Building upon his own work at Power Design and his years of research on the topic, Joshua Nelson dives into the world of Experience Management (XM) and the different processes it works along. He goes through some key components to put it into practice and develop an XM strategy, such as the single point of contact for end-user experiences, XLAs, the relative importance of metrics (and which ones are worth looking out for), and the value of relationship building. Joshua Nelson is Director of Technology Experience at Power Design, Inc. and the best selling author of “Leadership Distilled, Serving with Purpose”. He also has a PhD focused in Business Administration and Management, Information Systems and Enterprise Resource Management from California Intercontinental University. Formerly, he was a Program Manager for the district of Pasco Coun County.