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The Employee Experience Podcast
In this episode of the HappySignals IT Experience podcast, host Sakari Kyrö speaks with service management and leadershi...
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In this episode of the HappySignals IT Experience podcast, host Sakari Kyrö speaks with Alex Vallette, a seasoned profes...
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In this enlightening conversation, Dave Snowden discusses the principles of complexity science and its application in or...
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In this episode, we explore the anticipated trends for 2025, focusing on budget predictions, the role of AI in IT suppor...
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In this episode of the IT Experience Podcast, Pasi , Sami, and Sakari discuss the latest trends in IT experience managem...
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How PepsiCo is Transforming IT and Enterprise Services with Experience Management Presented by Prashant Arora, PepsiCo, ...
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In this episode of ITXM Insights, Pasi Nikkanen and his team celebrate the 10th anniversary of HappySignals, reflecting ...
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In this episode of the Happy Signals IT Experience podcast, Stephen Mann discusses the evolving landscape of IT Service ...
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In this conversation, David Barrow discusses his experience in IT service management, drawing parallels between the prin...
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If your decisions or work impact the way IT support tickets are managed in your workplace, then this episode is for you....
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In this episode of ITXM Monthly, the Sakari, Sami, and Pasi discuss the watermelon effect and how to address it. They sh...
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In this episode, Pasi and Sakari discuss the future of IT support. They start by talking about the recently released Glo...
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Claire Agutter, founder of Scopism, discusses the evolution of service management and the role of Service Integration an...
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In this episode, Darren Rose, a service management consultant, discusses enterprise service management (ESM) and its pra...
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This month's episode of ITXM Insights is about “More smiles, less time wasted”, so taking about productivity. Sami, Saka...
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The Monthly ITXM Insights February 2024 Subscribe to our newsletter to keep up to date on the latest news around IT Exp...
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Register for the ITXM Summit 2024 on January 31st: https://www.happysignals.com/itxm-summit In This Episode we talk on ...
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Register for the ITXM Summit 2024 on January 31st: https://www.happysignals.com/itxm-summit In This Episode we talk on ...
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Register for the ITXM Summit 2024 on January 31st: https://www.happysignals.com/itxm-summit In this episode, Pasi and S...
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Mark Smalley recently wrote an article on LinkedIn about IT Economics that got a lot of attention. Possibly quite surpri...
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In this episode, we're joined by Simone Jo Moore, an expert in enterprise IT Service management. Simone delves into ...
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While experience level agreements (XLAs) continue to be a hot topic, IT service leaders need more practical guidance on ...
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Our guest this week is Katrina Macdermid, the author of Humanising IT. We speak about how many ways of working in IT ar...
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This is the 100th of The IT Experience Podcast and we look into the 4 years of running the podcast, how the market has d...
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Weston Morris is the Senior Director for Global Strategy for Digital Workplace Solutions at Unisys, and the podcast host...
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Our guest, Dr Selena Fisk, the author of "I'm not a numbers person", helps organizations make better sense...
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Matt Beran, Host of Ticket Volume podcast and InvGate Product Specialist joins us to speak about the state of IT Service...
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Why are some organisations insisting employees return to the office, asks Karen Ferris. Remote work was probably the rea...
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In This Episode Pasi is talking with Katie Bates, VP of Global Partnerships at HappySignals on How Customers and MSPs Be...
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In this episode, I'm joined by Roy Atkinson from Clifton Butterfield LLC to discuss his predictions for the CIO agenda i...
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In this episode, I’m joined by Neil Keating from Bright Horse to talk about Experience Management Office (XMO). So if yo...
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How Data Quality in ServiceNow impacts Experience Many times operational data in ServiceNow is missing or is bad quality...
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Mark Smalley is a well-known person in the ITSM industry, a contributor to the ITIL4 body of knowledge and by his own de...
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Doug Rabold is HDI's Top 25 Thought Leader; International Speaker & Certified Trainer; Chairman of Board at HDI;...
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The guest in this episode is Antonina Klentsova, IT expert in Digital and Sustainable transformation. She is one of the ...
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Back with the "Happy in 15" -format, Sami and Pasi dive into the topic of how to answer to Cost Saving Pressur...
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At HappySignals we talk a lot about People vs. Process and Technology, our guest Lauren Kelly really explains how behavi...
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Sami and Pasi go through the typical mistakes organizations seem to make when they change their outsourced Managed Servi...
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In this episode we speak about skills assessment in IT. Our guest in this episode is Matthew Burrows, takes us through t...
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In this episode Sami and Pasi go through a recent finding from The Global IT Experience benchmark, which states that 80%...
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Welcome to this new season of The IT Experience Podcast. This season we’ll introduce Sakari from HappySignals as another...
