Our guest is the debonair Duncan Watkins, from Forrester Consulting – Duncan is a well-known and respected member of the UK and global ITSM community. The discussion focuses on comparing current approaches to employee experience and customer/user experience. We discuss similarities and differences, with a focus on what organisations are trying to do – not just the hype. Duncan mentions a ‘spectrum of experience’ – a useful reflection. How do we avoid XLAs falling into the same traps as SLAs – maybe product management as a direction – certainly understanding different types of business… It’s a great discussion and a valuable debate on a highly current topic.