16 Effective Ways To Turn An SLA Strategy Into An XLA Strategy

Nothing is more important than the human experience—HX—of a project. When problems occur, end users don’t care about downtime, the reasons for failure or the loopholes every service contract inherently carries. If you focus on the experience of failure, you’ll find that uptime is the least important aspect. It’s all about recovery. Creative methods that help a client regain control of their business mean so much more.

~ Tom Roberto


See the full article here, on Forbes.