Connected Experience: Measuring and Enhancing Enterprise Productivity Across Employee and Customer Journeys
Register your place for the workshop,
Connected Experience: Measuring and Enhancing Enterprise Productivity Across Employee and Customer Journeys
Hosted by Monika Sitarska-Buba, Assistant Director - Growth & Offering & Sharath Prakash, Director of Solution Enablement and Advisory,
Kyndryl
Enterprises don’t experience technology in silos—they experience end‑to‑end journeys. Connected Experience is a framework for measuring and enhancing enterprise productivity across employee and customer journeys by connecting experience signals across the service lifecycle and turning them into outcome‑led XLAs.
In this practical, method‑focused session, participants work in small groups using interactive demo account to co‑create XLAs: building an XLA canvas (personas, experience ambitions, moments that matter, XPIs and targets), then rolling the outputs into a single Connected Experience scorecard view that answers the executive question: “Is this working for the business?”
The session is explicitly non‑commercial (no tooling demos) and is designed so attendees leave with repeatable templates plus completed workshop artefacts they can reuse in their own organizations.
Who is this Workshop for?
Aimed at practitioners just starting out on their XM and XLA journey, this hands-on, interactive workshop will help attendees to:
- Define Connected Experience ambitions as measurable productivity and journey‑success outcomes across employee and customer journeys.
- Build an XLA canvas by translating moments that matter + personas into measurable XPIs (including targets).
- Design XPIs using a balanced X/O/T model (as defined in your workshop proposal) and avoid common pitfalls such as over‑reliance on a single metric type.
- Create a weighted roll‑up model (XPIs → domain XLA → Connected Experience scorecard) with clear targets and recalibration points, anchored on productivity across journeys."
Register your place for the workshop,
Connected Experience: Measuring and Enhancing Enterprise Productivity Across Employee and Customer Journeys
