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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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Episode resources:

Doug LinkedIn: https://www.linkedin.com/in/doug-rabold-itil-hdi/

XLA Institute: https://xla.institute/