{"id":1560,"date":"2026-06-12T11:20:45","date_gmt":"2026-06-12T05:50:45","guid":{"rendered":"https:\/\/blogs.infosys.com\/infosys-consulting\/?p=1560"},"modified":"2026-06-12T11:20:56","modified_gmt":"2026-06-12T05:50:56","slug":"redefining-it-success-shifting-from-sla-driven-it-to-experience-led-service-delivery","status":"publish","type":"post","link":"https:\/\/blogs.infosys.com\/infosys-consulting\/workforce-transformation\/redefining-it-success-shifting-from-sla-driven-it-to-experience-led-service-delivery.html","title":{"rendered":"Redefining IT Success: Shifting from SLA Driven IT to Experience Led Service Delivery"},"content":{"rendered":"

Infosys partnered with a leading Germany\u2011based consumer retail electronics chain as its strategic managed service provider for Digital Workplace and IT Services across 11 European countries and approximately 850 stores.<\/p>\n

As part of a broader digital transformation program, Infosys consultants worked closely with client leadership to support a shift from a reactive, SLA\u2011driven operating model to a user\u2011centric, experience\u2011led approach without introducing new, cost\u2011intensive tools.<\/p>\n

The ambition was clear: to capture Digital Employee Experience (DEX) by combining objective telemetry with a subjective experience score, ensuring the \u201cvoice of the user\u201d became central to service delivery decisions.<\/p>\n

This POV focuses on the methodology used to capture that subjective experience. An innovative DEX pilot using existing platforms of Microsoft Forms and Netcore to gather multilingual employee sentiment across Digital Experience dimensions, Net Promoter Score (NPS), and key demographics.<\/p>\n

Read more in our latest Point of View Redefining IT Success<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

Infosys partnered with a leading Germany\u2011based consumer retail electronics chain as its strategic managed […]<\/p>\n","protected":false},"author":1095,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[321],"tags":[597,599,598,600],"coauthors":[595,596],"class_list":["post-1560","post","type-post","status-publish","format-standard","hentry","category-workforce-transformation","tag-digital-employee-experience-dex","tag-employee-sentiment-voice-of-user","tag-experience-led-transformation","tag-telemetry-driven-insights"],"acf":[],"_links":{"self":[{"href":"https:\/\/blogs.infosys.com\/infosys-consulting\/wp-json\/wp\/v2\/posts\/1560","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blogs.infosys.com\/infosys-consulting\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blogs.infosys.com\/infosys-consulting\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blogs.infosys.com\/infosys-consulting\/wp-json\/wp\/v2\/users\/1095"}],"replies":[{"embeddable":true,"href":"https:\/\/blogs.infosys.com\/infosys-consulting\/wp-json\/wp\/v2\/comments?post=1560"}],"version-history":[{"count":3,"href":"https:\/\/blogs.infosys.com\/infosys-consulting\/wp-json\/wp\/v2\/posts\/1560\/revisions"}],"predecessor-version":[{"id":1565,"href":"https:\/\/blogs.infosys.com\/infosys-consulting\/wp-json\/wp\/v2\/posts\/1560\/revisions\/1565"}],"wp:attachment":[{"href":"https:\/\/blogs.infosys.com\/infosys-consulting\/wp-json\/wp\/v2\/media?parent=1560"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blogs.infosys.com\/infosys-consulting\/wp-json\/wp\/v2\/categories?post=1560"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blogs.infosys.com\/infosys-consulting\/wp-json\/wp\/v2\/tags?post=1560"},{"taxonomy":"author","embeddable":true,"href":"https:\/\/blogs.infosys.com\/infosys-consulting\/wp-json\/wp\/v2\/coauthors?post=1560"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}