Published: 08 August 2023
Experience-level agreements are emerging as a key component in provider agreements, but “experiences” vary, and defining expectations and metrics remains a journey. The steps outlined in this research help sourcing, procurement and vendor management leaders effectively engage with providers on XLAs.
In most deals, XLAs and business outcomes are not stitched together, significantly diminishing the business impact of delivering a better employee experience. Additionally, providers often disguise legacy SLAs as XLAs for clients, driving the wrong perception about the effectiveness of XLAs.
Clients often lack proper understanding of what an XLA is and therefore are unable to articulate their requirements properly, leading to uncertainties and dissatisfactions related to implementation.
Effective implementation of XLAs requires a high level of integration of different tools and platforms between the provider and the client.
Sourcing, procurement and vendor management leaders negotiating services provider agreements
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