XLA & Experience Management in Healthcare: First Insights and What’s Next
Hosted by Dr Linda Dusseljee-Peute
Healthcare is shifting from process- and SLA-driven delivery toward improving the experience of care professionals. Rising workload, burnout, and administrative burden highlight the need to better align technology with daily practice. Yet, making digital friction visible and measurable remains challenging.
This session presents initial steps with Experience Management (XM) and Experience Level Agreements (XLAs) in healthcare. Drawing on stakeholder readiness and three pilots across health (tech) organizations, we share key barriers and opportunities.
Who is this Breakout for?
This breakout session is designed for all attendees, whether you’re just starting your journey with XM and XLAs, already have some experience and are ready to scale your efforts, or are an advanced practitioner focused on maintaining and optimizing your XM success.
Through this breakout, you will
- Learn about experiences with XM from health & tech organizations
- Explore preconditions for the shift towards experience-driven healthcare
- Gain insight into next steps for XM in healthcare
