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 the importance of actionable insights derived from customer experiences and the positive impact of effective communication on service delivery. The episode concludes with practical advice for organizations looking to implement ITXM, encouraging a culture of continuous improvement and adaptability.

Takeaways

• CSAT metrics are often incomplete and don't provide full insights.
• Effective communication enhances the user experience significantly.
• ITXM allows for a more human-centered approach to IT services.
• Feedback should be actionable and lead to real improvements.
• Prioritization should be based on user experience, not just internal assumptions.
• Positive feedback can motivate teams and improve service delivery.
• Implementing ITXM can lead to a culture of continuous improvement.
• Don't be afraid to start the process of gathering feedback.
• Data from ITXM can reveal unexpected insights about user preferences.
• Flexibility in approach allows for quick adjustments in strategy.

Donna Xanthidis

Associate Director, Technology Customer Experience at Invesco Ltd.

https://www.linkedin.com/in/donna-xanthidis-b06945103/

Sharon Aggarwal

Service Delivery Manager, Manager Global Server Operations at Invesco Ltd.

https://www.linkedin.com/in/sharon-aggarwal-89a888/--

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