Today, a majority of IT decision makers are goaled on improving the technology experience of employees, yet shockingly few have the metrics to measure that experience effectively. Far too often, IT teams rely on infrequent surveys to gauge employee satisfaction with tech services, using these responses to create an Experience Level Agreement (XLA). While XLAs are increasingly common, without quantitative data to back them up, they're incomplete at best, and problematic at worst. 

In the session, guest speaker Andrew Hewitt, Senior Analyst at Forrester, will discuss how organizations are leveraging a combination of both sentiment and quantitative date analysis to create a modern XLA metric for IT.