17.06.2026 | 4 minute read

Podcast: How Frank Fuetz stopped trusting green dashboards

An accidental introduction to XLAs Frank didn't arrive at IT experience management through the usual service desk ...

ITXM Employee Experience Videos XLA ITSM Trends Continual Improvement Productivity & Lost Time ServiceNow CIO Global IT Experience Report MSP Cost Savings Watermelon Effect CSAT Customer Story Service Desk

4 minute read

17.06.2026

An accidental introduction to XLAs Frank didn't arrive at IT experience management through the usual service desk ...

4 minute read

16.06.2026

The origins of CSAT CSAT dates back to the 1950s, when organizations began measuring customer perception alongside ...

6 minute read

27.05.2026

After Kalmar separated from Cargotec, they had a rare opportunity to build all their IT services from the ground up.

6 minute read

26.02.2026

The problem with CSAT isn’t the score. It’s what the score can’t tell you. Sharon put it plainly: CSAT is “not bad,” ...