The Unified Experience: Lessons from a Customer Journey to Smarter, People-First Service Delivery

This session will explore how Unisys is evolving XLAs beyond traditional device performance to deliver a more holistic, experience-led approach. We’ll show how services that have historically been managed in silos are now being brought under a unified Experience umbrella, enabling better visibility, smarter prioritisation, and more meaningful outcomes for end users.

Through a real customer use case, we’ll highlight how this shift translates into tangible results, from improved employee sentiment to more proactive service delivery. Delivered by Vijay Guru, Global Delivery Director, and Amy Parkin, Head of EMEA XMO, the session will offer practical insight into making experience a measurable and actionable driver of service excellence.