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Experience Level Agreements & Surveillance Capitalism

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Written for LinkedIn.com by John Worthington, Director of Customer Success at eG Innovations
Experience Level Agreements & Surveillance Capitalism

Does the Customer Really Come First?

On Sundays, I try to relax and not think too much about business, but I almost always fail to do so--- Monday’s right around the corner and it’s impossible not to begin thinking about the week ahead...

As it happens today I read an article in the NY Times and was immediately drawn to work. Being focused on the digital user experience and recently completing ITSM Academy’s The Essence of eXperience (XLA) Certification (see my review here), I found this article unsettling to say the least.

Don’t get me wrong, managing the customer experience is definitely key to survival in the digital age, but it’s not a big jump from managing the experience to managing the customer.

“These data flows empty into surveillance capitalists’ computational factories, called ‘artificial intelligence’, where they are manufactured into behavioral predictions that are about us, but they are not for us. Instead, they are sold to business customers in a new kind of market that trades exclusively in human futures.”

NY Time Sunday Review, January 26, 2020 – The Known Unknown, by Shoshana Zuboff

I hope I get an opportunity to complete the Mastering the XLA Framework course as well. In the subscription economy, customer loyalty will also be an important element of success, and loyalty increases with trust.

I have serious doubts about whether ‘the industry’ will be able to effectively police itself--- Europe 
 seems to be ahead of the US on these issues--- but I’m all-in on the digital future. An eXperience Level Agreement (XLA) should include all of a customer’s concerns, including the right to privacy. So let's measure customer experience and get those XLA frameworks in place!

In the meantime, I’ve put The Age of Surveillance Capitalism on my reading list.To learn more; consider the following ITSM Academy certification courses:

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