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Happiness Score™ - What would be a good score for our company?

A question we hear a lot at HappySignals is "What would be a good score for our company?"

In this special edition of Happy in 15, HappySignals CEO, Sami Kallio, draws information from our recent Global IT Experience Benchmark report for H1. This report contains anonymous data from all of our customers across different cultures, countries and industries. Sami discusses how different industries and countries can have vastly different scores, hence making it quite difficult to create an "ideal score" or generic score to work towards.

Instead, Sami offers you advice on how to work out what would be a score that is smart and attainable for your specific company, as there is no one size that fits all.

Get your free copy of the H1 Global IT Experience Benchmark report: https://www.happysignals.com/global-it-experience-benchmark
Recorded Jul 22 2021 14 mins
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  • Don't make this mistake with your new ServiceNow platform! Aug 19 2021 4:00 pm UTC 15 mins
    Sami Kallio (CEO), Pasi Nikkanen (CGO)
    So you've invested in your (new) ServiceNow platform, how do you now show the value and the ROI from the NOW platform?

    In order to prove the value of enabling ServiceNow, you need to start managing this asset and start creating and delivering great experiences to your end-users.

    But what or even how do you start creating great experiences for your end-users, that are worth celebrating?

    In this episode of Happy in 15, Sami and Pasi discuss how you can begin to leverage the ServiceNow platform and begin delivering great experiences to your end-users. As well as this, the guys hear from Ex SVP of Customer Success, Jimmy Fitzgerald and his experience dealing with CIOs and executives needs when it comes to ServiceNow.
  • Don't make this mistake with your new ServiceNow platform! Aug 19 2021 11:00 am UTC 15 mins
    Sami Kallio (CEO), Pasi Nikkanen (CGO)
    So you've invested in your (new) ServiceNow platform, how do you now show the value and the ROI from the NOW platform?

    In order to prove the value of enabling ServiceNow, you need to start managing this asset and start creating and delivering great experiences to your end-users.

    But what or even how do you start creating great experiences for your end-users, that are worth celebrating?

    In this episode of Happy in 15, Sami and Pasi discuss how you can begin to leverage the ServiceNow platform and begin delivering great experiences to your end-users. As well as this, the guys hear from Ex SVP of Customer Success, Jimmy Fitzgerald and his experience dealing with CIOs and executives needs when it comes to ServiceNow.
  • Why are humans the best sensors for ITSM? Aug 12 2021 4:00 pm UTC 15 mins
    Sami Kallio (CEO), Pasi Nikkanen (CGO)
    Human feelings and experiences of IT services will always be the most reliable indicator for the experience. Human-centric IT puts your end-users are at the center of every single service that is delivered, and essentially, is your target market for deliverables.

    In this episode of Happy in 15, Sami and Pasi dig deeper into Human-Centric IT and what it means to have Humans as sensors when looking for feedback and improvements, across all IT Touchpoints.

    It is never too late to start your Experience Management journey, but it is better to start sooner than later. Your end-users are already having these experiences daily. The sooner you take this approach, the quicker you can start increasing their efficiency and productivity.

    Want to know more about Experience Management? Read our Practical Guide to XLAs: https://www.happysignals.com/the-practical-guide-to-experience-level-agreements-xlas
  • Why are humans the best sensors for ITSM? Aug 12 2021 11:00 am UTC 15 mins
    Sami Kallio (CEO), Pasi Nikkanen (CGO)
    Human feelings and experiences of IT services will always be the most reliable indicator for the experience. Human-centric IT puts your end-users are at the center of every single service that is delivered, and essentially, is your target market for deliverables.

    In this episode of Happy in 15, Sami and Pasi dig deeper into Human-Centric IT and what it means to have Humans as sensors when looking for feedback and improvements, across all IT Touchpoints.

    It is never too late to start your Experience Management journey, but it is better to start sooner than later. Your end-users are already having these experiences daily. The sooner you take this approach, the quicker you can start increasing their efficiency and productivity.

    Want to know more about Experience Management? Read our Practical Guide to XLAs: https://www.happysignals.com/the-practical-guide-to-experience-level-agreements-xlas
  • Human-Centric IT - It's a journey, but easy to start Aug 5 2021 4:00 pm UTC 15 mins
    Sami Kallio (CEO), Pasi Nikkanen (CGO)
    Human feelings and experiences of IT services will always be the most reliable indicator for experience. Human-centric IT puts your end-users are at the centre of every single service that is delivered, and essentially, is your target market for deliverables.

