PODCAST · business
The IT Experience Podcast
by HappySignals
Podcast for IT professionals who want to make experience count.HappySignals is the Experience Intelligence platform that measures the human experience of IT and turns continuous employee feedback into the intelligence that helps you make better decisions and drive real business impact.Read more at https://happysignals.com
Episodes
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137. ITXM Practitioners: Martin Beecher, IT Manager - End User Adoption & Change Lead
In this episode, Mark Bewick interviews Martin Beecher about the evolution of IT experience management, the importance of data-driven insights, and how empathy and relationship-building are transforming IT service delivery. The shift from technical support to experience management in IT The role…
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136. How IT Can Learn from CX to Improve Service with Matt Beran
In this episode, Sakari Kyrö and guest Matt Beran explore how IT can learn from customer experience (CX) principles to improve service delivery, onboarding, and support. They discuss practical strategies like mystery shopping, end-to-end experience, and continuous improvement to transform IT...
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135. From Zero to Hero: Human-Centric Leadership in Action with author Nora Osman
In this episode, Nora Osman shares her insights on human-centric leadership, the importance of authenticity, and practical strategies for transforming organizational culture through storytelling, empathy, and courage. Discover how her experiences and her book 'Zero to Hero' can inspire your...
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134. ITIL® (Version 5) and Experience Management with Mark Smalley
Register for the ITSM Summit 2026 at https://www.happysignals.com/itxm-summit/ -- In this episode, Mark Smalley discusses Sakari the latest version of ITIL® (Version 5), emphasizing the importance of experience as a core component. The conversation explores how human experience impacts IT service...
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133. ITXM Practitioners: Frank Fütz, IT Manager
Register for the ITSM Summit 2026 at https://www.happysignals.com/itxm-summit/ In this episode, Frank Fütz shares insights into IT experience management (ITXM), its importance, practical applications, and how it bridges the gap between traditional KPIs and actual user experience. Discover how to...
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132. Why CSAT Is Not Enough for Modern IT Service Management?
This podcast episode with Sakari and Mark explores the history, limitations, and future of CSAT and experience management in IT. Experts discuss how traditional metrics like CSAT and NPS can be complemented with deeper insights to drive meaningful improvements in service delivery. Key Topics...
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131. ITXM Practitioners: Donna Xanthidis and Sharon Aggarwal - Beyond CSAT
In this episode of Meet the Practitioner, Mark Bewick engages with Donna Xanthidis and Sharon Aggarwal from Invesco to discuss the evolution and practical applications of IT Experience Management (ITXM). They explore the limitations of traditional metrics like CSAT, KPIs, and SLAs, emphasizing…
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130. ITXM Practitioners: Shaun Brown, Director Global Service Delivery
In this episode, Shaun Brown discusses the evolution of IT experience management, emphasizing the importance of communication, reputation, and understanding user needs. He shares insights on measuring success through SLAs and CSAT, practical applications of experience management, and the value of...
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129. Lisa Bauer: Transforming Team Dynamics with Human-Centered Design
In this episode of the HappySignals podcast, host Sakari Kyrö interviews Lisa Bauer, who shares her journey through various industries and her experiences at IDEO. Lisa discusses the importance of human-centered design, the transition from an asking culture to an assigning culture in team…
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128. Better Together - DEX Partnership with HappySignals and Nexthink
In this episode of the IT Experience Podcast, hosts Pasi Nikkanen, Sami Kallio, and Sakari Kyrö discuss the importance of digital employee experience (DEX) and the recent strategic partnership between HappySignals and Nexthink. They share insights from a recent event in London, highlight an...
