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The IT Experience Podcast

HappyToday, the podcast for those who want to improve employee experience and using enterprise service management tools like ServiceNow. Click below for all episodes on your favourite podcast platform.

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Learn and hear from your peers and industry leaders

We interview and discuss topics related to employee experience in service management. Why it's important and how people in the industry, like you, see it. Available on all the usual podcast platforms, as well as episodes found directly below.

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Latest Episodes

The Employee Experience Podcast

123. Future Proofing Service Management with Sophie Hussey
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123. Future Proofing Service Management with Sophie Hussey

In this episode of the HappySignals IT Experience podcast, host Sakari Kyrö speaks with service management and leadershi...

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122. Barriers to AI adoption with Alexandre Vallette
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122. Barriers to AI adoption with Alexandre Vallette

In this episode of the HappySignals IT Experience podcast, host Sakari Kyrö speaks with Alex Vallette, a seasoned profes...

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121. How to understand complexity with Dave Snowden
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121. How to understand complexity with Dave Snowden

In this enlightening conversation, Dave Snowden discusses the principles of complexity science and its application in or...

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120. IT Trends 2025 with Roy Atkinson
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120. IT Trends 2025 with Roy Atkinson

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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119. ITXM Insights - November 2024
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119. ITXM Insights - November 2024

In this episode of the IT Experience Podcast, Pasi , Sami, and Sakari discuss the latest trends in IT experience managem...

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118. How PepsiCo is Transforming IT and Global Business Services with Experience Management
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118. How PepsiCo is Transforming IT and Global Business Services with Experience Management

How PepsiCo is Transforming IT and Enterprise Services with Experience Management Presented by Prashant Arora, PepsiCo, ...

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117. Tiger Teams and Watermelons? ITXM Monthly
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117. Tiger Teams and Watermelons? ITXM Monthly

In this episode of ITXM Insights, Pasi Nikkanen and his team celebrate the 10th anniversary of HappySignals, reflecting ...

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116. AI in ITSM: Avoiding the Hype with Stephen Mann
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116. AI in ITSM: Avoiding the Hype with Stephen Mann

In this episode of the Happy Signals IT Experience podcast, Stephen Mann discusses the evolving landscape of IT Service ...

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115. David Barrow - What the TV show Ted Lasso can teach us about Service Management
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115. David Barrow - What the TV show Ted Lasso can teach us about Service Management

In this conversation, David Barrow discusses his experience in IT service management, drawing parallels between the prin...

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114. David Stewart - Breaking Free from Ticket Queue Silos
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114. David Stewart - Breaking Free from Ticket Queue Silos

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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113. Addressing the Watermelon Effect? ITXM Monthly - May 2024
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113. Addressing the Watermelon Effect? ITXM Monthly - May 2024

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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112. Future of IT Support - ITXM Monthly
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112. Future of IT Support - ITXM Monthly

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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111. Claire Agutter - How hard can SIAM be?
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111. Claire Agutter - How hard can SIAM be?

Claire Agutter, founder of Scopism, discusses the evolution of service management and the role of Service Integration an...

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110. Darren Rose - Keys to success with ESM. (Enterprise Service Management)
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110. Darren Rose - Keys to success with ESM. (Enterprise Service Management)

In this episode, Darren Rose, a service management consultant, discusses enterprise service management (ESM) and its pra...

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109. The IT Leaders Guide to Employee Productivity - More smiles, less time wasted
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109. The IT Leaders Guide to Employee Productivity - More smiles, less time wasted

This month's episode of ITXM Insights is about “More smiles, less time wasted”, so taking about productivity. Sami, Saka...

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108. Monthly Insights:
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108. Monthly Insights: "Forrester: The Future Of IT Experience Monitoring is Human-Centric" - Feb 2024

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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107. XLA 1.0 Contract Example #xla
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107. XLA 1.0 Contract Example #xla

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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106. #XLA - Penalties vs Rewards in XLA Contracts
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106. #XLA - Penalties vs Rewards in XLA Contracts

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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105. Four Options on How to Bring #XLAs into Contracts
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105. Four Options on How to Bring #XLAs into Contracts

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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104. IT Economics with Mark Smalley
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104. IT Economics with Mark Smalley

Mark Smalley recently wrote an article on LinkedIn about IT Economics that got a lot of attention. Possibly quite surpri...