    In this episode of Happy in 15, Sami and Pasi dig deeper into Human-Centric IT and what it means to have Humans as sensors when looking for feedback and improvements, across all IT Touchpoints.

    It is never too late to start your Experience Management journey, but it is better to start sooner than later. Your end-users are already having these experiences daily. The sooner you take this approach, the quicker you can start increasing their efficiency and productivity.

    Want to know more about Experience Management? Read our Practical Guide to XLAs: https://www.happysignals.com/the-practical-guide-to-experience-level-agreements-xlas
  • Human-Centric IT - It's a journey, but easy to start Aug 5 2021 11:00 am UTC 15 mins
    Sami Kallio (CEO), Pasi Nikkanen (CGO)
    Human feelings and experiences of IT services will always be the most reliable indicator for experience. Human-centric IT puts your end-users are at the centre of every single service that is delivered, and essentially, is your target market for deliverables.

    In this episode of Happy in 15, Sami and Pasi dig deeper into Human-Centric IT and what it means to have Humans as sensors when looking for feedback and improvements, across all IT Touchpoints.

    It is never too late to start your Experience Management journey, but it is better to start sooner than later. Your end-users are already having these experiences daily. The sooner you take this approach, the quicker you can start increasing their efficiency and productivity.

    Want to know more about Experience Management? Read our Practical Guide to XLAs: https://www.happysignals.com/the-practical-guide-to-experience-level-agreements-xlas
  • Experience; the shared goal for IT Jul 29 2021 4:00 pm UTC 15 mins
    Sami Kallio (CEO), Pasi Nikkanen (CGO)
    Having one overall metric to measure everything within your IT services isn't sufficient in providing in-depth information on your end-users happiness and IT Service satisfaction. This is essentially the equivalent of going into a store and when leaving being prompted with the 4 smiley faces, asking you how was your experience in-store - it means nothing. You could have had an easy time finding your product, however, the customer service was shocking. How can you then accurately rate your experience with one metric?

    Apply this same example to IT Services - You have many people, managing many different service departments (i.e. from Office environment to mobile devices to remote workers). How can you efficiently measure all these diverse services with one metric?

    By creating Experience as the shared goal for your IT department, you then create Employee Experience as the outcome of your IT Services.

    In this episode of Happy in 15, Pasi and Sami begin the discussion on why Experience needs to be the shared goal for IT. They dig deep into how Ahlstrom Munksjö uses Experience Data to increase happiness with support services, as well as different models and examples that can be beneficial for the whole IT team - from everyone from the CIO down to Service Desk Agents.

    Find the whole Ahlstrom Munksjö interview here: https://www.happysignals.com/customer-cases/ahlstrom-munksjo
  • Experience; the shared goal for IT Jul 29 2021 11:00 am UTC 15 mins
    Sami Kallio (CEO), Pasi Nikkanen (CGO)
    Having one overall metric to measure everything within your IT services isn't sufficient in providing in-depth information on your end-users happiness and IT Service satisfaction. This is essentially the equivalent of going into a store and when leaving being prompted with the 4 smiley faces, asking you how was your experience in-store - it means nothing. You could have had an easy time finding your product, however, the customer service was shocking. How can you then accurately rate your experience with one metric?

    Apply this same example to IT Services - You have many people, managing many different service departments (i.e. from Office environment to mobile devices to remote workers). How can you efficiently measure all these diverse services with one metric?

    By creating Experience as the shared goal for your IT department, you then create Employee Experience as the outcome of your IT Services.

    In this episode of Happy in 15, Pasi and Sami begin the discussion on why Experience needs to be the shared goal for IT. They dig deep into how Ahlstrom Munksjö uses Experience Data to increase happiness with support services, as well as different models and examples that can be beneficial for the whole IT team - from everyone from the CIO down to Service Desk Agents.

