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Experience is the signal. Intelligence makes it useful.

Why the metrics you trust most might be the ones hiding the real problem, and what to measure instead.

  • Pasi NikkanenPasi NikkanenCo-founder, HappySignals
  • Sami KallioSami KallioCEO, HappySignals
The session

Experience Intelligence: what it means and the impact you can make

Here's an uncomfortable truth: a decade of asking IT leaders "How happy are your employees?" yielded the same answer, over and over — 3.7 out of 5. Nobody could say if that was good or bad. They just knew it "had always been that way." So, instead of getting a helpful score with context and direction to move forward, IT leaders were hitting a blind spot.

In this session, Sami Kallio and Pasi Nikkanen look at why the metrics you trust most might be the ones hiding the real problem, and what to measure instead.

In 30 minutes, you'll learn:

  • Why "3.7 out of 5, always has been" is a red flag, not a stable score
  • How a hidden segment at 2.1 can sit inside a healthy 4.6 average, and why that group matters most
  • The five-step model that turns feedback into decisions IT can actually act on
  • Where to start: ITSM, AI adoption, or the digital workplace
Who it is for

Is this session for you?

CIOs and IT leaders

See whether your technology investments make work better for employees, and bring that proof to the CEO and CFO.

Heads of IT operations and service management

Get one honest picture of service health across teams and vendors, and steer service quality instead of reacting to escalations.

IT service owners

See how your services feel to the people who use them, even when the SLAs are green, and put improvement effort where it removes the most friction.

I’m interested in

Fast does not mean fixed.

A 30-minute call with a service delivery specialist. Bring your last CSAT report.

Book a demo See how it works for service delivery →