The IT Experience Podcast

HappySignals

Podcast for IT professionals who want to make experience count. HappySignals is the Experience Intelligence platform that measures the human experience of IT and turns continuous employee feedback into the intelligence that helps you make better decisions and drive real business impact. Read more at https://happysignals.com

  1. 1日前

    137. ITXM Practitioners: Martin Beecher, IT Manager - End User Adoption & Change Lead

    In this episode, Mark Bewick interviews Martin Beecher about the evolution of IT experience management, the importance of data-driven insights, and how empathy and relationship-building are transforming IT service delivery. The shift from technical support to experience management in ITThe role of data in understanding and improving IT servicesThe importance of empathy and relationship-building in IT supportHow KPIs, SLAs, and feedback influence organizational changeThe impact of data-driven insights on customer satisfaction and service quality Takeaways Data is central to modern IT experience management, providing insights that go beyond traditional KPIs.Empathy and emotional connection are crucial for effective service management and team motivation.Organizations are increasingly using data to support proactive decision-making and operational improvements.Customer feedback, even negative, can be a powerful tool for organizational growth when properly analyzed.The transition from technical support to experience management requires cultural change and a focus on relationships. Martin Beecher LinkedIn: https://www.linkedin.com/in/martin-beecher-25500262/

  2. 7月23日

    136. How IT Can Learn from CX to Improve Service with Matt Beran

    In this episode, Sakari Kyrö and guest Matt Beran explore how IT can learn from customer experience (CX) principles to improve service delivery, onboarding, and support. They discuss practical strategies like mystery shopping, end-to-end experience, and continuous improvement to transform IT support and operations. Customer obsession in ITMystery shopping for IT supportEnd-to-end user experienceContinuous improvement and 1% ruleAI and automation in IT supportOnboarding and offboarding experiencesCross-industry learning between CX and ITHandling multi-category support challenges Matt Beran LinkedIn - https://www.linkedin.com/in/mattberan/ X - https://twitter.com/mattberan Resources Open Service Community - https://openservicecommunity.com/

  3. 7月9日

    135. From Zero to Hero: Human-Centric Leadership in Action with author Nora Osman

    In this episode, Nora Osman shares her insights on human-centric leadership, the importance of authenticity, and practical strategies for transforming organizational culture through storytelling, empathy, and courage. Discover how her experiences and her book 'Zero to Hero' can inspire your leadership journey. The motivation behind writing 'Zero to Hero'The importance of authenticity in leadershipUsing storytelling to connect and teachThe 'Watermelon Effect' in IT dashboardsThe impact of experiential learning and toursOvercoming resistance to changeThe role of courage and vulnerability in leadershipThe 'Platinum Rule' in human interactionsBalancing structure and human considerations Key take-aways Authenticity and storytelling are key to effective leadership.Experiential learning, like department tours, can transform organizational culture.Courage is doing things despite fear, not absence of fear.Treat people as they want to be treated, not as you want to be treated.Growth happens outside of comfort zones, embracing discomfort is essential. Nora Osman LinkedIn - https://www.linkedin.com/in/nora-osman/ Website - https://norvana.com/ Quote’s from Nora "Courage is doing things despite being afraid" "Do what's right, not just what's easy" "Treat people as they want to be treated" Resources Zero to Hero by Nora Osman - https://www.amazon.com/s?k=Zero+to+Hero+by+Nora+Osman

  4. 4月23日

    134. ITIL® (Version 5) and Experience Management with Mark Smalley

    Register for the ITSM Summit 2026 at https://www.happysignals.com/itxm-summit/ -- In this episode, Mark Smalley discusses Sakari the latest version of ITIL® (Version 5), emphasizing the importance of experience as a core component. The conversation explores how human experience impacts IT service management, trust, and organizational success. Key Topics Latest ITIL® (Version 5) and its new focus on experienceThe role of trust and human experience in IT Service ManagementChallenges and strategies for adopting experience-centric practices in ITIL Mark Smalley: https://www.linkedin.com/in/marksmalley/

  5. 3月26日

    133. ITXM Practitioners: Frank Fütz, IT Manager

    Register for the ITSM Summit 2026 at https://www.happysignals.com/itxm-summit/ In this episode, Frank Fütz shares insights into IT experience management (ITXM), its importance, practical applications, and how it bridges the gap between traditional KPIs and actual user experience. Discover how to leverage ITXM to improve service quality, employee satisfaction, and business outcomes. Takeaways: The evolution from ITSM to ITXMThe impact of user experience on IT performanceUsing experience level agreements (XLAs) to measure successLinking KPIs to employee and customer satisfactionScaling ITXM across organizations Follow Frank in LinkedIn: https://www.linkedin.com/in/frankfuetz/