    Find the whole Ahlstrom Munksjö interview here: https://www.happysignals.com/customer-cases/ahlstrom-munksjo
  • How to Deliver Human-centric IT Services? Jul 27 2021 1:00 pm UTC 30 mins
    Pasi Nikkanen, CGO, HappySignals (Host) and Dominique Raphanel, Global IS, Support & User Experience Manager, bioMérieux
    Want to improve your internal IT services? How about creating a better culture across your whole organization?

    In this webinar bioMérieux – a company that has been successful with both – will highlight how knowing and understanding your internal customers, and building an experience management culture, can help you to transform your organization and boost your digital transformation journey.

    In this webinar you will hear:

    - What are the stages in creating an Experience Management culture for IT
    - How to increase your response rates
    - How culture impacts outsourcing
    - Why sharing your experience data and insights make a huge difference
    - Why using different end-user profiles in your IT service desk communication needs to be taken into account.

    We all know that IT needs to transform – and the truth is we can only do it by focusing on people, and not just technology.

    Presenters:
    Pasi Nikkanen, CGO, HappySignals (Host)
    Dominique Raphanel, Global IS, Support & User Experience Manager, bioMérieux
  • Happiness Score™ - What would be a good score for our company? Recorded: Jul 22 2021 14 mins
    Sami Kallio (CEO)
    A question we hear a lot at HappySignals is "What would be a good score for our company?"

    In this special edition of Happy in 15, HappySignals CEO, Sami Kallio, draws information from our recent Global IT Experience Benchmark report for H1. This report contains anonymous data from all of our customers across different cultures, countries and industries. Sami discusses how different industries and countries can have vastly different scores, hence making it quite difficult to create an "ideal score" or generic score to work towards.

    Instead, Sami offers you advice on how to work out what would be a score that is smart and attainable for your specific company, as there is no one size that fits all.

    Get your free copy of the H1 Global IT Experience Benchmark report: https://www.happysignals.com/global-it-experience-benchmark
  • Happiness Score™ - What would be a good score for our company? Recorded: Jul 22 2021 14 mins
    Sami Kallio (CEO)
    A question we hear a lot at HappySignals is "What would be a good score for our company?"

    In this special edition of Happy in 15, HappySignals CEO, Sami Kallio, draws information from our recent Global IT Experience Benchmark report for H1. This report contains anonymous data from all of our customers across different cultures, countries and industries.

    Sami discusses how different industries and countries can have vastly different scores, hence making it quite difficult to create an "ideal score" or generic score to work towards.

    Instead, Sami offers you advice on how to work out what would be a score that is smart and attainable for your specific company, as there is no one size that fits all.

    Get your free copy of the H1 Global IT Experience Benchmark report: https://www.happysignals.com/global-it-experience-benchmark
  • Experience is about People, Processes and Tech - In that order Recorded: Jul 15 2021 15 mins
    Sami Kallio (CEO), Pasi Nikkanen (CGO)
    Unhappy end-users, losing productivity daily, a constant stack up of support tickets for IT incidents and requests? If this sounds familiar, then something is wrong.

    Delivery of great services needs to start from the end-users themselves and the areas they are shouting about which need improvement.

    If you aren't listening to your end-users, then you face the dreaded watermelon effect and the continued bad reputation that IT departments so famously hold.

    Focus on People and understand what they want, then tailor the processes and tech around what your end-users want.

    In this episode of Happy in 15, Pasi and Sami dig into why Service Delivery has been going wrong, from the theoretical formulation of delivery and improving services to the new structure that will reform your IT Departments' view on how Services need to be successfully delivered.
  • Experience is about People, Processes and Tech - In that order Recorded: Jul 15 2021 15 mins
    Sami Kallio (CEO), Pasi Nikkanen (CGO)
    Unhappy end-users, losing productivity daily, a constant stack up of support tickets for IT incidents and requests? If this sounds familiar, then something is wrong.

    Delivery of great services needs to start from the end-users themselves and the areas they are shouting about which need improvement.

    If you aren't listening to your end-users, then you face the dreaded watermelon effect and the continued bad reputation that IT departments so famously hold.

    Focus on People and understand what they want, then tailor the processes and tech around what your end-users want.

