27.05.2026 | 6 minute read

Kalmar’s journey from IT metrics to experience intelligence

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

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

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.

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,” ...