XLACollab: Creating Employee Experiences That Matter

Bill Barrett, Chief Experience Architect
Employee experiences drive customer experiences – this valuable nugget of wisdom is common knowledge across the business world. While most companies are aware of the linear relationship, low employee engagement continues to plague them despite their best efforts to raise workplace spirits. The reason is the absence of elevating employee experiences that motivate employees to connect better with their organizations. Add to it the growing prevalence of a hybrid workplace, with a mix of in-office and remote employees across the globe, companies are finding it harder to come up with holistic employee experiences that foster a sense of ownership, collaboration, and belongingness within the workforce. The result: persistent employee retention issues, hampered productivity, unsatisfied customers, and lack of revenue and growth.

Essentially, the issue of experience parity comes to the surface in the face of managing the experiences of employees from varied demographics with different modes of working. The pertinent question is – how to ensure that employee experiences are well-rounded regardless of work location, roles, designations, and backgrounds?

XLACollab shows the way
The Florida-based consultancy helps companies enhance their digital employee experiences by bridging traditional service management with experience management that translates into higher employee productivity, market opportunities, and business revenue. “XLACollab represents a collaborative approach to help organizations create excellent digital employee experiences that matter for the business,” says Alan Nance, President of, XLACollab. Nance co-founded XLACollab together with Bill Barrett, who works as Chief Experience Architect.

In collaboration with some of the leading experience management software providers like Nexthink and HappySignals, XLACollab builds on existing Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) by introducing Experience Indicators (XIs) that analyze employee feedback to create Experience Level Agreements (XLAs). An XLA, in Nance’s words, is “a commitment to deliver a defined experience” that can be used to enhance employee experiences within an organization, as well as in vendor and outsourcer contracts.

Following a cumulative, scalable, and dynamic approach, XLAs enable companies to provide evolving experiences that measure employee reactions to service outcomes. This helps companies fine-tune their business operations accordingly to create conducive workplace environment and drive profitability with increased employee morale.
XLACollab’s approach resonates with large organizations. The development and journey for Unisys towards experience evolution has been undertaken in partnership with XLACollab. Leon Gilbert, SVP Digital Workplace Business states, “As we explored the multiple perspectives and approaches within the ‘experience’ market, we found expertise and synergy within XLACollab which is without parallel. Rather than focus on point solutions and technical features to derive little more than reports or dashboards, our collaboration with the consultants at XLACollab has allowed us to define and build a strategic approach for Unisys Unified Experience Management (UXM) – which will transform the delivery capabilities throughout our organisation, helping us to build a next generation of employee and customer experience.”

Building on the Art and Science of Experience

Nance and Barrett’s deep expertise in business experience (BX) and employee experience (EX) makes XLACollab a formidable force in the experience management scene.
Alan Nance, President

“Our understanding of technology and service management allows us to combine operational data, sentiment data, and cultural data to pinpoint the EX issues that impact business performance at scale,” states Nance. While most organizations base their EX solutions on periodic employee survey data gleaned from KPIs, XLACollab helps them go a step forward to using XIs to build concrete solutions that are more efficient in delivering optimal employee experiences.

Bill Barrett explains, To devise curated EX solutions for clients, XLACollab starts by gaining insights on the current experience landscape for the specific client by combining all available data sources (from SAP to Qualtrics). He continues, "We combine what the customers already know, with what we know differently, and then apply the data from all relevant sources to identify the relevant experience personas for the employees based on their work profiles. We rely on the data gathered from role-based experience personas to determine the requirements for the particular employee group and proceed to create the desired employee experience agreement." Nance adds, "An XLA is a commitment to deliver a defined experience that helps our clients to achieve efficient experience management." Moreover, XLACollab also delivers readymade, turnkey EX solutions to customers who are new to experience management.

Enhanced Business Profitability with XLAs
According to Nance, XLACollab’s customers fall into three categories – businesses that realize the need for better employee experience; businesses that expect improved employee experience from their outsourced parties; and the outsourcers themselves who want to create richer, unique employee experiences. Instances of XLACollab’s digital employee experience solutions comprise a varied list. For example, XLACollab designed XLAs that helped its flagship client Unisys, the global IT giant, reap massive returns on annual revenue. Within six months of XLAs implementation, Unisys converted new opportunities in the market and witnessed a double-digit growth rate accompanied by a surge in cashflows and profitability.

Nance further recalls providing a simpler, cost-effective contract to a utility company that was unsatisfied with the contract they had with their sourcing partners. With 18 KPIs aligned to four XLAs based on employee experiences with IT services, business experience, vendor behavior, and outsourced suppliers, and seven XI parameters measuring employee sentiments and operational data, this new contract created by XLACollab brought enhanced ROI to the company. Another one of XLACollab’s clients was struggling to increase their employee experience scores even after their suppliers’ SLA compliance levels improved massively. XLACollab’s intervention enabled them to shift their focus on experience management, which significantly boosted their employee experience scores and business profitability within a few months.

Moving forward, XLACollab will remain committed to providing its services to companies in the US and the UK – homes to its largest clients and partners. And as a stepping stone to bringing enhanced employee experiences to companies around the world, XLACollab is currently in the process of fostering partners in India and Europe. Further, XLACollab has signed an agreement with TSO, part of the Wiley group, which will distribute XLACollab’s training and educational materials to accredited training institutes worldwide. With software specialists as partners, XLACollab will continue making huge strides in the Art and Science of Experience, enhancing both employee and customer satisfaction for its enterprise clients.


Delray Beach, FL

Bill Barrett, Chief Experience Architect and Alan Nance, President

XLACollab is an advisory and consultancy company that provides digital experience management solutions for enhanced employee and customer satisfaction. XLACollab leverages software solutions to help companies enhance their digital employee experiences by bridging traditional service management with experience management that translates into higher employee productivity, market opportunities, and business revenue. In collaboration with some of the leading experience management software providers, XLACollab builds on existing SLAs and KPIs by introducing Experience Indicators (XIs) that analyze employee feedback to create Experience Level Agreements (XLAs), helping organizations create conducive workplace environment