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103. AI implications and considerations for ITSM, with Simone Jo Moore
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103. AI implications and considerations for ITSM, with Simone Jo Moore

In this episode, we're joined by Simone Jo Moore, an expert in enterprise IT Service management. Simone delves into ...

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102. How to Incorporate XLAs into Outsourcing Agreements - SDI Webinar Recording
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102. How to Incorporate XLAs into Outsourcing Agreements - SDI Webinar Recording

While experience level agreements (XLAs) continue to be a hot topic, IT service leaders need more practical guidance on ...

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101.
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101. "IT, stop jumping into solution mode!" with Katrina Macdermid

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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100. #XLAs #ITXM and Market Development of Experience Management in the past 4 years
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100. #XLAs #ITXM and Market Development of Experience Management in the past 4 years

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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99. Introducing XLAs with Unisys customers, with Weston Morris
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99. Introducing XLAs with Unisys customers, with Weston Morris

Weston Morris is the Senior Director for Global Strategy for Digital Workplace Solutions at Unisys, and the podcast host...

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98. What good is (ITXM) data if you don't make decisions based on it? with Dr. Selena Fisk
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98. What good is (ITXM) data if you don't make decisions based on it? with Dr. Selena Fisk

Our guest, Dr Selena Fisk, the author of "I'm not a numbers person", helps organizations make better sense...

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97. The state of ITXM/ITSM in the USA, with Matt Beran
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97. The state of ITXM/ITSM in the USA, with Matt Beran

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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96. What's wrong with Remote Work? Nothing! with Karen Ferris
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96. What's wrong with Remote Work? Nothing! with Karen Ferris

Why are some organisations insisting employees return to the office, asks Karen Ferris. Remote work was probably the rea...

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95. How Customers and MSPs Benefit from IT Experience Management? With Katie Bates
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95. How Customers and MSPs Benefit from IT Experience Management? With Katie Bates

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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94. CIO Agenda in 2023 - Predictions by Roy Atkinson
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94. CIO Agenda in 2023 - Predictions by Roy Atkinson

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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93. Happy XMOs! All about Experience Management Offices (XMO) with Neil Keating from BrightHorse
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93. Happy XMOs! All about Experience Management Offices (XMO) with Neil Keating from BrightHorse

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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92. How Data Quality in ServiceNow impacts Experience with Mikko Juola from DCM
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92. How Data Quality in ServiceNow impacts Experience with Mikko Juola from DCM

How Data Quality in ServiceNow impacts Experience Many times operational data in ServiceNow is missing or is bad quality...

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91. Mark Smalley on why IT needs “Experience Dominant Logic” to improve services
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91. Mark Smalley on why IT needs “Experience Dominant Logic” to improve services

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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90. Doug Rabold on Why #XLAs Matter Now More Than Ever?
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90. Doug Rabold on Why #XLAs Matter Now More Than Ever?

Doug Rabold is HDI's Top 25 Thought Leader; International Speaker & Certified Trainer; Chairman of Board at HDI;...

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89. Antonina Klentsova - What does diplomacy and sustainability have to do with better IT Service Management?
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89. Antonina Klentsova - What does diplomacy and sustainability have to do with better IT Service Management?

The guest in this episode is Antonina Klentsova, IT expert in Digital and Sustainable transformation. She is one of the ...

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88. Is Your IT Team Facing Cost Saving Pressure? #ITXM
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88. Is Your IT Team Facing Cost Saving Pressure? #ITXM

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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87. Lauren Kelly - How IT can harness behavioural thinking for real impact and value?
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87. Lauren Kelly - How IT can harness behavioural thinking for real impact and value?

At HappySignals we talk a lot about People vs. Process and Technology, our guest Lauren Kelly really explains how behavi...

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86. Don’t make these mistakes when changing your MSP. #ITXM #XLA
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86. Don’t make these mistakes when changing your MSP. #ITXM #XLA

Sami and Pasi go through the typical mistakes organizations seem to make when they change their outsourced Managed Servi...

