UK Chapter Launch - 18-10-24 - featured image

XLA Institute launches in the UK

On October 17th, the XLA Institute made its thrilling debut in the UK at the historic County Hall in London! Some of the most experienced XLA professionals were present, evident by the quality of discussions and conversations held throughout the day.

The event brought together top XLA professionals, sparking insightful discussions and vibrant conversations throughout the day. The day contained two parts: A morning working session to discuss best practices for sourcing XLAs. The afternoon saw the formal launch of the Institute in the UK.

Sourcing Workshop – Managing Experience

Managing experience in contracts requires a joint commitment between sourcing professionals and providers. This is crucial because sourcing and procurement are highly interconnected roles that must align on common goals, especially when incorporating XLAs into contracts.

The day started with an engaging sourcing workshop led by Alan Nance, supported by Steve Ruby and Neil Keating. Over 35 participants split into teams to share their thoughts on what’s exciting and lacking in their sourcing and procurement roles. Both sides expressed the need for regular reviews, a sense of control over a contract and a cultural shift from focusing on outputs to outcomes. This shift is essential for improving the sourcing and procurement experience when working with XLAs in their contracts and agreements.

The morning sourcing workshop

Given the experiences of the sourcing community and the suppliers’ want for innovation, starting with a desired situation of establishing short-term experience targets, e.g. 6 months, would be a good approach, with future ambitions of continuous improvement models. This allows both parties to:

  • Build understanding of XLAs through practical application
  • Develop trust in the new approach
  • Gradually evolve towards more sophisticated models
  • Maintain flexibility while establishing baseline measurements

Early Adopter Expert Panel

The afternoon launch featured enlightening presentations on the XLA Institute and its updated frameworks, culminating in a dynamic panel session.

Industry leaders like Amanda Rutledge from QBE Insurance, Aaron Kingsbury of the University of Reading, Sean Burkinshaw of BT, and Simon Wilson from Unisys shared their Experience Management journeys, revealing both triumphs and challenges.

Key Takeaways

  1. Collaboration is Key: Successful experience management between procurement and sourcing hinges on a shared commitment. As XLAs become integral to contracts, both teams must align their goals and communicate openly with suppliers. Regular reviews and a cultural shift from outputs to outcomes are essential for enhancing collaboration.
  2. Act on Feedback: Measuring experience is just the beginning. Organizations must act on the insights gathered to realize the benefits of XLAs. Inaction can lead to disengagement, so showing responsiveness to feedback is crucial to fostering a culture of continuous improvement.
  3. Overcoming Scepticism: Many organizations are still unfamiliar with XLAs compared to traditional SLAs, leading to scepticism. Education is vital! By understanding the advantages of XLAs, like improved employee productivity and satisfaction, teams can better embrace this modern approach.

The XLA Institute is building a vibrant community focused on advancing knowledge and practices around XLAs.

We thank our founding members – Simac IT NL, Getronics, XLABS, HappySignals Ltd, OnITNow, and Bright Horse – who made this exciting UK chapter launch possible. Join us on this journey to transform experience management!

William Foster

Experience Analyst, Content Creator, and CRM and CMS support in XLA Consulting Company, BSc in Computing
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