  6. 3月12日

    132. Why CSAT Is Not Enough for Modern IT Service Management?

    This podcast episode with Sakari and Mark explores the history, limitations, and future of CSAT and experience management in IT. Experts discuss how traditional metrics like CSAT and NPS can be complemented with deeper insights to drive meaningful improvements in service delivery. Key Topics History and origins of CSATLimitations of traditional satisfaction metricsThe rise of experience management and XLAsHow to interpret and act on experience dataCultural and regional differences in feedbackThe importance of standardized and comparable dataTools and strategies for continuous improvement Check out The Workplace, an IT mockumentary series season 1! https://www.youtube.com/playlist?list=PLFiSC5-kZIZBpuTcQ5XI7RjX3be-ud-CP

  7. 2月26日

    131. ITXM Practitioners: Donna Xanthidis and Sharon Aggarwal - Beyond CSAT

    In this episode of Meet the Practitioner, Mark Bewick engages with Donna Xanthidis and Sharon Aggarwal from Invesco to discuss the evolution and practical applications of IT Experience Management (ITXM). They explore the limitations of traditional metrics like CSAT, KPIs, and SLAs, emphasizing the need for a more human-centered approach to feedback and communication. The conversation highlights the importance of actionable insights derived from customer experiences and the positive impact of effective communication on service delivery. The episode concludes with practical advice for organizations looking to implement ITXM, encouraging a culture of continuous improvement and adaptability. Takeaways CSAT metrics are often incomplete and don't provide full insights.Effective communication enhances the user experience significantly.ITXM allows for a more human-centered approach to IT services.Feedback should be actionable and lead to real improvements.Prioritization should be based on user experience, not just internal assumptions.Positive feedback can motivate teams and improve service delivery.Implementing ITXM can lead to a culture of continuous improvement.Don't be afraid to start the process of gathering feedback.Data from ITXM can reveal unexpected insights about user preferences.Flexibility in approach allows for quick adjustments in strategy. Donna Xanthidis Associate Director, Technology Customer Experience at Invesco Ltd. https://www.linkedin.com/in/donna-xanthidis-b06945103/ Sharon Aggarwal Service Delivery Manager, Manager Global Server Operations at Invesco Ltd. https://www.linkedin.com/in/sharon-aggarwal-89a888/-- Subscribe to our newsletter:LinkedIn: ⁠⁠⁠⁠https://www.linkedin.com/newsletters/it-experience-insights-6996053129205026816/⁠⁠⁠⁠Email: ⁠⁠⁠⁠https://happysignals.com/itxm-insights

  8. 2月12日

    130. ITXM Practitioners: Shaun Brown, Director Global Service Delivery

    In this episode, Shaun Brown discusses the evolution of IT experience management, emphasizing the importance of communication, reputation, and understanding user needs. He shares insights on measuring success through SLAs and CSAT, practical applications of experience management, and the value of feedback in driving change. The conversation highlights the shift towards a more human-centered approach in IT, focusing on building relationships and enhancing user experiences. Takeaways Experience management is the evolution of IT service management.Building relationships is key to IT reputation.Communication is crucial for user satisfaction.SLAs measure speed, not user satisfaction.CSAT may not drive meaningful change.Lost productivity hours can highlight areas for improvement.Experience management should focus on user needs.Feedback is essential for continuous improvement.IT experience management is a team effort.Understanding emotional impact is vital in IT services.Shaun Brown: https://www.linkedin.com/in/shaunjbrown/Subscribe to our newsletter:LinkedIn: ⁠⁠⁠⁠https://www.linkedin.com/newsletters/it-experience-insights-6996053129205026816/⁠⁠⁠⁠Email: ⁠⁠⁠⁠https://happysignals.com/itxm-insights

    130. ITXM Practitioners: Shaun Brown, Director Global Service Delivery
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番組について

Podcast for IT professionals who want to make experience count. HappySignals is the Experience Intelligence platform that measures the human experience of IT and turns continuous employee feedback into the intelligence that helps you make better decisions and drive real business impact. Read more at https://happysignals.com

情報

  • クリエイター
    HappySignals
  • 配信期間
    19年 - 26年
  • エピソード
    138
  • 制限指定
    不適切な内容を含まない
  • Copyright
    © 960605
  • 番組のWebサイト
    The IT Experience Podcast

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