In today’s digital workplace, every moment of friction with IT is a moment of lost productivity, diminished morale, and eroded trust. Employees expect technology to empower—not hinder—their work, and organizations that listen to these expectations outperform those that don’t. Experience management is no longer a “nice-to-have” metric for IT teams; it’s a strategic lever for business success. When employees feel heard and supported, they’re not just happier—they’re more productive, more engaged, and more likely to drive innovation. That’s why leading enterprises are shifting from process-centric SLAs to outcome-focused experience management, making the quality of IT support a boardroom priority.

How Hexaware and HappySignals Make Experience Measurable—and Actionable

Hexaware’s partnership with HappySignals operationalizes this vision by embedding the HappySignals IT Experience Management (ITXM) Framework at the heart of workplace support. Unlike traditional ITSM tools that measure process compliance, this approach captures real employee sentiment through validated, ready-made surveys that achieve 20–40% response rates—four times higher than industry-standard CSAT surveys. AI-driven analytics distill millions of data points into clear, actionable insights, enabling IT teams to pinpoint root causes, prioritize improvements, and set Experience Level Agreements (XLAs) that reflect what matters most to people—not just systems. With over 13 million end-user responses analyzed globally, this is experience management at enterprise scale.

Real Results: Quantifiable Gains and a Human-Centric Promise

The impact is tangible and proven. Organizations using HappySignals report an average productivity improvement of 26%. Subsea7, for example, boosted its employee happiness score by 49% (from 56 to 82 points) and reclaimed 39 minutes of lost time per IT ticket—translating to over 255,000 hours saved annually.

Hexaware’s recognition as an ISG Client Champion 2025 for transparency and measurable results underscores its commitment to delivering not just technology, but real smiles through great people and data-driven support. By partnering with HappySignals, Hexaware empowers enterprises to turn every IT interaction into a source of insight and improvement—making experience management the engine of business performance, not just an IT checkbox.