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 ITXM
• The impact of user experience on IT performance
• Using experience level agreements (XLAs) to measure success
• Linking KPIs to employee and customer satisfaction
• Scaling ITXM across organizations

Follow Frank in LinkedIn: https://www.linkedin.com/in/frankfuetz/

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 CSAT
• Limitations of traditional satisfaction metrics
• The rise of experience management and XLAs
• How to interpret and act on experience data
• Cultural and regional differences in feedback
• The importance of standardized and comparable data
• Tools 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

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/--

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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

In this episode of the HappySignals podcast, host Sakari Kyrö interviews Lisa Bauer, who shares her journey through various industries and her experiences at IDEO. Lisa discusses the importance of human-centered design, the transition from an asking culture to an assigning culture in team dynamics, and the significance of stakeholder involvement in organizational change. She emphasizes the need for a culture of experimentation and continuous learning, drawing on her experiences to inspire others in their own transformation journeys.

Lisa Bauer - https://www.itslisabauer.com/

Takeaways

• Lisa is passionate about helping her colleagues and improving team collaboration.
• Her career path has been nonlinear, spanning various industries.
• Human-centered design is crucial for effective team dynamics.
• Transitioning from asking to assigning teams can enhance project outcomes.
• Involving stakeholders in the design process leads to better acceptance of changes.
• A culture of experimentation allows for learning and growth.
• Prototyping is essential in the design process.
• Identifying key players is vital for successful change management.
• Lisa aims to spread the values of human-centered design in traditional industries.
• Optimizing operations is a continuous journey that requires collaboration.
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In this episode of the IT Experience Podcast, hosts Pasi Nikkanen, Sami Kallio, and Sakari Kyrö discuss the importance of digital employee experience (DEX) and the recent strategic partnership between HappySignals and Nexthink. They share insights from a recent event in London, highlight an upcoming webinar, and emphasize the significance of company culture and team building as they celebrate their 11th anniversary. The conversation underscores the need for collaboration between technology and experience data to enhance IT services and employee satisfaction.

Takeaways

• Digital Employee Experience (DEX) is crucial for optimizing IT services.
• The partnership between HappySignals and Nexthink aims to enhance customer experience.
• Understanding both technology and human experience is essential in IT.
• Recent events have shown a strong interest in collaboration within the industry.
• The upcoming webinar will showcase practical use cases for the partnership.

Register for the upcoming webinar, or watch it on demand later:

https://www.happysignals.com/happysignals-nexthink-webinar

Chapters

00:00 Introduction to Digital Employee Experience

03:02 Strategic Partnership Announcement

05:05 Upcoming Events and Webinars

08:35 Company Culture and Team Building

10:22 Introduction to the Conversation

10:22 Exploring Key Themes in the Discussion

CDW chief technologist Jaro Tomik joins host Sakari Kyrö to unpack two seismic shifts rocking enterprise IT: the rise of AI-washing and the pivot to experience-led service management. Hear how Jaro’s “escape-room for IT” workshops flip roles, surface hidden bottlenecks and turn data visibility into a zero-ticket, proactive support vision—all while keeping people and productivity front-and-centre.

Key Take-aways

1. Beware AI-washing. Almost every vendor now claims “AI,” so leaders must cut through marketing noise to find real value.
2. Employee experience is the new compass. Human-centred design and continuous experience data now guide project prioritisation.
3. Scenario workshops build cross-functional empathy. Role-swapping lets teams feel each other’s pain, revealing blind spots safely.
4. Service-desk reality is tough. Experiencing the frontline first-hand fosters respect and partnership between business and IT.
5. Visibility requires three data lenses—technology, operational, experience. Only by merging all three can CIOs see true bottlenecks.
6. A living roadmap tames VUCA change. A clear three-year vision anchors busy teams and retains talent.
7. Automation + AI enable proactive, “zero-ticket” support. When IT knows device health and feelings up-front, users stay productive.
8. External facilitation accelerates buy-in. An outside voice often unlocks trust and momentum that internal teams struggle to spark.

Resources & Links mentioned

• Jaro Tomik on LinkedIn – connect for daily enterprise-service-management insights https://www.linkedin.com/in/jarotomik
• CDW Enterprise Service Management – learn how CDW guides large enterprises through experience-led transformation https://www.cdw.com/
• Scenario-Based IT Workshops (Sunburst Simulations) – explore the escape-room-style workshop framework Jaro runs https://sunburst-simulations.com/

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Communications strategist Hasse Eranka joins HappySignals’ Sakari Kyrö to reveal why IT teams often lose business audiences—and how a few audience-first storytelling habits can fix it fast. From cutting information overload to turning feedback loops into word-of-mouth advocacy, Hasse shares practical tools any CIO, service-desk lead or ITSM owner can use to showcase purpose, improve employee experience and prove value beyond uptime.

