Podcast for IT professionals who want to make experience count. HappySignals is the Experience Intelligence platform that measures the human experience of IT and turns continuous employee feedback into the intelligence that helps you make better decisions and drive real business impact. Read more at https://happysignals.com
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In this episode, Mark Bewick interviews Martin Beecher about the evolution of IT experience management, the importance of data-driven insights, and how empathy and relationship-building are transforming IT service delivery. The shift from technical support to experience management in IT The role of data in understanding and improving IT services The importance of empathy and relationship-building…
In this episode, Sakari Kyrö and guest Matt Beran explore how IT can learn from customer experience (CX) principles to improve service delivery, onboarding, and support. They discuss practical strategies like mystery shopping, end-to-end experience, and continuous improvement to transform IT support and operations. Customer obsession in IT Mystery shopping for IT support End-to-end user experience…
In this episode, Nora Osman shares her insights on human-centric leadership, the importance of authenticity, and practical strategies for transforming organizational culture through storytelling, empathy, and courage. Discover how her experiences and her book 'Zero to Hero' can inspire your leadership journey. The motivation behind writing 'Zero to Hero' The importance of authenticity in…
Register for the ITSM Summit 2026 at https://www.happysignals.com/itxm-summit/ -- In this episode, Mark Smalley discusses Sakari the latest version of ITIL® (Version 5), emphasizing the importance of experience as a core component. The conversation explores how human experience impacts IT service management, trust, and organizational success. Key Topics Latest ITIL® (Version 5) and its new focus…
Register for the ITSM Summit 2026 at https://www.happysignals.com/itxm-summit/ In this episode, Frank Fütz shares insights into IT experience management (ITXM), its importance, practical applications, and how it bridges the gap between traditional KPIs and actual user experience. Discover how to leverage ITXM to improve service quality, employee satisfaction, and business outcomes. Takeaways: The…
This podcast episode with Sakari and Mark explores the history, limitations, and future of CSAT and experience management in IT. Experts discuss how traditional metrics like CSAT and NPS can be complemented with deeper insights to drive meaningful improvements in service delivery. Key Topics History and origins of CSAT Limitations of traditional satisfaction metrics The rise of experience…
In this episode of Meet the Practitioner, Mark Bewick engages with Donna Xanthidis and Sharon Aggarwal from Invesco to discuss the evolution and practical applications of IT Experience Management (ITXM). They explore the limitations of traditional metrics like CSAT, KPIs, and SLAs, emphasizing the need for a more human-centered approach to feedback and communication. The conversation highlights…
In this episode, Shaun Brown discusses the evolution of IT experience management, emphasizing the importance of communication, reputation, and understanding user needs. He shares insights on measuring success through SLAs and CSAT, practical applications of experience management, and the value of feedback in driving change. The conversation highlights the shift towards a more human-centered…
In this episode of the HappySignals podcast, host Sakari Kyrö interviews Lisa Bauer, who shares her journey through various industries and her experiences at IDEO. Lisa discusses the importance of human-centered design, the transition from an asking culture to an assigning culture in team dynamics, and the significance of stakeholder involvement in organizational change. She emphasizes the need…
In this episode of the IT Experience Podcast, hosts Pasi Nikkanen, Sami Kallio, and Sakari Kyrö discuss the importance of digital employee experience (DEX) and the recent strategic partnership between HappySignals and Nexthink. They share insights from a recent event in London, highlight an upcoming webinar, and emphasize the significance of company culture and team building as they celebrate…