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127. From AI Hype to Human-Centred IT: Jaro Tomik from CDW
CDW chief technologist Jaro Tomik joins host Sakari Kyrö to unpack two seismic shifts rocking enterprise IT: the rise of AI-washing and the pivot to experience-led service management. Hear how Jaro’s “escape-room for IT” workshops flip roles, surface hidden bottlenecks and turn data visibility…
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126. Hasse Eranka - Clarity Over Complexity: The New Rule for IT Leaders
Communications strategist Hasse Eranka joins HappySignals’ Sakari Kyrö to reveal why IT teams often lose business audiences—and how a few audience-first storytelling habits can fix it fast. From cutting information overload to turning feedback loops into word-of-mouth advocacy, Hasse shares...
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125. Clarity, Common Sense & Storytelling — Paul Brandvold on Keeping ITSM Human
LinkedIn’s rising IT-service-management voice Paul Brandvold joins HappySignals host Sakari Kyrö to unpack why plain-language storytelling, real-world leadership, and a healthy dose of common sense are reshaping how internal IT support shows value. From the hidden pressures driving talent away to...
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124. 2025 Global IT Experience Benchmark: Uncovering the 13 % of Tickets Behind 80 % of Lost Productivity
Launched in May at London’s iconic The Gherkin tower, HappySignals’ Pasi Nikkanen sits down with benchmark lead Sakari Kyrö to unpack the brand-new 2025 Global IT Experience Benchmark Report. Together, they explore why employee-focused support still tops the happiness charts, how finance services...
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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 leadership consultant Sophie Hussey. They discuss the importance of future-proofing service management, the need for better education on service management in schools, and the visibility...
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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 professional in the publishing industry, about the current state of AI technology. They discuss the hype surrounding AI, the challenges small companies face in adopting it, and the...
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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 organizational change. He emphasizes the importance of understanding human interactions over attempting to change behavior directly. The discussion covers the evolution of ideas,...
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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 support, and the importance of human experience in a rapidly changing technological landscape. The conversation highlights the contradictions in budget expectations, the challenges of...
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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 management, insights from recent industry events, and the importance of aligning priorities for improvement. They explore how AI is transforming the service desk, the significance of...
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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, Inc. Prashant discusses the transformative strategies PepsiCo has implemented to streamline its services and enhance the end-user experience. Their journey has been one of...
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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 on their journey and the evolution of experience management. They discuss the importance of shifting from IT support to a people-centric approach, highlighting recent blog posts...
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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 Management (ITSM) with a focus on the impact of generative AI. He highlights the significant shift towards AI technologies in 2024, emphasizing the need for cautious adoption…
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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 principles of service management and the themes in the popular TV show 'Ted Lasso.' The conversation delves into the importance of learning from failure, building communities of...
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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. In this episode, David Stewart goes into depths of what his experience in IT has taught him about weaknesses in the current way of dealing with support tickets. He addresses…
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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 share their experiences from the SITS Expo in London and highlight the increasing interest in experience management. They also discuss the importance of focusing on the end-user...
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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 Global IT Benchmark Report, which highlights the importance of understanding the experience of end users. They then explore various themes related to the future of IT support,...
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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 and Management (SIAM). SIAM emerged from the outsourcing practices in the UK public sector and has become increasingly important as organizations work with multiple service...
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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 practical implementation. He emphasizes the importance of collaboration and cultural readiness within organizations to successfully implement ESM. Darren also highlights the...
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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, Sakari and Pasi discuss updates, upcoming events, book recommendations, and the danger of relying solely on DEX tools. Main topic of this episode is the new Guide They also explore...
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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 Experience Management, XLAs and Human-Centric IT at happysignals.com/itxm-insights In this episode, Sami, Sakari and Pasi introduce a new monthly format for the podcast where they...
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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 XLA 1.0 Contract example and recommendations, it's your first step to XLAs with your outsourcing partners. This episode is related to the XLA whitepaper published by HappySignals...
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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 how to tackle Penalties vs. Rewards when it comes to XLA Outsourcing Contracts. This episode is related to the XLA whitepaper published by HappySignals and Bright Horse. Find the...
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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 Sami discuss bringing XLAs into Outsourcing Contracts. This episode is related to the XLA whitepaper published by HappySignals and Bright Horse. Find the whole whitepaper here:...
