Beyond the Score: The Messy Truth About Measuring Experience
Hosted by Suresh GP, Managing Director, TaUB Solutions
Everyone loves the idea of XLA. But when you actually start measuring experience across real organisations — with real politics, real legacy systems, and real humans — the journey looks nothing like the brochure.
Drawing on implementations across a range of industries and organisational sizes, this candid, practitioner-led session goes beyond theory to explore where measurement frameworks break down, why the "right" metrics often get rejected, and how to navigate the gap between what organisations want to measure and what they actually can measure — at least on day one.
Who is this Breakout for?
Aimed at practitioners just starting out on their XM and XLA journey and those with some experience, ready to ready to scale their efforts, the breakout will provide attendees with the following key takeaways:
- Measurement before meaning is a trap - Why rushing to define XLAs before establishing what "good experience" looks like in that organisation leads to metrics that nobody trusts or acts on — and how to avoid it.
- The data you have vs. the data you need - A practical framework for bridging the gap between an organisation's current data maturity and the experience insight they actually need, without waiting years to get started.
- Sentiment is not a survey score - Lessons learnt on why traditional CSAT and single-question satisfaction surveys often undermine XLA ambitions — and what richer, lower-volume listening approaches can look like in practice.
- Stakeholder alignment is a measurement problem too - How misaligned definitions of "experience" between IT, HR, business units and leadership silently sabotage XLA programmes — and a practical approach to getting everyone measuring the same thing.
- From reporting to action - The difference between organisations that report experience metrics and those that act on them — and the operational and cultural conditions that separate the two.
