20.02.2026 | 7 minute read

CSAT comes too late: Shaun Brown on what to measure instead

Reputation is built one interaction at a time Shaun frames IT experience management as a reputational discipline—not a ...

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

7 minute read

20.02.2026

Reputation is built one interaction at a time Shaun frames IT experience management as a reputational discipline—not a ...

Q: Chris, Campari Group has undergone significant IT transformation in recent years. Can you tell us how a ...

An Interview with Prashant Arora: Driving Transformative IT and Global Business Service Experiences at PepsiCo