XLA Webinar Series – Episode 2: Explore

Understanding where you are is the first step to improving experience.

Following on from Episode 1: Enlighten, where we focused on building belief and momentum around experience-led thinking, Episode 2 moves into the next critical phase of the XLA Journey: Explore.

In this fast-paced, 20-minute session, we shift from mindset to insight helping you uncover what your current experience really looks like across your organisation.

Too often, organisations move straight into solutions without fully understanding the experience landscape they are trying to improve. The Explore phase is about taking a step back, using data, sentiment, and real-world behaviours to build an accurate picture of today’s experience before deciding what happens next.

Join SCC, XLABS Global and Nexthink as we share practical approaches to assessing your current environment, identifying gaps, and establishing a baseline for experience-led transformation.

What we’ll cover

• How to assess your current experience landscape across users, technology and services
• Where traditional metrics fall short and what you should be looking at instead
• How to combine technical data with employee sentiment to uncover meaningful insight
• Common challenges organisations face when trying to understand “true” experience
• How Explore sets the foundation for defining XLAs and driving measurable outcomes

Why attend?

Whether you are just starting your XLA journey or building on early momentum, this session will help you:

• Gain clarity on where you are today before investing in change
• Understand how to baseline experience in a structured, measurable way
• Avoid common pitfalls that lead to misaligned XLAs
• Build confidence in moving from assumption-led to evidence-led decisions

About the Explore phase

The Explore phase focuses on evaluating your current experience landscape identifying what you measure today, what matters most to users, and where the gaps exist.

Who should join?

IT leaders, Service Desk leaders, Digital Workplace teams, and anyone responsible for improving employee experience and service performance.

Part of the XLA Journey

This session is part of our ongoing XLA Webinar Series, exploring the six phases of the Experience Management Journey from Enlighten through to Embrace, helping organisations shift from traditional SLAs to experience-led outcomes.