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85. Matthew Burrows - On why skills mapping is essential to improving IT organisations
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85. Matthew Burrows - On why skills mapping is essential to improving IT organisations

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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84. Why is 80% of business productivity lost by 13% of your tickets?
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84. Why is 80% of business productivity lost by 13% of your tickets?

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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83. Welcome to New Season of IT Experience Podcast with Sakari
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83. Welcome to New Season of IT Experience Podcast with Sakari

Welcome to this new season of The IT Experience Podcast. This season we’ll introduce Sakari from HappySignals as another...

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82. How does IT Experience Management drive better decision making?
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82. How does IT Experience Management drive better decision making?

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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81. How to get the whole IT department into the ITXM™ bus
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81. How to get the whole IT department into the ITXM™ bus

Ding Ding, all aboard! Being the driver for IT Experience Management in your organisation can be a challenge, especially...

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80. Discover the four trends driving ITXM™ in 2022
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80. Discover the four trends driving ITXM™ in 2022

The use of ITXM™ is increasingly growing, with Gartner predicting a rapid growth in IT Experience Management over the ne...

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79. Using ITXM™ for Continual Improvement Success
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79. Using ITXM™ for Continual Improvement Success

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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78. How to use ITXM™ to Identify improvement areas in IT
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78. How to use ITXM™ to Identify improvement areas in IT

ITXM™ is the framework that brings the practice of experience management into IT operations. In this first episode of Ha...

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77. Master IT Experience Management (ITXM™)
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77. Master IT Experience Management (ITXM™)

ITXM™ or IT Experience Management brings experience management, a practice that has been used in external customer suppo...

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76. Thanks to Ukrainian IT for making our lives better
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76. Thanks to Ukrainian IT for making our lives better

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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75. What did IT talk about in 2021 and predictions for 2022 with Roy Atkinson
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75. What did IT talk about in 2021 and predictions for 2022 with Roy Atkinson

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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74. Give hours back to the business - More smiles, less time wasted
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74. Give hours back to the business - More smiles, less time wasted

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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73. Cargotec's Story - Creating an Experience Management Culture
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73. Cargotec's Story - Creating an Experience Management Culture

Experience Management requires a change in working culture in order to truly focus on the new found existence for servic...

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72. Cargotec's Story - How to implement Experience Management Framework
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72. Cargotec's Story - How to implement Experience Management Framework

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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71. How should IT management teams be using Experience Data?
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71. How should IT management teams be using Experience Data?

In this fully packed episode, Pasi and Sami start the conversation on how IT management teams should be using Experience...

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70. How to move from control to cooperation with your Service Providers
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70. How to move from control to cooperation with your Service Providers

Creating cooperation with your Service Providers creates greater alignment to IT goals and greater motivation to deliver...

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69. Steps to creating Human Centric IT, with bioMérieux
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69. Steps to creating Human Centric IT, with bioMérieux

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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68. Employee Experience for IT
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68. Employee Experience for IT

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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67. Ticket Bouncing - the most impactful ITIL metric?
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67. Ticket Bouncing - the most impactful ITIL metric?

Ticket bouncing, commonly known as ticket reassignment, is where an IT incident or request ticket is passed from one tea...

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66. Motivate your Service Desk, through Experience Management
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66. Motivate your Service Desk, through Experience Management

Typically, Service Desk agents are heavily demotivated due to receiving an influx of negative feedback, typically due to...

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65. Recreating the IT walk-in experience through Virtual Tech bars, with Sophos
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65. Recreating the IT walk-in experience through Virtual Tech bars, with Sophos

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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64. #XLA - Traditional SLAs; Should I remove them?
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64. #XLA - Traditional SLAs; Should I remove them?

Experience Level Agreements (XLAs) are the topic everyone's talking about. But does this mean you should be removing you...

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63. Don't make this mistake with your ServiceNow platform!
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63. Don't make this mistake with your ServiceNow platform!

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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62. Why are humans the best sensors for ITSM?
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62. Why are humans the best sensors for ITSM?

