Pasi and Sami continue their conversation with ITSM legend Roy Atkinson, uncovering the different cornerstones of Employee Experience and what companies need to be doing in order to effectively manage their end-users experience; Experience Management.

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Topics Covered in this episode:

The importance of feedback

Why you need to start measuring now

Experience Management process

Employee Experience relating to business outcomes

Goodhart's Law

Plus, Read our The Practical Guide to XLAs.

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Roy Atkinson

Roy Atkinson is a well-known evangelist in the ITSM arena, having authored and contributed to many pieces on content with ITSM.tools as well as a decade at Informa Tech. However, over the last 7 years, Roy has been offering his knowledge and services focusing on service management, customer service, customer experience, and content services.

Recently this year, Roy has also been made a fellow of the Institute for Digital Transformation, where he joins other Industry Experts who share their thoughts, opinions, and real-life experiences about the transition from the Industrial Era to the Digital Era

Follow Roy on Social Media:

LinkedIn: https://www.linkedin.com/in/royatkinson/

Twitter: @RoyAtkinson

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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 and Pasi dig deeper into the topic of Experience Level Agreements, discussing how companies need to go further than creating agreements for measuring experience, which has previously restricted its predecessor - Service Level Agreements. The guys also bring to light Experience Management - an overall approach to focus on building and maintaining positive experiences.

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Topics Covered in this episode:

Why experience is more than just an agreement

Experience Management - the way of working that focuses on 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

Today the guys are joined by ITSM legend, Roy Atkinson. Roy is currently the CEO and Principal Analyst at Clifton Butterfield LLC, offering business advice in service management.

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Topics Covered in this episode:

What is Employee Experience

The difference between Employee Experience and Employee Engagement

Experience and end-user feelings

Employee Experience from different viewpoints

Shifting experience to deal with unprecedented events (Global Pandemic)

Plus, Read our The Practical Guide to XLAs.

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Roy Atkinson

Roy Atkinson is a well-known evangelist in the ITSM arena, having authored and contributed to many pieces on content with ITSM.tools as well as a decade at Informa Tech. However, over the last 7 years, Roy has been offering his knowledge and services focusing on service management, customer service, customer experience, and content services.

Recently this year, Roy has also been made a fellow of the Institute for Digital Transformation, where he joins other Industry Experts who share their thoughts, opinions, and real-life experiences about the transition from the Industrial Era to the Digital Era

Follow Roy on Social Media:

LinkedIn: https://www.linkedin.com/in/royatkinson/

Twitter: @RoyAtkinson

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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

Following the recent release of the Practical Guide to XLAs, Sami and Pasi start discussing the chapter XLA vs SLA and the key differences between the two.

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Topics Covered in this episode:

The key differences between XLAs and SLAs

What really SLAs are

How XLAs compare to SLAs

Plus, Read our The Practical Guide to XLAs.

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XLA Partners

CitrusCollab 

Bright Horse 

Giarte

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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

Everything you've ever wanted to know about Experience Level Agreements is finally here. We have received a lot of interest and questions regarding XLAs - What are they? What are the benefits? How to implement them? and many more.

So we decided to make The Practical Guide to XLAs, which is now available to read and download from our website. Download now and share with your colleague: 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

Pasi is joined by the team behind 'Project Happy', who increased the happiness of their end-users at Ahlstrom-Munksjö by 112%, as well as decreasing the lost time by 69%. This was done in conjunction with their outsourced service partners Tech Mahindra and Tieto, as well as using ServiceNow as their ITSM tool.

Watch the full video and read the customer case here: https://www.happysignals.com/customer-cases/ahlstrom-munksjo

Read our The Practical Guide to XLAs

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Topics Covered in this episode:

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Ahlstrom-Munksjö

Ahlstrom-Munksjö is the global leader in fiber-based solutions, with over 45 plants and converting sites in 14 different countries. They have over 8,000 employees with their head office located in Helsinki. Ahlstrom-Munksjö report over 150,000 IT cases per year (incidents and requests) and has over 100 global IT services with over 500 local applications.

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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 TOPdesk Service Management Consultant, Hannah Price. In this episode, Hannah and Pasi discuss the importance of tailoring XLAs to an organization as well as bringing the customer into the conversation to truly impact the customer experience.

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Topics Covered in this episode:

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Hannah Price

Hannah has been working for TOPdesk for over seven years, helping clients implement ideas on-premises and SaaS solutions, as well as designing and optimizing their processes.

As well as this, Hannah is a frequent blog writer in the ITSM industry, including her article for ITSM.tools - What exactly are XLAs and how do you use them?

Read more of Hannah's Blogs:

TOPdesk

ITSMtools

Find Hannah on LinkedIn

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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

Read our The Practical Guide to XLAs.

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

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

Twitter: @HappySignalsLtd

Today the guys are joined by the CEO of Giarte, Marco Gianotten, discussing today's topic; is happiness overrated? This episode dives deeper into the metric of happiness, the importance of keeping end-users happy throughout their IT experience, and achieving greater value through a continuous happy experience.

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Topics Covered in this episode:

The pursuit of happiness

Happiness as a metric

The Importance of experiencing happiness over-time

Input, Outcome, and Impact

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Marco Gianotten and Giarte

Marco Gianotten is the CEO of Giarte, a research and consultancy firm within IT services and IT (out)-sourcing, operating out of Amsterdam, The Netherlands. Giarte has been recording experiential knowledge and perception of IT services in business environments for more than 15 years.

You can download a free copy of Digital Empathy e-book by Marco Gianotten here: https://promo.happysignals.com/digital-empathy-download

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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

Independent ITSM Consultant, Barclay Rae, joins our hosts Sami and Pasi to discuss his latest article 'Watertight not Watermelon SLAs' as well as how he sees the industry changing. Barclay also discusses with the guys the motion of how an agreement for experience may be difficult to adhere to, however, IT departments need to be measuring value, experience, and outcomes instead of traditional SLA metrics.

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Topics Covered in this episode:

'Watertight not Watermelon SLAs'. https://www.barclayrae.com/watertight-not-watermelon-slas/

How Experience Level Agreements could be difficult to measure if they remain agreements

A focus on Experience and Outcomes

Plus, Read our The Practical Guide to XLAs.

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Barclay Rae

Barclay Rae has been consulting and working in the ITSM industry for 30+ years. He has carried out a number of industry roles with various organisations such as SDI, itSMF UK, ITIL with Axelos, as well as being a co-author of recent ITIL publications.

Follow Barclay on Social Media:

LinkedIn: https://www.linkedin.com/in/barclayrae/

Twitter: @barclayrae

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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

Pasi and Sami are joined by three Global IT Services leaders from Campari Group, Sophos, and Reckitt Benckiser. In this episode we discuss the challenges, experiences, and key learnings from the explosion of Remote Work in the three different organisations from the data HappySignals has gathered from our HappinessScore™ Report. You can access a video version of this webinar recording here: https://bit.ly/3cKh4Ez -----  

About HappySignals HappySignals make 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. 

This saves time and money. Our customers have been able to make employees happier and increase productivity by 26%. This is why we exist.  Find out more here: https://www.happysignals.com/