In this episode, Sami is joined by Katie Bates, VP of Global Partnerships and Alliances at HappySignals. Sami and Katie start the discussion on how creating partnerships with vendors and MSP will boost their success with their customers as well as their customer's employee's experience.

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Topics Covered in this episode:

Introduction to Katie Bates, VP of Global Partnerships and Alliances

How MSPs and vendors can differentiate from competitors

Why Partnerships are a force for customer success and high-quality customer experience.

Plus, Read our The Practical Guide to XLAs.

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About HappySignals

HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven.

Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average.

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Keep in contact

Facebook: https://www.facebook.com/HappySignalsLtd

LinkedIn: https://www.linkedin.com/company/happysignals/

Twitter: @HappySignalsLtd

Bright Horse's Neil Keating joins the HappyToday podcast to discuss how focusing on employee experience not only makes your end-user more productivity but can lead to further benefits for the organisation, such as loyal customers and shareholder value.

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Topics Covered in this episode:

The benefits of employee experience

Employee Experience impacts the business, not just employees

Plus, Read our The Practical Guide to XLAs.

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Bright Horse and Neil Keating

Helping organisations gain improved productivity, profits and customer loyalty through improving their employee and customer experience of IT Services. Providing leadership on the creation of Experience Management Offices with new thinking, new cultures and new technologies enabling customers to measure and improve employee and customer experience.

LinkedIn = linkedin.com/in/neildkeating

Bright Horse website = brighthorse.co.uk  

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About HappySignals

HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven.

Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average.

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Keep in contact

Facebook: https://www.facebook.com/HappySignalsLtd

LinkedIn: https://www.linkedin.com/company/happysignals/

Twitter: @HappySignalsLtd

In this episode, Pasi is joined by Reckitt's Head of Global Service Management, Prashant Arora, as well as Andrew Murphy the IS Manager of User Technology & Services EMEA. Pasi talks in-depth about Reckitt's journey from integrating Experience Management to their current success.

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Topics Covered in this episode:

How Reckitt started their journey with Experience Management

Inside behind the scenes view of Reckitt's ITSM and Employee Experience Framework

How Reckitt are pioneering forward to Experience greatness

Find out how Reckitt combines XLAs with SLAs

Plus, Read our The Practical Guide to XLAs.

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Reckitt (previously known as RB)

We protect, heal and nurture in the relentless pursuit of a cleaner, healthier world. Our products reach millions of people every day, as we fight to improve global access to the highest quality hygiene, wellness and nourishment.

Contact Prashant

LinkedIn = linkedin.com/in/parora6

Twitter = parora6

Email = [email protected]

Contact Andrew

LinkedIn = linkedin.com/in/arm66

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About HappySignals

HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven.

Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average.

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Keep in contact

Facebook: https://www.facebook.com/HappySignalsLtd

LinkedIn: https://www.linkedin.com/company/happysignals/

Twitter: @HappySignalsLtd

Sami and Pasi are joined by the Co-founder and President of XLA Collab, Alan Nance. In this episode, the guys dive into recent study findings and how there is now data starting to show what actually works when it comes to Experience Level Agreements.

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Topics Covered in this episode:

How XLAs can impact service positively

Why Incentives (positive and negative) should be used with your service desk

Including XLAS as part of Experience Management practice

Plus, Read our The Practical Guide to XLAs.

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XLA Collab and Alan Nance 

XLACollab helps enterprise-level organizations create and manage a valued and valuable employee experience that matters for their business.  We are made up of fiercely independent thinkers who apply the Art and Science of Experience to co-create the design and delivery of better customer experience.  Allowing organizations to offer products and services that make everyone feel good about interacting with them.

Contact Alan:

LinkedIn: linkedin.com/in/alannance

Twitter: @Alan_Nance

Email: [email protected] 

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About HappySignals

HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven.

Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average.

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Keep in contact

Facebook: https://www.facebook.com/HappySignalsLtd

LinkedIn: https://www.linkedin.com/company/happysignals/

Twitter: @HappySignalsLtd

Jimmy Fitzgerald, former Senior Vice President of Customer Outcomes at ServiceNow, joins Pasi in today's episode to discuss the three common questions he encountered from Senior Executives, about fully utilizing their ServiceNow platform. Not only this, but Jimmy also has some news on his next "Happy" venture.

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Topics Covered in this episode:

The three common questions C-Level Executives ask on Optimising ServiceNow

Why Experience Management is the key to ServiceNow

Plus, Read our The Practical Guide to XLAs.

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Jimmy Fitzgerald

Jimmy has been leading a global team of digital workflow experts focused on creating business outcomes for enterprises worldwide. He has collaborated with global practice leaders in a growing ecosystem of partners to accelerate excellence in delivering projects and customer value.  

LinkedIn = linkedin.com/in/jamesfitzgeraldservicenow

Twitter = @fitzgerald_jm

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About HappySignals

HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven.

Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average.