Human feelings and experiences of IT services will always be the most reliable indicator for experience. Human-centric I...

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61. Human-Centric IT - It's a journey, but easy to start
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61. Human-Centric IT - It's a journey, but easy to start

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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60. Experience; the shared goal for IT
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60. Experience; the shared goal for IT

Having one overall metric to measure everything within your IT services isn't sufficient in providing in-depth informati...

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59. Happiness Score™ - What would be a good score for our company?
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59. Happiness Score™ - What would be a good score for our company?

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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58. Experience is about People, Processes and Tech - In that order
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58. Experience is about People, Processes and Tech - In that order

Unhappy end-users, losing productivity daily, a constant stack up of support tickets for IT incidents and requests? If t...

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57. Deep Dive into Global IT Experience and Overall IT Happiness
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57. Deep Dive into Global IT Experience and Overall IT Happiness

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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56. Stop the 'Yearly Surveys' if you want to impact your IT Experience
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56. Stop the 'Yearly Surveys' if you want to impact your IT Experience

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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55. What challenges does human-centric IT solve?
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55. What challenges does human-centric IT solve?

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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The NEW format of 'IT Experience Podcast' - Happy in 15!
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The NEW format of 'IT Experience Podcast' - Happy in 15!

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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54. Partnerships; a Force for Customer Success
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54. Partnerships; a Force for Customer Success

In this episode, Sami is joined by Katie Bates, VP of Global Partnerships and Alliances at HappySignals. Sami and Katie ...

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53. #XLA - Experience Management Drives Business Value, with Bright Horse
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53. #XLA - Experience Management Drives Business Value, with Bright Horse

Bright Horse's Neil Keating joins the HappyToday podcast to discuss how focusing on employee experience not only makes y...

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52. #XLA - Reckitt; Pioneers for Experience Management
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52. #XLA - Reckitt; Pioneers for Experience Management

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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51. #XLA - Alan Nance from XLA Collab, Incentives Reap Huge Benefits
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51. #XLA - Alan Nance from XLA Collab, Incentives Reap Huge Benefits

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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50. Optimise ServiceNow Through Experience Management, with Jimmy Fitzgerald
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50. Optimise ServiceNow Through Experience Management, with Jimmy Fitzgerald

Jimmy Fitzgerald, former Senior Vice President of Customer Outcomes at ServiceNow, joins Pasi in today's episode to disc...

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49. Employee Experience Drives Service Delivery, with Fujitsu
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49. Employee Experience Drives Service Delivery, with Fujitsu

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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48. #XLA - Refinitiv's IT Service Transformation - From SLAs to XLAs
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48. #XLA - Refinitiv's IT Service Transformation - From SLAs to XLAs

In this episode, Pasi is joined by Refinitiv's Director of Service Improvement, Mark Bewick, and Head of Service Managem...

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47. CIOs are the Driving Force for Cultural Change, with Karen Ferris
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47. CIOs are the Driving Force for Cultural Change, with Karen Ferris

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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46. Continuous Service Improvement in Academia, with George Washington University
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46. Continuous Service Improvement in Academia, with George Washington University

Pasi is joined by the Director of IT Service Delivery from George Washington University (GW), Chris Megill. In this epis...

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45. #XLA - Experience Management Benefits all Business Roles
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45. #XLA - Experience Management Benefits all Business Roles

In this episode, Pasi and Sami explore what Experience Management means to different roles within the business, and how ...

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44. #XLA - Employee Experience with Roy Atkinson - Part 2
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44. #XLA - Employee Experience with Roy Atkinson - Part 2

Pasi and Sami continue their conversation with ITSM legend Roy Atkinson, uncovering the different cornerstones of Employ...

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43. #XLA - Experience is More than an Agreement
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43. #XLA - Experience is More than an Agreement

In this episode, Sami and Pasi dig deeper into the topic of Experience Level Agreements, discussing how companies need t...