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Are you making IT decisions based on who is shouting the loudest? Or maybe you're gut feeling? Are your business stakeho...
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Ding Ding, all aboard! Being the driver for IT Experience Management in your organisation can be a challenge, especially...
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The use of ITXM™ is increasingly growing, with Gartner predicting a rapid growth in IT Experience Management over the ne...
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Following on from our previous episode, we bring you another practical episode on how ITXM™ is a vital tool for your IT’...
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ITXM™ is the framework that brings the practice of experience management into IT operations. In this first episode of Ha...
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ITXM™ or IT Experience Management brings experience management, a practice that has been used in external customer suppo...
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We all wish that the war in Ukraine would end soon. While our ability to help is limited, we wanted to do two things. ...
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In this episode Pasi is joined by Roy Atkinson to reflect what was top of mind with IT leaders in 2021 and what trends R...
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If your IT Service Desk can reduce the amount of lost time each end-users experiences when IT incidents and requests occ...
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Experience Management requires a change in working culture in order to truly focus on the new found existence for servic...
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You probably have often heard us refer to the concept of “Experience Management”. But this concept can be quite vague fo...
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In this fully packed episode, Pasi and Sami start the conversation on how IT management teams should be using Experience...
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Creating cooperation with your Service Providers creates greater alignment to IT goals and greater motivation to deliver...
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Human-Centric IT is a topic we frequently talk about in ITSM and IT Service Delivery. Human-Centric IT puts your end-use...
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Are you wondering where Employee Experience sits in the business, whether IT or HR owns it? Or maybe how starting from a...
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Ticket bouncing, commonly known as ticket reassignment, is where an IT incident or request ticket is passed from one tea...
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Typically, Service Desk agents are heavily demotivated due to receiving an influx of negative feedback, typically due to...
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Do you have many people working in remote places where the IT walk-in experience is unavailable? Do some of you end-user...
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Experience Level Agreements (XLAs) are the topic everyone's talking about. But does this mean you should be removing you...
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So you've invested in your (new) ServiceNow platform, how do you now show the value and the ROI from the NOW platform? I...
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Human feelings and experiences of IT services will always be the most reliable indicator for experience. Human-centric I...
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Are your end-users regularly complaining about IT Services? Do they feel that their voice isn't heard or listened to? Do...
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Having one overall metric to measure everything within your IT services isn't sufficient in providing in-depth informati...
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A question we hear a lot at HappySignals is "What would be a good score for our company?" In this special edition of Hap...
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Unhappy end-users, losing productivity daily, a constant stack up of support tickets for IT incidents and requests? If t...
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In this special episode of Happy in 15, HappySignals CEO, Sami Kallio, has his first opportunity to dive deeper into Ser...
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Just like 2020, Yearly Surveys are a thing of the past and something to be forgotten. Yearly Surveys do not give you tha...
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The ever-changing needs of end-users are a phenomenon that must be addressed to streamline IT services to keep your empl...
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It is time for something new, something fresh. We have decided to stop making long 45-minute podcast episodes and bring ...
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In this episode, Sami is joined by Katie Bates, VP of Global Partnerships and Alliances at HappySignals. Sami and Katie ...
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Bright Horse's Neil Keating joins the HappyToday podcast to discuss how focusing on employee experience not only makes y...
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In this episode, Pasi is joined by Reckitt's Head of Global Service Management, Prashant Arora, as well as Andrew Murphy...
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Sami and Pasi are joined by the Co-founder and President of XLA Collab, Alan Nance. In this episode, the guys dive into ...
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Jimmy Fitzgerald, former Senior Vice President of Customer Outcomes at ServiceNow, joins Pasi in today's episode to disc...
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In this episode, Sami is joined by Damien Fenwick, a Service Manager from Fujitsu. Over the last few years, Damien has b...
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In this episode, Pasi is joined by Refinitiv's Director of Service Improvement, Mark Bewick, and Head of Service Managem...
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Pasi and Sami are joined with the change management rebel with a cause - Karen Ferris. Karen has been working as a chang...
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Pasi is joined by the Director of IT Service Delivery from George Washington University (GW), Chris Megill. In this epis...
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In this episode, Pasi and Sami explore what Experience Management means to different roles within the business, and how ...
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Pasi and Sami continue their conversation with ITSM legend Roy Atkinson, uncovering the different cornerstones of Employ...
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In this episode, Sami and Pasi dig deeper into the topic of Experience Level Agreements, discussing how companies need t...
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Today the guys are joined by ITSM legend, Roy Atkinson. Roy is currently the CEO and Principal Analyst at Clifton Butter...
