The IT Experience Podcast

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

The IT Experience Podcast is a business podcast hosted by HappySignals, with 138 episodes on record and a Required Pod Score of 80. PitchCentric scores this show on Booking Probability, Listen Score, and live audience signals refreshed every 24 hours.

HappySignals hosts The IT Experience Podcast, a business show with 138 episodes published.

Our AI reads these to draft pitches. Use them as grounding for a pitch that cites a real guest and a specific topic.

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  Episode #137

  137. ITXM Practitioners: Martin Beecher, IT Manager - End User Adoption & Change Lead

  Aug 6, 202631 minS5

  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 of data in understanding and improving IT services The importance of empathy and relationship-building in IT support How KPIs, SLAs, and feedback influence organizational change The impact of data-driven insights on customer satisfaction and service quality Takeaways Data is central to modern IT experience management, providing insights that go beyond traditional KPIs. Empathy and emotional connection are crucial for effective service management and team motivation. Organizations are increasingly using data to support proactive decision-making and operational improvements. Customer feedback, even negative, can be a powerful tool for organizational growth when properly analyzed. The transition from technical support to experience management requires cultural change and a focus on relationships. Martin Beecher LinkedIn: https://www.linkedin.com/in/martin-beecher-25500262/

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  Episode #136

  136. How IT Can Learn from CX to Improve Service with Matt Beran

  Jul 23, 202625 minS5

  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 support and operations. Customer obsession in IT Mystery shopping for IT support End-to-end user experience Continuous improvement and 1% rule AI and automation in IT support Onboarding and offboarding experiences Cross-industry learning between CX and IT Handling multi-category support challenges Matt Beran LinkedIn - https://www.linkedin.com/in/mattberan/ X - https://twitter.com/mattberan Resources Open Service Community - https://openservicecommunity.com/

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  Episode #135

  135. From Zero to Hero: Human-Centric Leadership in Action with author Nora Osman

  Jul 9, 202626 minS5

  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 leadership journey. The motivation behind writing 'Zero to Hero' The importance of authenticity in leadership Using storytelling to connect and teach The 'Watermelon Effect' in IT dashboards The impact of experiential learning and tours Overcoming resistance to change The role of courage and vulnerability in leadership The 'Platinum Rule' in human interactions Balancing structure and human considerations Key take-aways Authenticity and storytelling are key to effective leadership. Experiential learning, like department tours, can transform organizational culture. Courage is doing things despite fear, not absence of fear. Treat people as they want to be treated, not as you want to be treated. Growth happens outside of comfort zones, embracing discomfort is essential. Nora Osman LinkedIn - https://www.linkedin.com/in/nora-osman/ Website - https://norvana.com/ Quote’s from Nora "Courage is doing things despite being afraid" "Do what's right, not just what's easy" "Treat people as they want to be treated" Resources Zero to Hero by Nora Osman - https://www.amazon.com/s?k=Zero+to+Hero+by+Nora+Osman

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  Episode #134

  134. ITIL® (Version 5) and Experience Management with Mark Smalley

  Apr 23, 202630 minS5

  <p>Register for the ITSM Summit 2026 at https://www.happysignals.com/itxm-summit/</p><p>--</p><p>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 management, trust, and organizational success.</p><p>Key Topics</p>Latest ITIL® (Version 5) and its new focus on experienceThe role of trust and human experience in IT Service ManagementChallenges and strategies for adopting experience-centric practices in ITIL<p><br></p><p>Mark Smalley: https://www.linkedin.com/in/marksmalley/</p>

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  Episode #133

  133. ITXM Practitioners: Frank Fütz, IT Manager

  Mar 26, 202628 minS5

  <p>Register for the ITSM Summit 2026 at https://www.happysignals.com/itxm-summit/</p><p><br></p><p>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.</p><p><br></p><p>Takeaways:</p>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 organizations<p><br></p><p...

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