The IT Experience Podcast

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 IT support
• How KPIs, SLAs, and feedback influence organizational change
• The impact of data-driven insights on customer satisfaction and service quality

Takeaways

• Data is central to modern IT experience management, providing insights that go beyond traditional KPIs.
• Empathy and emotional connection are crucial for effective service management and team motivation.
• Organizations are increasingly using data to support proactive decision-making and operational improvements.
• Customer feedback, even negative, can be a powerful tool for organizational growth when properly analyzed.
• The transition from technical support to experience management requires cultural change and a focus on relationships.

Martin Beecher

LinkedIn: https://www.linkedin.com/in/martin-beecher-25500262/

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
• Continuous improvement and 1% rule
• AI and automation in IT support
• Onboarding and offboarding experiences
• Cross-industry learning between CX and IT
• Handling multi-category support challenges

Matt Beran

LinkedIn - https://www.linkedin.com/in/mattberan/

X - https://twitter.com/mattberan

Resources

Open Service Community - https://openservicecommunity.com/

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 leadership
• Using storytelling to connect and teach
• The 'Watermelon Effect' in IT dashboards
• The impact of experiential learning and tours
• Overcoming resistance to change
• The role of courage and vulnerability in leadership
• The 'Platinum Rule' in human interactions
• Balancing structure and human considerations

Key take-aways

• Authenticity and storytelling are key to effective leadership.
• Experiential learning, like department tours, can transform organizational culture.
• Courage is doing things despite fear, not absence of fear.
• Treat people as they want to be treated, not as you want to be treated.
• Growth happens outside of comfort zones, embracing discomfort is essential.

Nora Osman

LinkedIn - https://www.linkedin.com/in/nora-osman/

Website - https://norvana.com/

Quote’s from Nora

"Courage is doing things despite being afraid"

"Do what's right, not just what's easy"

"Treat people as they want to be treated"

Resources

Zero to Hero by Nora Osman - https://www.amazon.com/s?k=Zero+to+Hero+by+Nora+Osman

Register for the ITSM Summit 2026 at https://www.happysignals.com/itxm-summit/

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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 on experience
• The role of trust and human experience in IT Service Management
• Challenges and strategies for adopting experience-centric practices in ITIL

Mark Smalley: https://www.linkedin.com/in/marksmalley/

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 evolution from ITSM to ITXM
• The impact of user experience on IT performance
• Using experience level agreements (XLAs) to measure success
• Linking KPIs to employee and customer satisfaction
• Scaling ITXM across organizations

Follow Frank in LinkedIn: https://www.linkedin.com/in/frankfuetz/

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

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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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

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 for a culture of experimentation and continuous learning, drawing on her experiences to inspire others in their own transformation journeys.

Lisa Bauer - https://www.itslisabauer.com/

Takeaways

• Lisa is passionate about helping her colleagues and improving team collaboration.
• Her career path has been nonlinear, spanning various industries.
• Human-centered design is crucial for effective team dynamics.
• Transitioning from asking to assigning teams can enhance project outcomes.
• Involving stakeholders in the design process leads to better acceptance of changes.
• A culture of experimentation allows for learning and growth.
• Prototyping is essential in the design process.
• Identifying key players is vital for successful change management.
• Lisa aims to spread the values of human-centered design in traditional industries.
• Optimizing operations is a continuous journey that requires collaboration.
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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 their 11th anniversary. The conversation underscores the need for collaboration between technology and experience data to enhance IT services and employee satisfaction.

Takeaways

• Digital Employee Experience (DEX) is crucial for optimizing IT services.
• The partnership between HappySignals and Nexthink aims to enhance customer experience.
• Understanding both technology and human experience is essential in IT.
• Recent events have shown a strong interest in collaboration within the industry.
• The upcoming webinar will showcase practical use cases for the partnership.

Register for the upcoming webinar, or watch it on demand later:

https://www.happysignals.com/happysignals-nexthink-webinar

Chapters

00:00 Introduction to Digital Employee Experience

03:02 Strategic Partnership Announcement

05:05 Upcoming Events and Webinars

08:35 Company Culture and Team Building

10:22 Introduction to the Conversation

10:22 Exploring Key Themes in the Discussion