Even though measuring is a considerable part of Experience Management, it's not the only aspect that matters. Doug Rabold (Amwell) is an advocate — and expert — of creating sentiments and building feelings. In this episode, he shares some insights into what experience should be, what Disney taught him, how he connects with others, and what he foresees as the future in Service Management.

Doug Rabold is the Senior Manager of Customer Support at Amwell and Chairman of the Board at HDI. He's a thought leader, author, international speaker, and certified trainer with a vast experience in Customer Experience, Service Delivery, and Sales.

Experience can be difficult to seize. Surveys are the default go-to option, but that doesn't mean they're always the right move. Pasi Nikkanen (HappySignals) shares some insights to use them wisely and explains what to do after obtaining the data. 

Passi Nikkanen is the Co-Founder, Chief Growth Officer, and Podcast Host at HappySignals. He has more than 20 years of experience in SaaS companies, where he went from working in Sales to Project, Portfolio, Strategy, and Leadership positions.

What do the industrial revolutions have to do with Service Management? Michael Cardinal walks Matt through the history of Quality Management - from Taylorism to the Ishikawas - to understand how the notion of quality was shaped. 

Michael Cardinal is a consultant and the Director of Business Process Management at Thirdera. Previously, he was a Practice Manager at TEKsystems and a Senior Instructor at ITSM Academy. But he's a history teacher at heart (a role he developed for over 20 years). As so, he's eager to track down the roots of new ideas and to reflect on how history can impact the present and future.

Though the concept (and concern) of experience is typically related to customers, employee experience shouldn't be overlooked. Sally Mildren talks about its relevance and the relationship between experience and revenue. Plus, she shares some tips to start implementing small but meaningful changes in your Standard Operating Procedures.

Sally Mildren is the Chief Executive Officer and Managing Partner of Boss Lady Consulting and ClarityPX. She has an extended background in healthcare, including a tenure in Kaiser Permanente as a Marketing Director and Centene Corporation/Coordinated Care as the Vice President of Customer Experience and Marketing. 

Managing a service desk is not only about ensuring that everything works, but also to look for opportunities to improve. Jason Turner (Princeton University) has A LOT of experience in that department and shares his methods to measure agent performance and boost service desk quality. Find insights on cold monitoring, scorecards, personalized feedback, and more!

Jason Turner is the Associate Director of Customer Support at Princeton University. He has over 20 years of experience in IT support, and his past tenure includes being the Service Desk Manager at the Children's Hospital of Philadelphia, the IT Support Center Manager at Pinnacle Foods Corporation, and a Solutions Director at Technisource.

The change from ITIL v3 to ITIL 4 was not merely a number. David Billouz (ITIL Master) discusses the core differences of scope, talks about Value Streams, and introduces us to the world of Value Management. Plus, the importance of building an ITSM community and giving something back to others.

David Billouz is an ITIL Master, ITIL 4 Co-author and Assessor, and ITIL v3 Expert. He's currently a Partner at NH Prague Knowledge Centers and the President at OCIRIS. He also has experience as an ITIL Product Ambassador for AXELOS and an Auditor at PeopleCert.

Doing IT support for schools is not easy, but neither too complex. Casey Rutherford shares his experience building a service desk, helping teachers with new technologies, integrating platforms, and automating processes.

Casey Rutherford is the Director of Educational Technology and Innovation at Faribault Public Schools, but he's a teacher at heart. Prior to that, he was a Physics and Math teacher for 16 years.

Expanding the Service Management mindset outside the IT department certainly has its challenges and roadblocks. Darren Rose (FSP) shares his thoughts on the matter and offers ideas about where to start, how to deal with the difficulties and put stakeholders in your pocket, and how to adapt to change and provide autonomy to your teams. Plus, he reflects on the two types of service touchpoints needed to provide good service.

Darren Rose is a Service Management Consultant at FSP and has worked for more than 15 years in the construction industry in roles related to service delivery. He's an expert in ITSM and ESM implementations, as well as Service Architecture and Design.

Providing business value is perhaps the most desired (and complex) outcome for organizations. Ken Wendle (Edify ITSM) shares his *V*A*L*U*E Formula and explains why the execution part should be at the foundation to truly deliver value. Plus, he delves into the differences with the Business Model Canvas and describes how to combine them.

Ken Wendle is the Founder of Edify ITSM, where he's been an Instructor, Consultant, and Speaker for over 10 years. Prior to that, he worked for 15 years at HR and almost seven at Anheuser-Busch Companies. He's the author of "The *V*A*L*U*E Formula" and was distinguished with the Ron Muns Lifetime Achievement Award in 2016.

The term "Sustainable IT" was first introduced in IT publications in 2021, but it's not something new. Antonina Douannes explains its extent, shares the three key areas to put it into practice, and reflects on the right mindset to make these efforts count in the shortest possible time.

Antonina Douannes is a Digital and IT Sustainability Leader and ITIL 4 Lead Editor. With 15 years of experience in the digital and IT industry, she's the Co-founder and Executive Coach of Watermelon & FETA, a coaching program for aspiring leaders.