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 approach in IT, focusing on building relationships and enhancing user experiences.

Takeaways

• Experience management is the evolution of IT service management.
• Building relationships is key to IT reputation.
• Communication is crucial for user satisfaction.
• SLAs measure speed, not user satisfaction.
• CSAT may not drive meaningful change.
• Lost productivity hours can highlight areas for improvement.
• Experience management should focus on user needs.
• Feedback is essential for continuous improvement.
• IT experience management is a team effort.
• Understanding emotional impact is vital in IT services.

Shaun Brown: https://www.linkedin.com/in/shaunjbrown/Subscribe to our newsletter:LinkedIn: ⁠⁠⁠⁠https://www.linkedin.com/newsletters/it-experience-insights-6996053129205026816/⁠⁠⁠⁠Email: ⁠⁠⁠⁠https://happysignals.com/itxm-insights