The IT Experience Podcast

In this special episode of Happy in 15, HappySignals CEO, Sami Kallio, has his first opportunity to dive deeper into Service Management and the Global IT Experience report, previously known as Happiness Score™ Report.

Sami goes through the latest findings from the Global IT Experience Benchmark Report for the first half of 2021, specifically focusing on the overall IT happiness areas, divulging data from all of our customers on the happiest areas of IT services, as well as the unhappiest areas.

In just 15 minutes you can find out why end-users on a global scale are:

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

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

Just like 2020, Yearly Surveys are a thing of the past and something to be forgotten. Yearly Surveys do not give you that valuable, qualitative data, that you can use at every step of your IT Service Experience. Let's throw you this statement; You wouldn't measure your customer experience once a year, so why do it with your employees?

In this episode of Happy in 15, Sami and Pasi divulge why Yearly Surveys are a thing of the past and the problems/challenges encountered by them, such as:

The rollercoaster year of 2020 proved a point that anything can happen, even overnight, which forces a change and adaption from companies and delivers new, diverse and unique experiences to your IT end-users. In this instance, yearly surveys are dead wood in the water and would never give you the real-time data to improve and react to your end-users experiences.

This use of "real-time" data is one cog in part of a big, well-oiled machine - Experience Management.

Find out more about Experience Management and Experience Level Agreements in our Practical Guide to XLAs

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

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

The ever-changing needs of end-users are a phenomenon that must be addressed to streamline IT services to keep your employees productive and, most importantly, happy.

Traditionally, in ITSM, we focus our measurement efforts on outputs, which is essentially the beginning of the end. By measuring IT services in this manner, we will never truly understand how end-users are experiencing IT services, creating the Watermelon effect.

On the other hand, creating a Human-centric IT solves more problems than just increasing the happiness of your end-users; even though that is a massive achievement.

In this first-ever episode of 'Happy in 15', we discuss the challenges IT is facing today, including:

- Bad Reputation of IT

- No central view of IT happiness

- No common focus for IT

- Lack of control with partners

- Unable to quantify end-user Happiness and Productivity

- Making decisions based on gut feelings instead of data-driven decisions

Find out how creating a Human-centric IT can help solve the challenges you are facing in your IT organization.

If you are loving this content, be sure to subscribe to Happy in 15 and never miss an episode. 

Looking for something even more bitesized? Check out our recently released Learning Center, where we cover everything from XLAs to optimizing your ServiceNow --> www.happysignals.com/learning-center

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

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

It is time for something new, something fresh.

We have decided to stop making long 45-minute podcast episodes and bring to you bite-sized, specific topic-focused content. This content will be published weekly-

We aim to bring you IT Experience Happiness in 15 minutes, that's why we have called this concept 'Happy in 15'.

If you prefer to watch the episodes, check them out on Youtube or our new content platform, The Learning Center, where you can find even more content answering specific questions and topic discussions, such as XLAs, ServiceNow, IT Culture and more Employee Experience related conversations.

We hope you enjoy it, stay happy!

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.

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

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.

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

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

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.

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

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.

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

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  

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

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 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.

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

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.

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

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

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

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

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.

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

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.

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

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] 

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

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

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.

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

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.

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

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

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

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, 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. 

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

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.

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

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/

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

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