The one with XLAs - Doug Rabold E210
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🎤🎞️“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
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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/
220 episodes