The IT Experience Podcast

Having one overall metric to measure everything within your IT services isn't sufficient in providing in-depth information on your end-users happiness and IT Service satisfaction. This is essentially the equivalent of going into a store and when leaving being prompted with the 4 smiley faces, asking you how was your experience in-store - it means nothing. You could have had an easy time finding yo...

A question we hear a lot at HappySignals is "What would be a good score for our company?" In this special edition of Happy in 15, HappySignals CEO, Sami Kallio, draws information from our recent Global IT Experience Benchmark report for H/1. This report contains anonymous data from all of our customers across different cultures, countries and industries. Sami discusses about how different industri...

Unhappy end-users, losing productivity daily, a constant stack up of support tickets for IT incidents and requests? If this sounds familiar then something is wrong.   Delivery great services need to start from the end-users themselves, and the areas they are shouting about which needs improvement. If you aren't listening to your end-users, then you face the dreaded watermelon effect and the c...

In this special episode of Happy in 15, HappySignals CEO, Sami Kallio, has his first opportunity to dive deeper into Service Management and the Global IT Experience report, previously known as Happiness Score™ Report. Sami goes through the latest findings from the Global IT Experience Benchmark Report for the first half of 2021, specifically focusing on the overall IT happiness areas, divulging da...

Just like 2020, Yearly Surveys are a thing of the past and something to be forgotten. Yearly Surveys do not give you that valuable, qualitative data, that you can use at every step of your IT Service Experience. Let's throw you this statement; You wouldn't measure your customer experience once a year, so why do it with your employees? In this episode of Happy in 15, Sami and Pasi divulge why Yearl...

The ever-changing needs of end-users are a phenomenon that must be addressed to streamline IT services to keep your employees productive and, most importantly, happy. Traditionally, in ITSM, we focus our measurement efforts on outputs, which is essentially the beginning of the end. By measuring IT services in this manner, we will never truly understand how end-users are experiencing IT services, c...

It is time for something new, something fresh. We have decided to stop making long 45-minute podcast episodes and bring to you bite-sized, specific topic-focused content. This content will be published weekly- We aim to bring you IT Experience Happiness in 15 minutes, that's why we have called this concept 'Happy in 15'. If you prefer to watch the episodes, check them out on Youtube or our new con...

In this episode, Sami is joined by Katie Bates, VP of Global Partnerships and Alliances at HappySignals. Sami and Katie start the discussion on how creating partnerships with vendors and MSP will boost their success with their customers as well as their customer's employee's experience. ----------------------------------------------- Topics Covered in this episode: Introduction to Katie Bates, VP...

Bright Horse's Neil Keating joins the HappyToday podcast to discuss how focusing on employee experience not only makes your end-user more productivity but can lead to further benefits for the organisation, such as loyal customers and shareholder value. ----------------------------------------------- Topics Covered in this episode: The benefits of employee experience Employee Experience impacts the...

In this episode, Pasi is joined by Reckitt's Head of Global Service Management, Prashant Arora, as well as Andrew Murphy the IS Manager of User Technology & Services EMEA. Pasi talks in-depth about Reckitt's journey from integrating Experience Management to their current success. ----------------------------------------------- Topics Covered in this episode: How Reckitt started their journey w...

Sami and Pasi are joined by the Co-founder and President of XLA Collab, Alan Nance. In this episode, the guys dive into recent study findings and how there is now data starting to show what actually works when it comes to Experience Level Agreements. ----------------------------------------------- Topics Covered in this episode: How XLAs can impact service positively Why Incentives (positive and n...

Jimmy Fitzgerald, former Senior Vice President of Customer Outcomes at ServiceNow, joins Pasi in today's episode to discuss the three common questions he encountered from Senior Executives, about fully utilizing their ServiceNow platform. Not only this, but Jimmy also has some news on his next "Happy" venture. ----------------------------------------------- Topics Covered in this episode: The thre...

