Balancing Efficiency with Customer Experience
Hosted by Victoria Jones, Director, Consulting Delivery - CGI
CGI UK's Digital Workplace team used Experience Level Agreements (XLAs) to improve an underperforming AI support channel.
Traditional SLAs measured operational performance but not user experience, leading to low resolution rates, poor sentiment, and increased escalation to human agents. CGI embedded UX, service design, and knowledge specialists to introduce experience-led metrics, optimise knowledge content, and improve AI journeys.
The result was higher user satisfaction, increased trust in AI support, reduced escalations, and a more scalable, user-centric support model.
Who is this Breakout for?
Aimed at practitioners just starting out on their XM and XLA journey, this breakout session will help attendees to learn why:
- Organisations adopting AI-driven support must balance cost savings with human-centred experiences to maintain trust, satisfaction, and service effectiveness.
- Measuring sentiment, effort, and user perception enables organisations to continuously improve digital services based on real user needs, not just technical performance.
