The one with XLAs - Doug Rabold E210

What's on your mind? Let CX Passport know... 🎤🎞️“The one with XLAs” with Doug Rabold in CX Passport Episode 210🎧 What’s in the episode?... CHAPTERS 0:00 Introduction: Welcoming Doug Rabold 2:04 What are XLA’s and why do they matter? 5:43 The difference between SLAs and XLAs 7:32 How XLA’s improve both customer and employee experience 11:32 Treating IT as a business, not just a function 13:52 Real-world XLA success stories 14:17 San Antonio’s hidden gem: The Cove 15:24 First Class Lounge: Travel, food, and guilty pleasures 21:00 Doug’s path from sales to IT leadership 23:32 Why frontline agents must be more tech-savvy 26:08 Where to connect with Doug If you like CX Passport, I have 3 quick requests: ✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter cxpassport.kit.com/signup  ✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.com I"m Rick Denton and I believe the best meals are served outside and require a passport Episode resources: Doug LinkedIn: https://www.linkedin.com/in/doug-rabold-itil-hdi/ XLA Institute: https://xla.institute/