Designing Measurable Employee Experience: Bringing XLAs to Life with DEX

In today’s digital workplace, traditional IT metrics like SLAs and ticket volumes fail to capture what truly matters—the lived employee experience.

But the challenge goes deeper: much of digital friction isn’t caused by major incidents. It emerges through small, persistent disruptions that accumulate overtime impacting focus, productivity, and wellbeing without ever triggering traditional metrics.

This interactive explores how organizations can transition to Experience Level Agreements (XLAs) and operationalize Digital Employee Experience (DEX) using real-time data, automation, and proactive remediation.

Led by TeamViewer (following its acquisition of 1E), this session blends practical frameworks from the XLA Institute with insights into the psychology of digital friction. Through hands-on exercises and live demonstrations, participants will learn how to:

• Identify hidden sources of digital friction and technostressors
• Shift from reactive IT support to experience-driven operations
• Define and measure meaningful experience indicators (XEIs)
• Leverage DEX technology to proactively detect and resolve issues
• Align IT performance with employee productivity and satisfaction

Attendees will leave with actionable strategies to design, measure, and improve digital employee experience—grounded not just in metrics, but in how employees actually experience technology.