What I've learned
Useful experience measures aren't complicated: confidence in the update, ease of getting help, repeated contact, waiting without clarity, whether the customer felt understood. The insight isn't the metric — it's noticing which of these is actually breaking trust in your specific service.
Common mistakes
Turning XLA into another performance theatre — a new dashboard nobody acts on, sitting beside the SLA dashboard nobody acts on either. The point of an experience measure is to find the gap that matters, not to add a second reporting layer.
Practical approaches
Keep it simple enough to use. The best measure is one that helps a team act the same day, not one that looks impressive in a board pack.