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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 surprisingly considering the topic, but as he states that "any self-respecting person in IT should have a certain feeling about the ballpark figure of how significant IT costs in the...
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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 the considerations surrounding AI in IT Service Management, emphasizing the importance of ethics and maintaining a human-centric approach. Tune in as she sheds light on the delicate...
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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 how to include them in their outsourcing agreements. Join Sami Kallio from HappySignals and Neil Keating from Bright Horse as they share expert advice and best practices on...
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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 are based on established practices without consideration for the humans as end-users of IT services, or the humans working in IT services. These practices and assumptions lead to...
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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 developed, and talk about the two main themes we have identified: Employee Experience's Development into IT Experience Management Experience Level Agreements (XLAs) We'll also…
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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 of the Digital Workplace Deep Dive. The conversation dives into the quickly evolving world of Experience Level Agreements (XLA) are changing the way we look at IT services,...
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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 of the data that they have access to. She believes that everyone today ought to be a numbers person, being able to understand data in order to make evidence-based decisions at work. In this...
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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 Management in the US, what the Americans do well and where they struggle. In this conversation, we come across interesting differences and similarities between regional ways of...
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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 reason organisations were able to be resilient during the pandemic. Despite the evident success of remote work, there is a push by organisations to bring people back to the office....
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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 Benefit from IT Experience Management? Learn about the topic, the whitepaper available at Happysignals.com, and the upcoming webinar with ISG on 3st January 2023. MSP Whitepaper:...
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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 in 2023. Listen to this episode to learn in 15 minutes the most important things for the world of IT in the year ahead. Plus, take a sneaky look back at Roy's 2022 predictions to...
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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 you have or haven’t heard about them, listen to this episode to learn in 15 minutes the most important things about XMOs. Key Takeaways What is an XMO? Why do you need one? Who…
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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 and it's difficult to use all the tools available to make decisions when you cannot trust the data. If you don't know everything about your end-users it difficult to create...
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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 definition, his mission is “to help people understand Service. His latest thinking is around “Experience Dominant Logic”. The concept is linked to understanding how value is...
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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; CX, EX and Service Delivery Executive, and a familiar face in the ITSM events especially in the US. In this episode, I met Doug at the Service Management World HDI event in Orland. We...
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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 contributors to the ITIL4 framework and well known professional in the IT Service Management industry. The episode goes deep below the surface to look at the impact of human...
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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 Pressure as an IT Team and how Experience Management and ITXM™ can help. Key talking points: 1. Reduce IT costs and prioritize 2. Optimize IT outsourcing 3. Automate areas that matter Make sure…
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ABOUT THIS SHOW
Podcast for IT professionals who want to make experience count.HappySignals is the Experience Intelligence platform that measures the human experience of IT and turns continuous employee feedback into the intelligence that helps you make better decisions and drive real business impact.Read more at https://happysignals.com
HOSTED BY
HappySignals
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Frequently Asked Questions
How many episodes does The IT Experience Podcast have?
The IT Experience Podcast currently has 138 episodes available on PodParley. New episodes are automatically indexed when they're published to the podcast feed.
What is The IT Experience Podcast about?
Podcast for IT professionals who want to make experience count.HappySignals is the Experience Intelligence platform that measures the human experience of IT and turns continuous employee feedback into the intelligence that helps you make better decisions and drive real business impact.Read more at...
How often does The IT Experience Podcast release new episodes?
The IT Experience Podcast publishes regularly with 138 episodes available. Check the episode list for the typical release schedule.
Where can I listen to The IT Experience Podcast?
You can listen to The IT Experience Podcast on PodParley by clicking any episode. We provide an embedded audio player for direct listening, and you can also subscribe via your preferred podcast app using the RSS feed.
Who hosts The IT Experience Podcast?
The IT Experience Podcast is created and hosted by HappySignals.
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