AI Changes Everything: How Employee Experience Is Redefining the Next Generation of XLAs

As AI becomes embedded across the digital workplace, employee expectations, and the definition of “good service”, are fundamentally changing.

In this session, Mark Franzen explores how AI is reshaping employee experience, from proactive issue prevention and personalised support to predictive insight and outcome‑driven service design. Drawing on real examples from SCC customers already on this journey, Mark shows how AI exposure is driving a new breed of XLAs - ones that move beyond static measures to adaptive, intent‑aware, and context‑driven outcomes.

Attendees will gain practical insight into how AI is influencing the future of XLAs, what experience leaders must rethink today, and how to prepare for the next evolution of experience management.