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 management and XLAs
• How to interpret and act on experience data
• Cultural and regional differences in feedback
• The importance of standardized and comparable data
• Tools and strategies for continuous improvement

Check out The Workplace, an IT mockumentary series season 1! https://www.youtube.com/playlist?list=PLFiSC5-kZIZBpuTcQ5XI7RjX3be-ud-CP