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?...CHAPTERS0:00 Introduction: Welcoming Doug Rabold2:04 What are XLA’s and why do they matter?5:43 The difference between SLAs and XLAs7:32 How XLA’s improve both customer and employee experience11:32 Treating IT as a business, not just a function13:52 Real-world XLA success stories14:17 San Antonio’s hidden gem: The Cove15:24 First Class Lounge: Travel, food, and guilty pleasures21:00 Doug’s path from sales to IT leadership23:32 Why frontline agents must be more tech-savvy26:08 Where to connect with DougIf 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.comI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode resources:Doug LinkedIn: https://www.linkedin.com/in/doug-rabold-itil-hdi/XLA Institute: https://xla.institute/