From Measurement Foundations to Operating Model at Scale (Customer Stories)
Hosted by Monika Sitarska-Buba, Assistant Director - Growth & Offering, & Sharath Prakash, Director of Solution Enablement & Advisory, Kyndryl
Most organizations can measure experience. Very few can operate it at scale.
In this breakout, Kyndryl shares how our customers moved beyond isolated metrics and pilots to establish experience as an workplace operating model, with clear governance, decision rights, and execution cadence embedded across the employee facing services.
Rather than focusing on tools or frameworks alone, this session reveals how experience becomes a managed system, connecting signals to prioritization, ownership, and investment decisions.
- Design measurement foundations that drive action—linking experience indicators to moments that matter and business priorities
- Embed XLAs into workplace operations—shifting from reporting to governed execution across teams and providers
- Scale from pilots to production execution —establishing repeatable patterns, cross-domain alignment, and executive sponsorship building the space for the enterprise adoption
- Operationalize decision-making—using experience data to drive prioritization, funding, and accountability
From metrics to management. From pilots to production implementation. From insight to controlled execution.