Key Take-aways

1. Start with the audience, not the stack. Shift from “what we did” to “why it helps you” to keep business partners engaged.
2. Less is more—ditch information overload. Strip non-essential details; clarity beats completeness when explaining technical work.
3. Story structure makes facts stick. Frame updates with a beginning-middle-end narrative and relatable examples.
4. Humanise IT through faces and formats. Replace long emails with short videos, plain language and visible experts.
5. Close the loop to build trust. Follow up after sending messages, gather feedback and show actions taken.
6. Consistency plus personality drive word-of-mouth. Regular, authentic communication sparks employees to champion IT across the organisation.
7. Communication is a skill—practice it systematically. Treat storytelling like any process: test, refine and repeat for measurable experience gains.

Resources & Links mentioned

• Hasse Eranka on LinkedIn – connect and follow his communication insights ⁠https://www.linkedin.com/in/hasse-eranka-34836423/⁠

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LinkedIn’s rising IT-service-management voice Paul Brandvold joins HappySignals host Sakari Kyrö to unpack why plain-language storytelling, real-world leadership, and a healthy dose of common sense are reshaping how internal IT support shows value. From the hidden pressures driving talent away to the grassroots expertise you’ll need when rolling out AI, Paul shares practical lessons every CIO, IT director, and service-desk lead can act on today.

Key Take-aways

• Storytelling cuts through ITSM jargon. Simple analogies turn “boring” concepts into messages people remember.
• Common sense beats framework dogma. Follow ITIL where it helps, but bend the rules when reality demands it. 
• Heroes are curious, service-minded “yes people.” They learn fast, step outside comfort zones, and keep teams resilient. 
• Listen to the grassroots on AI. Front-line agents understand user pain far better than top-down strategy decks. 
• Business stakeholders must see ITSM as a partner. Empathy and appreciation turn “thankless” support into joint value creation. 
• Relentless upskilling is non-negotiable. Automation will claim repetitive tasks, but opens new roles for people who adapt.

Resources & Links mentioned

• Paul Brandvold on LinkedIn – follow his daily ITSM insights ⁠https://www.linkedin.com/in/paulbrandvold⁠
• ITIL® Home – official site for the IT service-management framework Paul references ⁠https://www.axelos.com/best-practice-solutions/itil⁠

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Launched in May at London’s iconic The Gherkin tower, HappySignals’ Pasi Nikkanen sits down with benchmark lead Sakari Kyrö to unpack the brand-new 2025 Global IT Experience Benchmark Report. Together, they explore why employee-focused support still tops the happiness charts, how finance services can be both the happiest and the slowest, and why remote-work scores slipped as enterprises tighten return-to-office mandates. You’ll hear actionable insights every CIO, IT director and service-desk leader can use to turn experience data into measurable productivity gains.

Key Take-aways

1. This year's report included data from enterprise services beyond IT.
2. Happiness levels in IT, finance, and HR services are closely related.
3. Remote work happiness has decreased due to back-to-office mandates.
4. Ticket-based support and collaboration with IT are key happiness factors.
5. Open text feedback revealed a desire for improved IT support.
6. Industry-specific insights show varying happiness levels and lost time.
7. 80% of lost time comes from only 13% of tickets.
8. Understanding business costs versus IT costs is crucial for IT organizations.
9. A systematic approach to experience management yields significant results.

Resources & Links mentioned in this episode:

2025 Global IT Experience Benchmark Report – download the full report

https://www.happysignals.com/report

ITXM Summit on-demand sessions – watch Sakari Kyrö’s keynote and every other presentation from the London event

https://www.happysignals.com/itxm-summit

ServiceNow Knowledge Conference – the annual Las Vegas gathering referenced in the episode

https://knowledge.servicenow.com/

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In this episode of the HappySignals IT Experience podcast, host Sakari Kyrö speaks with service management and leadership consultant Sophie Hussey. They discuss the importance of future-proofing service management, the need for better education on service management in schools, and the visibility of career pathways in the field. Sophie emphasizes the significance of understanding the user experience, the role of service management in delivering services, and the challenges organizations face. They also explore the balance between data analysis and human insight, the role of mediation in service management, and how to recognize when external support is needed to improve organizational effectiveness.

Follow Sophie on Linkedin: https://www.linkedin.com/in/sophiehussey/

Takeaways

• Future-proofing service management is crucial for the industry.
• Education systems need to include service management in their curriculum.
• Service management can enhance user and colleague experiences.
• Visibility of career pathways in service management is lacking.
• Service management plays a significant role in delivering services effectively.
• Organizations often overlook the importance of talent management and leadership development.
• Reading between the lines can uncover deeper organizational issues.
• Data analysis must be complemented by human insight for effective decision-making.
• Mediation can help resolve conflicts and improve collaboration in teams.
• Recognizing symptoms of dysfunction can indicate the need for external support.

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