Wednesday 15 March 2023

“People will forget what you said, people will forget what you did, but people will never forget how you made them feel” – Carl William Buehner, 1971.

We’ve learned a lot over the past few years. One of the biggest, most fundamental lessons has been the importance of connections. Between people. Between organisations and their employees. Between business and their customers. And between users and the technology they rely on every day.

As an industry, we’ve always been good at measuring how well technology is working. What we’ve not done so well is see how the people using it are doing. So, we believe it’s time for radical change. It’s time for us to put the humanity back into our ever more tech-led, tech-driven world.

We’re declaring that the SLA (Service Level Agreement) as the sole measure of IT success, is dead. Long live the XLA! (Experience Level Agreement).

Guest chaired by

Jez Rogers, Cyber Prevent Officer and Police Cyber Security Advisor, SEROCU

Presented by

Wayne Newman (info), Experience Process Lead, Acora