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Keep in contact

Facebook: https://www.facebook.com/HappySignalsLtd

LinkedIn: https://www.linkedin.com/company/happysignals/

Twitter: @HappySignalsLtd

In this episode, Sami is joined by Damien Fenwick, a Service Manager from Fujitsu. Over the last few years, Damien has been working on building the Experience Management practice for Fujitsu. Damien is a keen enthusiast for measuring experience and understanding how users feel about a service allows them to put their end-users at the heart and deliver a better service. 

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Topics Covered in this episode:

How Fujitsu approach Employee Experience

Putting end-users at the heart of their service delivery

Including XLAS as part of their Experience Management practice

Plus, Read our The Practical Guide to XLAs.

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Fujitsu and Damien  

Fujitsu Limited is a Japanese multinational information technology equipment and services company headquartered in Tokyo. In 2018, it was the world's fourth-largest IT services provider measured by global IT services revenue. Fortune named Fujitsu as one of the world's most admired companies and a Global 500 company.

Follow Damien on Social Media:

LinkedIn: https://www.linkedin.com/in/damien-fenwick-b74ba324/

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About HappySignals

HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven.

Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average.

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Keep in contact

Facebook: https://www.facebook.com/HappySignalsLtd

LinkedIn: https://www.linkedin.com/company/happysignals/

Twitter: @HappySignalsLtd

In this episode, Pasi is joined by Refinitiv's Director of Service Improvement, Mark Bewick, and Head of Service Management, Neville Hughes, discussing how Refinitiv changed their approach to implement experience led IT operations.

Refinitiv embarked on the journey to investigate and redefine their IT service. The journey unearthed common pain points, the “3 main ingredients of employee happiness” and confirmation that traditional metrics need “help” to consider employee experience.

Refinitiv has started a journey of employee happiness (with IT support), they are witnessing great results and have huge ambition to make things better still.

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Topics Covered in this episode:

Plus, Read our The Practical Guide to XLAs.

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Refinitiv

Refinitiv provides information, insights and technology that drives innovation and performance in global financial markets, serving more than 40,000 institutions in approximately 190 countries.

Contact information:

Mark Bewick:

[email protected]

Neville Hughes:

[email protected]

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About HappySignals

HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven.

Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average.

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Keep in contact

Facebook: https://www.facebook.com/HappySignalsLtd

LinkedIn: https://www.linkedin.com/company/happysignals/

Twitter: @HappySignalsLtd

Pasi and Sami are joined with the change management rebel with a cause - Karen Ferris. Karen has been working as a change management consultant for the last 3 year and in the episode, she discusses the events over the last year and how CIOs need to become the driving force for organisational cultural change.

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Topics Covered in this episode:

What COVID 19 has taught us about rapid change

CIOs play a prime responsibility  in cultural change

Tech the driver for change

Plus, Read our The Practical Guide to XLAs.

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Karen Ferris

Karen educates and coaches leaders to create a workforce resilient in the face of constant, uncertain and volatile change. The organisations Karen works with enjoy significant improvements in employee well-being, engagement and productivity.

Follow Karen on Social Media:

LinkedIn: linkedin.com/in/karenferris-resilience-change-management

Twitter: @Karen_Ferris

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About HappySignals

HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven.

Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average.

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Keep in contact

Facebook: https://www.facebook.com/HappySignalsLtd

LinkedIn: https://www.linkedin.com/company/happysignals/

Twitter: @HappySignalsLtd

Pasi is joined by the Director of IT Service Delivery from George Washington University (GW), Chris Megill. In this episode, Pasi and Chris discuss why GW has integrated HappySignals into its IT stack, on their quest to continuous service improvement and employee experience.

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Topics Covered in this episode:

George Washington University has over 50,000 IT tickets per year, with their primary audience students and faculty staff

How GW overcame challenges of low response rates through basic surveys

Why Happiness and Productivity matches with GW's service priorities

The benefits of using IT Support Profiles for an educational institution

Why Experience Data allows GW to predict trends and justify spending

Plus, Read our The Practical Guide to XLAs.

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George Washington University 

George Washington University is a private institution that was founded in 1821. It has a total undergraduate enrollment of 12,484, its setting is urban, and the campus size is 43 acres. It utilizes a semester-based academic calendar. 

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About HappySignals

HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven.

Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average.

------------------------------------------------

Keep in contact

Facebook: https://www.facebook.com/HappySignalsLtd

LinkedIn: https://www.linkedin.com/company/happysignals/

Twitter: @HappySignalsLtd

In this episode, Pasi and Sami explore what Experience Management means to different roles within the business, and how it can impact their work life and productivity.

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Topics Covered in this episode:

The benefits of Experience Management for:

Plus, Read our The Practical Guide to XLAs.

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About HappySignals

HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven.

Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average.

------------------------------------------------

Keep in contact

Facebook: https://www.facebook.com/HappySignalsLtd

LinkedIn: https://www.linkedin.com/company/happysignals/

Twitter: @HappySignalsLtd