    In this episode of Happy in 15, Pasi and Sami dig into why Service Delivery has been going wrong, from the theoretical formulation of delivery and improving services to the new structure that will reform your IT Departments' view on how Services need to be successfully delivered.
  • Deep Dive into Global IT Experience and Overall IT Happiness Recorded: Jul 8 2021 16 mins
    Sami Kallio (CEO)
    In this special episode of Happy in 15, HappySignals CEO, Sami Kallio, has his first opportunity to dive deeper into Service Management and the Global IT Experience report, previously known as Happiness Score™ Report.

    Sami goes through the latest findings from the Global IT Experience Benchmark Report for the first half of 2021, specifically focusing on the overall IT happiness areas, divulging data from all of our customers on the happiest areas of IT services, as well as the unhappiest areas.

    In just 15 minutes you can find out why end-users on a global scale are:
    - Unhappy with Portal
    - Increased happiness with Support Services, even due to remote working
    - Increased happiness with collaboration with IT
    - Why people are struggling with mobiles
    - Remote work happiness on the decline?

    -------------------------------------------------
    About HappySignals
    HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven.
    Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average.

    ------------------------------------------------
    Keep in contact
    Facebook: https://www.facebook.com/HappySignalsLtd
    LinkedIn: https://www.linkedin.com/company/happysignals/
    Twitter: @HappySignalsLtd
  • Deep Dive into Global IT Experience and Overall IT Happiness Recorded: Jul 8 2021 16 mins
    Sami Kallio (CEO)
    In this special episode of Happy in 15, HappySignals CEO, Sami Kallio, has his first opportunity to dive deeper into Service Management and the Global IT Experience report, previously known as Happiness Score™ Report.

    Sami goes through the latest findings from the Global IT Experience Benchmark Report for the first half of 2021, specifically focusing on the overall IT happiness areas, divulging data from all of our customers on the happiest areas of IT services, as well as the unhappiest areas.

    In just 15 minutes you can find out why end-users on a global scale are:
    - Unhappy with Portal
    - Increased happiness with Support Services, even due to remote working
    - Increased happiness with collaboration with IT
    - Why people are struggling with mobiles
    - Remote work happiness on the decline?

    -------------------------------------------------
    About HappySignals
    HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven.
    Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average.

    ------------------------------------------------
    Keep in contact
    Facebook: https://www.facebook.com/HappySignalsLtd
    LinkedIn: https://www.linkedin.com/company/happysignals/
    Twitter: @HappySignalsLtd
  • Stop the 'Yearly Surveys' if you want to impact your IT Experience Recorded: Jul 1 2021 14 mins
    Sami Kallio (CEO), Pasi Nikkanen (CGO)
    Just like 2020, Yearly Surveys are a thing of the past and something to be forgotten. Yearly Surveys do not give you that valuable, qualitative data, that you can use at every step of your IT Service Experience. Let's throw you this statement; You wouldn't measure your customer experience once a year, so why do it with your employees?
    In this episode of Happy in 15, Sami and Pasi divulge why Yearly Surveys are a thing of the past and the problems/challenges encountered by them, such as:

    -Too slow
    -Too much effort
    -Out of date data (for a year)
    -Low response rates

    The rollercoaster year of 2020 proved a point that anything can happen, even overnight, which forces a change and adaption from companies and delivers new, diverse and unique experiences to your IT end-users. In this instance, yearly surveys are deadwood in the water and would never give you the real-time data to improve and react to your end-users experiences.

    This use of "real-time" data is one cog in part of a big, well-oiled machine - Experience Management.

    Find out more about Experience Management and Experience Level Agreements in our Practical Guide to XLAs: https://www.happysignals.com/the-practical-guide-to-experience-level-agreements-xlas

    -------------------------------------------------
    About HappySignals
    HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven.
    Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average.

    ------------------------------------------------
    Keep in contact
    Facebook: https://www.facebook.com/HappySignalsLtd
    LinkedIn: https://www.linkedin.com/company/happysignals/
    Twitter: @HappySignalsLtd
  • Stop the 'Yearly Surveys' if you want to impact your IT Experience Recorded: Jul 1 2021 15 mins
    Sami Kallio (CEO), Pasi Nikkanen (CGO)
    Just like 2020, Yearly Surveys are a thing of the past and something to be forgotten. Yearly Surveys do not give you that valuable, qualitative data, that you can use at every step of your IT Service Experience. Let's throw you this statement; You wouldn't measure your customer experience once a year, so why do it with your employees?

