XLA Webinar Series – Episode 3: Envision

Set the Direction for Change

Clarity is the starting point. Ambition gives it purpose.

In Episode 2: Explore, we uncovered today’s employee experience using data, sentiment and insights. Now we move into the next critical step of the XLA journey: Envision. In this 20-minute session, we’ll shift from insight to ambition, helping you define the experiences you want to deliver and the outcomes that matter most.

Many organisations gather experience data but struggle to turn it into a clear vision. Envision is about moving beyond what you know today and setting meaningful experience aspirations that balance employee needs with business priorities. It’s a move from chasing satisfaction scores to shaping experiences that drive productivity, resilience and value for the organisation.

Join SCC, XLABS Global and Nexthink as we explore how to create a shared vision for experience management, link ambitions to measurable outcomes and lay the groundwork for successful Experience Level Agreements (XLAs).

What we’ll cover

• How to define experience ambitions that go beyond standard service metrics
• Why experience outcomes must align with business goals
• How better employee experience drives productivity and performance
• Common pitfalls when setting experience aspirations and how to avoid them
• How Envision builds the foundation for outcome-driven experience management

Why attend?

Wherever you are on your XLA journey, this session will help you:

• Move from insight to clear, actionable experience ambitions
• Align technology, people and organisational objectives
• Move from insight to clear, actionable experience ambitions
• Build a strong base for experience-led transformation

About the
Envision phase

Envision is about setting the course for future experiences. It connects ambition with practical outcomes, creating the clarity needed for decisions that matter to employees, customers and the business.