53 episodes

Podcast for those who want to improve Employee Experience of IT Services in large enterprises. We talk about IT Experience, how does it change the culture of IT Departments from SLAs to Experience Metrics and XLAs. If you use ServiceNow or other enterprise service management system to provide services to end-users, then this is for you.

The IT Experience Podcast - HappyToday HappySignals

    • Business
    • 5.0 • 14 Ratings

Podcast for those who want to improve Employee Experience of IT Services in large enterprises. We talk about IT Experience, how does it change the culture of IT Departments from SLAs to Experience Metrics and XLAs. If you use ServiceNow or other enterprise service management system to provide services to end-users, then this is for you.

    53. #XLA - Experience Management Drives Business Value, with Bright Horse

    53. #XLA - Experience Management Drives Business Value, with Bright Horse

    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

    • 16 min
    52. #XLA - Reckitt; Pioneers for Experience Management

    52. #XLA - Reckitt; Pioneers for Experience Management

    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 = pprashan@gmail.com

    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

    • 28 min
    51. #XLA - Alan Nance from XLA Collab, Incentives Reap Huge Benefits

    51. #XLA - Alan Nance from XLA Collab, Incentives Reap Huge Benefits

    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: alan.nance@gmx.com 

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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

    • 23 min
    50. Optimise ServiceNow Through Experience Management, with Jimmy Fitzgerald

    50. Optimise ServiceNow Through Experience Management, with Jimmy Fitzgerald

    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.

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

    Keep in contact

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

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

    Twitter: @HappySignalsLtd

    • 17 min
    49. Employee Experience Drives Service Delivery, with Fujitsu

    49. Employee Experience Drives Service Delivery, with Fujitsu

    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.

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

    Keep in contact

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

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

    Twitter: @HappySignalsLtd

    • 25 min
    48. #XLA - Refinitiv's IT Service Transformation - From SLAs to XLAs

    48. #XLA - Refinitiv's IT Service Transformation - From SLAs to XLAs

    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:


    Break down some of the IT Support/business walls

    Understand how employees really feel and what can be done to make things better

    Improve relationships with employees and service providers


    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:

    mark.bewick@refinitiv.com

    Neville Hughes:

    neville.hughes@refinitiv.com

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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

    • 44 min

Customer Reviews

5.0 out of 5
14 Ratings

14 Ratings

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