Convergence: Bridging Two Worlds with Experience Management
Doug Rabold, North America XLA Institute Evangelist and long-time Disney enthusiast, discusses his career pivot from Sales to IT and how experience management is reshaping IT Service Management. He shares insights on shifting Service Desks from reactive to proactive support, delivering exceptional experiences, and the growing impact of XLAs in North America. Doug also previews the future of experience management and its role in elevating IT leadership in 2025.
XLA Institute https://www.linkedin.com/company/xla-institute/
Doug Rabold is a committed CX and ITSM Leader who has led…
The skinny
The skinny isn't ready yet — notes appear once the transcript is processed.