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42. #XLA - Employee Experience for IT, with Roy Atkinson - Part 1
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42. #XLA - Employee Experience for IT, with Roy Atkinson - Part 1

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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41. #XLA - The Key Differences Between XLAs and SLAs
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41. #XLA - The Key Differences Between XLAs and SLAs

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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40. #XLA - The Practical Guide to Experience Level Agreements
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40. #XLA - The Practical Guide to Experience Level Agreements

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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39. How to increase happiness by 112%, with Ahlstrom-Munksjö
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39. How to increase happiness by 112%, with Ahlstrom-Munksjö

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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38. #XLA - Why SLAs Miss the Reality of a Situation, with TOPdesk's Hannah Price
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38. #XLA - Why SLAs Miss the Reality of a Situation, with TOPdesk's Hannah Price

Pasi is joined by TOPdesk Service Management Consultant, Hannah Price. In this episode, Hannah and Pasi discuss the impo...

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37. #XLA - Is Happiness Overrated, with Giarte CEO, Marco Gianotten
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37. #XLA - Is Happiness Overrated, with Giarte CEO, Marco Gianotten

Today the guys are joined by the CEO of Giarte, Marco Gianotten, discussing today's topic; is happiness overrated? This ...

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36. #XLA - Experience and Outcome Metrics with Barclay Rae
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36. #XLA - Experience and Outcome Metrics with Barclay Rae

Independent ITSM Consultant, Barclay Rae, joins our hosts Sami and Pasi to discuss his latest article 'Watertight not Wa...

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35. Chris Fazey, Dean Underwood and Prashant Arora, three Global IT Directors share their experience
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35. Chris Fazey, Dean Underwood and Prashant Arora, three Global IT Directors share their experience

Pasi and Sami are joined by three Global IT Services leaders from Campari Group, Sophos, and Reckitt Benckiser. In this ...

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34. #XLA - What are the Benefits of Experience Level Agreements?
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34. #XLA - What are the Benefits of Experience Level Agreements?

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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33. #XLA - What are Experience Level Agreements?
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33. #XLA - What are Experience Level Agreements?

"Most people understand XLAs as focusing on the outcomes and experience-based outcomes"  Experience Level Agreement...

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32. How 5,500 end-users feel about Remote Work, latest survey results
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32. How 5,500 end-users feel about Remote Work, latest survey results

Remote work has been an emerging trend recently, with more and more organisations having to incorporate this way of work...

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31. Enfo's Journey to Modern IT Service Provider (MSP)
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31. Enfo's Journey to Modern IT Service Provider (MSP)

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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30. CIO Interview: How To Create End-User Centric Culture? Christopher Woods, CIO at Campari
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30. CIO Interview: How To Create End-User Centric Culture? Christopher Woods, CIO at Campari

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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29. What Impacts Employee Experience in ServiceNow?
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29. What Impacts Employee Experience in ServiceNow?

Which factors are really impacting your employees positively and negatively in their IT service experience?  In thi...

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28. Internal Service Desks make Employees 47% More Productive with XLA?
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28. Internal Service Desks make Employees 47% More Productive with XLA?

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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27. Our Customers Increase Employee Productivity 26% by Making People Happier
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27. Our Customers Increase Employee Productivity 26% by Making People Happier

Sami and Pasi discuss how our customers increase their employees productivity by 26% by making people happier. An increa...

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26. Impact of ServiceNow's Reassignment Count on Employees Productivity
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26. Impact of ServiceNow's Reassignment Count on Employees Productivity

Sami and Pasi discuss data from over 1 million customer responses - the Happiness Score™ Report. In this episode they an...

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25. 2020 ITSM Trends with Stephen Mann / itsm.tools
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25. 2020 ITSM Trends with Stephen Mann / itsm.tools

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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24. Campari 'Goes a Sip Beyond' by Transforming their Employee Experience
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24. Campari 'Goes a Sip Beyond' by Transforming their Employee Experience

Pasi meets Chris Fazey, the Global IT Digital User Experience Manager for Campari. In this episode, Chris explains how a...

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23. Steps to Happiness in Employee Experience
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23. Steps to Happiness in Employee Experience

In this episode, Pasi and Sami discuss the HappySignals way to achieving Happiness in Employee Experience. Including how...

