XLA Institute | State of XLA report
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XLA Institute | State of XLA report

16 Jun XLA Institute | State of XLA report

Posted at 21:15h in mooie dingen by

As part of the XLA Institute, I conducting both quantitative and qualitative research for the State of XLA® 2025 whitepaper — the very first global report of its kind and managed the print process. The study provided clear evidence: XLAs are redefining Experience Management.

What makes this research significant is the shift from traditional SLA-based metrics to a more human-centered question: are we delivering an experience that people truly value?

In this project, I had the privilege of interviewing inspiring stakeholders such as Neil Keiting (XLabs), Amin Tavakoli (SCC), Harry Lammers (Simac), Patricia Sobrera (Unisys), Pauline Marchant (Computacenter), among many others. I also had the opportunity to collaborate with thought leaders Alan Nance, Arie Langenrak, Robin Marchant, and Martin Versteeg. The result was a milestone publication — the first comprehensive, data-driven view on the global adoption of XLAs.