XLAs as the Cornerstone for EX in the Age of Agentic AI

This IDC Market Perspective examines how experience-level agreements (XLAs) are rapidly becoming central to employee experience (EX) in the era of agentic AI. XLAs are shifting focus from technical metrics to human-centric outcomes such as creativity, trust, and productivity. As AI becomes deeply embedded in workflows, XLAs enable organizations to proactively manage and enhance human-AI collaboration, ensuring technology amplifies human potential rather than just automating routines. This evolution positions XLAs as the operating system for EX, driving measurable business value and fostering innovation in AI-enabled workplaces. "Are your AI-infused workplaces unlocking human creativity and judgment, or just accelerating old routines? XLAs may be the new measure of meaningful progress," said Leonardo Freitas, research manager, Worldwide Employee Experience Management Strategies.