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22. Blake Morgan - Customer Experience Futurist, Keynote Speaker, Author
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22. Blake Morgan - Customer Experience Futurist, Keynote Speaker, Author

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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21. ITIL 4 - High Velocity IT with Mark Smalley
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21. ITIL 4 - High Velocity IT with Mark Smalley

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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20. Showing Value of ServiceNow Usage
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20. Showing Value of ServiceNow Usage

Pasi and Sami give some points on why continuous Employee Experience measurement and management can show the value of yo...

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19. From IT Cost to Business Value using Employee Experience
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19. From IT Cost to Business Value using Employee Experience

Pasi interviews Sami on his articles about changing the strategy in IT from Cost Reduction to Proving Business Value. --...

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18. $900B was wasted last year in Digital Transformation
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18. $900B was wasted last year in Digital Transformation

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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17. Step by Step Guide to Empowering Employee Experience with Oscar Berg
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17. Step by Step Guide to Empowering Employee Experience with Oscar Berg

Speaker, Facilitator and Author Oscar Berg speaks about his book Digital WorkPlace, a step by step guide on Employee Exp...

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16. Make your Automation Case with Experience Data
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16. Make your Automation Case with Experience Data

Are you planning an Automation initiative or thinking about RPA? Listen to this episode to learn how employee experience...

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15. Empathic Building, The Future of Office Work with Tomi Teikko
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15. Empathic Building, The Future of Office Work with Tomi Teikko

Pasi met with Tomi Teikko, Founder and Soul of Tieto Empathic Building. Tomi shares his vision of empathic reality, wher...

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14. How do you make a Business Case for Employee Experience measurement?
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14. How do you make a Business Case for Employee Experience measurement?

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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13. How does Service Management fit into Employee Experience Equation? Author Jacob Morgan joins for a chat
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13. How does Service Management fit into Employee Experience Equation? Author Jacob Morgan joins for a chat

Jacob Morgan, author of The Employee Experience Advantage, joins me for a chat about employee experience equation and ho...

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12. Top IT Service Management Trends to Watch in 2019 by CIOReview.com
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12. Top IT Service Management Trends to Watch in 2019 by CIOReview.com

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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11. Jesper Hansen from Region Midtjylland, Providing Experience for Hospitals
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11. Jesper Hansen from Region Midtjylland, Providing Experience for Hospitals

Pasi learns how Jesper Hansen's team in Denmark analyses and improves their end-users experience with HappySignals exper...

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10. Fujitsu and Tieto, discussion on MSP's changing world of outsourcing
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10. Fujitsu and Tieto, discussion on MSP's changing world of outsourcing

Sami Kallio interviews two MSP representatives in our yearly HUG customer event.  Fujitsu UK's Cat MacDonald and Ti...

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9. Happiest Enterprise 2019 - Finnish Postal Company, Riikka Salonen
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9. Happiest Enterprise 2019 - Finnish Postal Company, Riikka Salonen

In this episode Pasi Nikkanen had an interview with Riikka Salonen, Service Support Lead at Posti, the Finnish Postal Co...

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8. Interview with Alan Norris from ServiceNow
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8. Interview with Alan Norris from ServiceNow

In this episode Sami Kallio meets Alan Norris, ISV Consultant at ServiceNow. They discuss how employee experience and se...

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7. CIO Interview: Virgin Trains, John Sullivan
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7. CIO Interview: Virgin Trains, John Sullivan

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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6. Employees are different, learn how different profiles behave
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6. Employees are different, learn how different profiles behave

In HappySignals measurement tool, we define employee into four different behavioural profiles. In this episode we explai...

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5. Transparency with Experience Data is Crucial
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5. Transparency with Experience Data is Crucial

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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4. Happiness Score™ in April 2019
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4. Happiness Score™ in April 2019

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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3. When to start measuring Employee Experience
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3. When to start measuring Employee Experience

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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2. Motivation of Service Desk Agents
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2. Motivation of Service Desk Agents

How to use employee experience measurement as motivation for Service Desk teams and agents. How seeing the positive will...

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1. Employee Experience in ITSM
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1. Employee Experience in ITSM

In this episode we talk about Employee Experience in ITSM and how HappySignals got started. Find out more here: https://...

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