Pasi meets Chris Fazey, the Global IT Digital User Experience Manager for Campari. In this episode, Chris explains how a passionate company such as Campari wants a continual service improvement and big change. After beginning their transformational journey 4 months ago, they have discovered rapid transformation, having experience data together with the operational data from ServiceNow as their enabler. Chris also explains how important it is to shift from using SLAs to XLAs (experience level agreements) and the big difference between having insight vs guessing at problems.

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