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Following the recent release of the Practical Guide to XLAs, Sami and Pasi start discussing the chapter XLA vs SLA and t...
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Everything you've ever wanted to know about Experience Level Agreements is finally here. We have received a lot of inter...
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Pasi is joined by the team behind 'Project Happy', who increased the happiness of their end-users at Ahlstrom-Munksjö by...
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Pasi is joined by TOPdesk Service Management Consultant, Hannah Price. In this episode, Hannah and Pasi discuss the impo...
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Today the guys are joined by the CEO of Giarte, Marco Gianotten, discussing today's topic; is happiness overrated? This ...
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Independent ITSM Consultant, Barclay Rae, joins our hosts Sami and Pasi to discuss his latest article 'Watertight not Wa...
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Pasi and Sami are joined by three Global IT Services leaders from Campari Group, Sophos, and Reckitt Benckiser. In this ...
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Pasi and Sami discuss the key benefits of Experience Level Agreements, as well as giving real-life examples on how XLAs ...
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"Most people understand XLAs as focusing on the outcomes and experience-based outcomes" Experience Level Agreement...
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Remote work has been an emerging trend recently, with more and more organisations having to incorporate this way of work...
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Enfo's SVP of Service Center, Minna Nousiainen, shares the Enfo journey to becoming a modern IT Service Provider and the...
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Campari's CIO Christopher Woods "the first thing a sales director looks at is his daily sales report. One of the first t...
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Which factors are really impacting your employees positively and negatively in their IT service experience? In thi...
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Pasi gets hit with a watermelon! No seriously, an actual watermelon! In fact, the whole industry is getting hit with wat...
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Sami and Pasi discuss how our customers increase their employees productivity by 26% by making people happier. An increa...
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Sami and Pasi discuss data from over 1 million customer responses - the Happiness Score™ Report. In this episode they an...
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In this episode Pasi interviews Stephen Mann, who is the principal and content director at ITSM Tools. ITSM Tools is a w...
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Pasi meets Chris Fazey, the Global IT Digital User Experience Manager for Campari. In this episode, Chris explains how a...
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In this episode, Pasi and Sami discuss the HappySignals way to achieving Happiness in Employee Experience. Including how...
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Hosted today by Marko Ruusinen, our guy in Palo Alto. He's interviewing Blake Morgan a leader in customer experience. Sh...
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In this episode Pasi interviews Mark Smalley about ITIL 4 and his upcoming book "ITIL 4 - High Velocity IT". Links from ...
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Pasi and Sami give some points on why continuous Employee Experience measurement and management can show the value of yo...
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Pasi interviews Sami on his articles about changing the strategy in IT from Cost Reduction to Proving Business Value. --...
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Sad statistics say 70% of Digital Transformation projects fail and last year $900B was wasted last year. How do think ab...
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Speaker, Facilitator and Author Oscar Berg speaks about his book Digital WorkPlace, a step by step guide on Employee Exp...
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Are you planning an Automation initiative or thinking about RPA? Listen to this episode to learn how employee experience...
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Pasi met with Tomi Teikko, Founder and Soul of Tieto Empathic Building. Tomi shares his vision of empathic reality, wher...
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In this episode Pasi Nikkanen and Sami Kallio answer a question that came through twitter from @Joe_The_IT_Guy: How do y...
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Jacob Morgan, author of The Employee Experience Advantage, joins me for a chat about employee experience equation and ho...
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Pasi gives his take on a recent CIOReview.com article on Top Service Management Trends to Watch in 2019. Let's give a hi...
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Pasi learns how Jesper Hansen's team in Denmark analyses and improves their end-users experience with HappySignals exper...
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Sami Kallio interviews two MSP representatives in our yearly HUG customer event. Fujitsu UK's Cat MacDonald and Ti...
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In this episode Pasi Nikkanen had an interview with Riikka Salonen, Service Support Lead at Posti, the Finnish Postal Co...
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In this episode Sami Kallio meets Alan Norris, ISV Consultant at ServiceNow. They discuss how employee experience and se...
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In this episode Pasi goes and meets John Sullivan, CIO and Project Director at Virgin Trains. We talk about importance o...
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In HappySignals measurement tool, we define employee into four different behavioural profiles. In this episode we explai...
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In this episode we discuss with Sami on why it's important to have transparency inside the enterprise with experience da...
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Happiness Score™ is a ITSM Benchmark we gather from our customers data. It's anonymized and updated daily and the number...
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In this episode we talk about when is the right time to start measure, what are the fears related to measurement and why...
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How to use employee experience measurement as motivation for Service Desk teams and agents. How seeing the positive will...
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In this episode we talk about Employee Experience in ITSM and how HappySignals got started. Find out more here: https://...
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