11. The experience management shift in service management, with Alan Nance from XLA Collab

Why does experience management work so well? From org change to service management and an optimization framework, Alan Nance (XLA Collab) answers the questions about this newly popular approach to improving services and products.

Alan Nance is a leader in Experience Management, specifically in XLAs. He is the Co-Founder and President of XLA Collab, Advisory Board Member for HAL24K, and External Advisor on data, digital, and innovation strategy for the Royal Schiphol Group.