ITXM Summit 2026: From Insights to Intelligence

Watch the recordings from our exclusive live event.

ITXM-ON-DEMAND FEATURED IMAGE PINK (1)

Session recordings now available

ITXM Summit 2026, live at the Tobacco Dock in London, explored how human-centric, experience-driven IT can unlock smarter decisions and real business impact. Watch the event recordings to learn from forward-thinking ITXM leaders on how to reduce end-user frustration, boost productivity, and enhance the workplace experience by translating emotions into data.

From Insights to Intelligence

Built on insights from 1.77M employees, the session shows how employee experience data and segmentation reveal how different groups of employees experience IT differently — and what to do about it. Featuring real stories from Nestlé and GEA, it demonstrates how putting people first turns IT into a true driver of business value.

By Sami Kallio and Ilkka Knuuttila from HappySignals, ft. Luis Eduardo Fernández Sánchez from Nestlé, and Shaun Brown from GEA.

DEXellence: People, process, tech (in that order!)

In this session, we explore the shift toward Digital Employee Experience (DEX) and why understanding employee experience is becoming critical for modern IT. We highlight how the Nexthink and HappySignals partnership brings together experience and operational data to give IT a complete, actionable view of how technology impacts people.

By Sami Kallio and Katie Bates from HappySignals.

Intelligence

In this segment, we introduce Ask HappySignals, the new “fifth pillar” of Experience Intelligence — designed to turn complex experience data into instant, actionable answers. It shows how teams can move faster by simply asking questions in plain language, unlocking insights across experience, employee, and technology data without needing deep expertise.

By Sami Kallio from HappySignals.

Demo of Ask: Your AI-powered experience advisor

In this live demo, we show how Ask HappySignals turns complex analysis into a simple, repeatable workflow — just ask, understand, and act. What used to take hours of manual reporting can now be done in seconds, with real customer examples from Invesco and Campari bringing the impact to life.

By Mark Bewick from HappySignals, ft. Chris Fazey from Campari, and Sharon Aggarwal from Invesco.

Our journey

In this closing, Sami reflects on the journey from feedback collection to Experience Intelligence, and what it takes to turn insight into real business impact. The message is simple: start with people, ask better questions, and take the next step from insight to action.

By Sami Kallio from HappySignals.

Also at the event:
Exciting line-up of industry experts

Chris Fazey

Group IT Senior Director, Global Service Delivery, Campari

Tracy Downer

Customer Success Director, Nexthink

Martin Beecher

End User Adoption & Change Lead, IT Services, Syensqo

Mark Butcher

Director, Technical Support, Wiley

Sharon Aggarwal

Senior Principal, Invesco

Donna Xanthidis

Associate Director, Technology Customer Experience, Invesco

Neil Keating

Co-founder and CEO, XLABS Global

Robin Marchand

Co-founder, XLA Institute

Sami Kallio

CEO & Co-founder, HappySignals

Shaun Brown

Director Global Service Delivery, GEA Group

From CIOs to service managers, product owners to transformation leads — HappySignals helps you put experience at the heart of every decision.

Agenda

Time (BST)

Session

11:00

Registration and coffee/tea with snacks

12:00

Keynote: From Insights to Intelligence

This keynote, led by HappySignals' CEO Sami Kallio, opens the ITXM Summit London with a clear message: it’s time to move beyond reports, gut feelings, and reactive decisions.

Through real-world perspectives, customer stories, and live on-stage moments, the keynote explores how experience data, people insights, and technology signals come together to reveal where employees are struggling, why it’s happening, and what to do next — without adding complexity.

The session builds toward a major platform unveil that marks a shift from traditional experience measurement to something far more powerful, and practical.

A must-see opening for anyone ready to stop guessing and start knowing.

Sami Kallio

Sami Kallio, CEO & Co-Founder + Guest Customer Speakers

14:00

Lunch

15:00

The Global IT Experience Benchmark 2026 - Key Findings

Discover What Millions Of IT End-Users Are Telling Us About IT Experience in 2026

What’s really driving employee happiness—or frustration—with IT in 2026? You’ll get a deep dive into trends across industries, company sizes, internal vs. outsourced service desks, and global IT support profiles. Join us to explore where time is being lost, how perceptions differ, and what leading organizations are doing to improve. Whether you're benchmarking performance or planning your next IT strategy move, these findings will give you a human-centric edge.

15:20

Fireside Chat: “Meet the Practitioners. Their Journeys and Best & Worst Feedback Ever Received”

A candid conversation with practitioners who have lived the shift toward experience-led IT. Hear how they got started, what they’ve learned along the way, and the most memorable feedback they’ve ever received — both good and bad.

Our fan-favorite podcast series live on stage

15:50

Fireside Chat: “Beyond CSAT. Why Experience matters in the services-led industry?"

A discussion on why traditional satisfaction scores no longer tell the full story. Explore why experience matters more in services-led businesses, and how organizations can move from measuring transactions to understanding real impact.

With Chris Fazey from Campari, Martin Beecher from Syensqo, and Mark Butcher from Wiley

16:20

Fireside Chat: “How Experience Is Becoming the Primary IT KPI”

IT leaders are under pressure to prove value in ways traditional metrics cannot. This session looks at why experience is becoming a leading KPI for modern IT, and how it helps teams make better decisions, prioritize action, and show business impact.

With Tracy Downer from Nexthink, Robin Marchand from XLA Institute, and Neil Keating from XLABS Global

16:50

Reflections & Final Remarks

17:00

Happy Hour

Who is the yearly ITXM Summit for?

CIOs and IT Leaders

IT Service Management and Delivery Professionals

Enterprise IT and Employee Experience Champions

MSP's and Service Providers

From CIOs to service managers, product owners to transformation leads — ITXM Summit will help you learn from industry pioneers how to shift IT decision-making from reactive to proactive and quantify and demonstrate IT's business impact through employee experience metrics.

In partnership with