The IT Experience Podcast

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 leverage ITXM to improve service quality, employee satisfaction, and business outcomes.Takeaways:The evolution from ITSM to ITXMThe impact of user experience on IT performanceUsing experience level agreements (XLAs) to measure successLinking KPIs to employee and customer satisfactionScaling ITXM across organizationsFollow Frank in LinkedIn: https://www.linkedin.com/in/frankfuetz/

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 TopicsHistory and origins of CSATLimitations of traditional satisfaction metricsThe rise of experience management and XLAsHow to interpret and act on experience dataCultural and regional differences in feedbackThe importance of standardized and comparable dataTools and strategies for continuous improvementCheck out The Workplace, an IT mockumentary series season 1! https://www.youtube.com/playlist?list=PLFiSC5-kZIZBpuTcQ5XI7RjX3be-ud-CP

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 the need for a more human-centered approach to feedback and communication. The conversation highlights the importance of actionable insights derived from customer experiences and the positive impact of effective communication on service delivery. The episode concludes with practical advice for organizations looking to implement ITXM, encouraging a culture of continuous improvement and adaptability.TakeawaysCSAT metrics are often incomplete and don't provide full insights.Effective communication enhances the user experience significantly.ITXM allows for a more human-centered approach to IT services.Feedback should be actionable and lead to real improvements.Prioritization should be based on user experience, not just internal assumptions.Positive feedback can motivate teams and improve service delivery.Implementing ITXM can lead to a culture of continuous improvement.Don't be afraid to start the process of gathering feedback.Data from ITXM can reveal unexpected insights about user preferences.Flexibility in approach allows for quick adjustments in strategy.Donna XanthidisAssociate Director, Technology Customer Experience at Invesco Ltd.https://www.linkedin.com/in/donna-xanthidis-b06945103/Sharon AggarwalService Delivery Manager, Manager Global Server Operations at Invesco Ltd.https://www.linkedin.com/in/sharon-aggarwal-89a888/--Subscribe to our newsletter:LinkedIn: ⁠⁠⁠⁠https://www.linkedin.com/newsletters/it-experience-insights-6996053129205026816/⁠⁠⁠⁠Email: ⁠⁠⁠⁠https://happysignals.com/itxm-insights

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 feedback in driving change. The conversation highlights the shift towards a more human-centered approach in IT, focusing on building relationships and enhancing user experiences.TakeawaysExperience management is the evolution of IT service management.Building relationships is key to IT reputation.Communication is crucial for user satisfaction.SLAs measure speed, not user satisfaction.CSAT may not drive meaningful change.Lost productivity hours can highlight areas for improvement.Experience management should focus on user needs.Feedback is essential for continuous improvement.IT experience management is a team effort.Understanding emotional impact is vital in IT services.Shaun Brown: https://www.linkedin.com/in/shaunjbrown/Subscribe to our newsletter:LinkedIn: ⁠⁠⁠⁠https://www.linkedin.com/newsletters/it-experience-insights-6996053129205026816/⁠⁠⁠⁠Email: ⁠⁠⁠⁠https://happysignals.com/itxm-insights

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 dynamics, and the significance of stakeholder involvement in organizational change. She emphasizes the need for a culture of experimentation and continuous learning, drawing on her experiences to inspire others in their own transformation journeys.Lisa Bauer - https://www.itslisabauer.com/TakeawaysLisa is passionate about helping her colleagues and improving team collaboration.Her career path has been nonlinear, spanning various industries.Human-centered design is crucial for effective team dynamics.Transitioning from asking to assigning teams can enhance project outcomes.Involving stakeholders in the design process leads to better acceptance of changes.A culture of experimentation allows for learning and growth.Prototyping is essential in the design process.Identifying key players is vital for successful change management.Lisa aims to spread the values of human-centered design in traditional industries.Optimizing operations is a continuous journey that requires collaboration.Subscribe to our newsletter:LinkedIn: ⁠https://www.linkedin.com/newsletters/it-experience-insights-6996053129205026816/⁠Email: ⁠https://happysignals.com/itxm-insights