There’s a better way to run IT. It starts with experience.

Our CEO, Sami Kallio, explains it...

It started with one number: 3.7

Twelve years ago, our founders asked IT leaders a simple question: What do you actually know about how your employees experience IT? Almost every answer was the same: "Our CSAT is 3.7." And when asked whether 3.7 was good or bad, no one could say. It had just always been 3.7.

One number. No context. No direction. A score that had stopped challenging anyone to do better.

Here's the problem with that number: averages kill development. A single score hides how differently people experience IT — the technical users who quietly distrust support, the one location sitting at 2.1, while the company average rests comfortably at 4.6. And those people might be the team standing in front of your customers.

Experience Intelligence exists to break that average open.

Our vision

We imagine a future where employee experience is at the heart of every IT decision. One where happy, productive employees and great IT services drive measurable business impact together.

Experience is always happening. Measured or not, people are having an experience with IT right now. Every interaction, every frustration, every moment where technology helps or slows someone down. Are you listening?

Technology doesn't create value on its own. People do. Start with their experience, design the process around it, and let technology support what actually works.

This is human-centric IT. And it's the philosophy behind everything HappySignals does.

When technology slows people down, they feel it immediately. A system can be technically "within spec" and still cost an employee an hour of lost productivity. That's why humans are the best sensors you have. Emotions are complicated, but they're also your most valuable signal.  The best IT teams don't avoid that. They harness it.

Most IT organizations measure what's easy to measure, like ticket volumes, resolution times, SLA compliance, device health, app usage, and uptime. By those numbers, everything looks green.

But green dashboard don't tell you how a finance leader feels when SAP goes down at quarter's end. They don't tell you that 13% of your tickets are causing 80% of your employees' lost productivity. And they don't tell you which services are quietly eroding trust and engagement while every metric stays in spec.

This is the watermelon effect. Green on the outside, red on the inside.

The cost is real, and it's hiding in plain sight. Every hour an employee loses to a frustrating IT experience is an hour not spent moving the business forward. Across thousands of employees, it adds up fast — but it never shows up in the ticket count.

Two questions every IT team should be able to answer

"Experience is the signal. Intelligence is what makes it useful."

HappySignals is the Experience Intelligence platform for enterprise organizations, built on a decade of our own experience data and continuously refined by IT Experience Management experts. It integrates with the ITSM and DEX tools already in your stack, including ServiceNow, BMC, and Nexthink.

Experience Intelligence starts with the signal traditional IT tools miss — the human experience. Then it makes that signal useful by connecting it to everything you already know.

A feeling on its own is just a feeling. Intelligence comes from context. Experience Intelligence brings four kinds of data together.

Knowing who your employees are — not as a headcount, but as people — is what turns a number into a decision. And by having all of these types of data, IT leaders have a complete picture: not just how people feel, but what that feeling is costing the business.

What makes HappySignals different?

Experience Intelligence spans several areas, but start with one, get successful, then
carry the practices to the others. 

• Service Management (ITSM) - go beyond CSAT to see which services, channels, and reassignments cost the most time.
• Digital Workplace - pair with your DEX tool to add the human perspective on devices and apps, and find the friction that averages hide.
• AI Transformation - measure the value of your AI transformation rollouts: who is getting value, who needs support, and where rollout is stalling on people, not technology.