In this episode, Sami is joined by Damien Fenwick, a Service Manager from Fujitsu. Over the last few years, Damien has been working on building the Experience Management practice for Fujitsu. Damien is a keen enthusiast for measuring experience and understanding how users feel about a service allows them to put their end-users at the heart and deliver a better service.  ----------------------...

In this episode, Pasi is joined by Refinitiv's Director of Service Improvement, Mark Bewick, and Head of Service Management, Neville Hughes, discussing how Refinitiv changed their approach to implement experience led IT operations. Refinitiv embarked on the journey to investigate and redefine their IT service. The journey unearthed common pain points, the “3 main ingredients of employee happiness”...

Pasi and Sami are joined with the change management rebel with a cause - Karen Ferris. Karen has been working as a change management consultant for the last 3 year and in the episode, she discusses the events over the last year and how CIOs need to become the driving force for organisational cultural change. ----------------------------------------------- Topics Covered in this episode: What COVID...

Pasi is joined by the Director of IT Service Delivery from George Washington University (GW), Chris Megill. In this episode, Pasi and Chris discuss why GW has integrated HappySignals into its IT stack, on their quest to continuous service improvement and employee experience. ----------------------------------------------- Topics Covered in this episode: George Washington University has over 50,000...

In this episode, Pasi and Sami explore what Experience Management means to different roles within the business, and how it can impact their work life and productivity. ----------------------------------------------- Topics Covered in this episode: The benefits of Experience Management for: End-users (Employees) IT Departments Employees (Agents also) Service Desk Managers Service Owners / Service D...

Pasi and Sami continue their conversation with ITSM legend Roy Atkinson, uncovering the different cornerstones of Employee Experience and what companies need to be doing in order to effectively manage their end-users experience; Experience Management. ----------------------------------------------- Topics Covered in this episode: The importance of feedback Why you need to start measuring now Exper...

In this episode, Sami and Pasi dig deeper into the topic of Experience Level Agreements, discussing how companies need to go further than creating agreements for measuring experience, which has previously restricted its predecessor - Service Level Agreements. The guys also bring to light Experience Management - an overall approach to focus on building and maintaining positive experiences. --------...

Today the guys are joined by ITSM legend, Roy Atkinson. Roy is currently the CEO and Principal Analyst at Clifton Butterfield LLC, offering business advice in service management. ----------------------------------------------- Topics Covered in this episode: What is Employee Experience The difference between Employee Experience and Employee Engagement Experience and end-user feelings Employee Expe...

Following the recent release of the Practical Guide to XLAs, Sami and Pasi start discussing the chapter XLA vs SLA and the key differences between the two. ----------------------------------------------- Topics Covered in this episode: The key differences between XLAs and SLAs What really SLAs are How XLAs compare to SLAs Plus, Read our The Practical Guide to XLAs . -------------------------------...

Everything you've ever wanted to know about Experience Level Agreements is finally here. We have received a lot of interest and questions regarding XLAs - What are they? What are the benefits? How to implement them? and many more. So we decided to make The Practical Guide to XLAs, which is now available to read and download from our website. Download now and share with your colleague: Read our The...

Pasi is joined by the team behind 'Project Happy', who increased the happiness of their end-users at Ahlstrom-Munksjö by 112%, as well as decreasing the lost time by 69%. This was done in conjunction with their outsourced service partners Tech Mahindra and Tieto, as well as using ServiceNow as their ITSM tool. Watch the full video and read the customer case here: https://www.happysignals.com/custo...

Pasi is joined by TOPdesk Service Management Consultant, Hannah Price. In this episode, Hannah and Pasi discuss the importance of tailoring XLAs to an organization as well as bringing the customer into the conversation to truly impact the customer experience. ---------------------------------------------- Topics Covered in this episode: Why XLAs need to be tailored to an organization Bringing cust...

Today the guys are joined by the CEO of Giarte, Marco Gianotten, discussing today's topic; is happiness overrated? This episode dives deeper into the metric of happiness, the importance of keeping end-users happy throughout their IT experience, and achieving greater value through a continuous happy experience. ----------------------------------------------- Topics Covered in this episode: The purs...