    In this episode of Happy in 15, Sami and Pasi divulge why Yearly Surveys are a thing of the past and the problems/challenges encountered by them, such as:

    -Too slow
    -Too much effort
    -Out of date data (for a year)
    -Low response rates

    The rollercoaster year of 2020 proved a point that anything can happen, even overnight, which forces a change and adaption from companies and delivers new, diverse and unique experiences to your IT end-users. In this instance, yearly surveys are dead wood in the water and would never give you the real-time data to improve and react to your end-users experiences.

    This use of "real-time" data is one cog in part of a big, well-oiled machine - Experience Management.
    Find out more about Experience Management and Experience Level Agreements in our Practical Guide to XLAs:
    https://www.happysignals.com/the-practical-guide-to-experience-level-agreements-xlas

    -------------------------------------------------
    About HappySignals
    HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven.
    Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average.

    ------------------------------------------------
    Keep in contact
    Facebook: https://www.facebook.com/HappySignalsLtd
    LinkedIn: https://www.linkedin.com/company/happysignals/
    Twitter: @HappySignalsLtd
  • Global IT Experience Benchmark - Key Findings Recorded: Jun 30 2021 47 mins
    HappySignals Team: Pasi Nikkanen, Sami Kallio and Sakari Kyrö
    "Human Interactions with Service Desk are by far outperforming IT experience in other IT touchpoints."

    Discover what aspects of enterprise IT has the most significant impact on end-user happiness and productivity across all touchpoints with technology, beyond IT Service incidents and requests. The Happiness Score™ data from the last six months now covers all Enterprise IT touchpoints, and the findings are intriguing. The report is based on continuous data collection through the HappySignals Experience Management Platform for IT. In total, there were 948,280 end-user responses from our Enterprise customers between December 2020 to May 2021.

    In this webinar, you will hear:
    - What is the state of Enterprise IT Experiences across all IT touchpoints
    - What are our key findings in a broader context from nearly one million responses across 130 countries
    - Remote work factors leading end-user happiness, how happiness changed over the last 12 months, but also fascinating country-specific differences

    Happiness Score™ Benchmark is data with one million end-user responses in over 130 countries. It is based on continuous measurement of all HappySignals customers. You can easily compare your IT and Services Experience performance against other companies globally.

    Join our discussion and learn how great of an impact a well-aligned IT Service and Support function can have on internal customer satisfaction.

    Speakers:
    Pasi Nikkanen, Chief Growth Officer (host)
    Sami Kallio, CEO
    Sakari Kyrö, Product Marketing Manager
  • What challenges does human-centric IT solve? Recorded: Jun 24 2021 11 mins
    Sami Kallio (CEO), Pasi Nikkanen (CGO)
    The ever-changing needs of end-users are a phenomenon that must be addressed to streamline IT services to keep your employees productive and, most importantly, happy.

    Traditionally, in ITSM, we focus our measurement efforts on outputs, which is essentially the beginning of the end. By measuring IT services in this manner, we will never truly understand how end-users are experiencing IT services, creating the Watermelon effect.

    On the other hand, creating a Human-centric IT solves more problems than just increasing the happiness of your end-users; even though that is a massive achievement.

    In this first-ever episode of 'Happy in 15', we discuss the challenges IT is facing today, including:

    - Bad Reputation of IT
    - No central view of IT happiness
    - No common focus for IT
    - Lack of control with partners
    - Unable to quantify end-user Happiness and Productivity
    - Making decisions based on gut feelings instead of data-driven decisions

    Find out how creating a Human-centric IT can help solve the challenges you are facing in your IT organization.

    If you are loving this content, be sure to subscribe to Happy in 15 and never miss an episode.

    Looking for something even more bitesized? Check out our recently released Learning Center, where we cover everything from XLAs to optimizing your ServiceNow: www.happysignals.com/learning-center
  • What challenges does human-centric IT solve? Recorded: Jun 24 2021 13 mins
    Sami Kallio (CEO), Pasi Nikkanen (CGO)
    The ever-changing needs of end-users are a phenomenon that must be addressed to streamline IT services to keep your employees productive and, most importantly, happy.

    Traditionally, in ITSM, we focus our measurement efforts on outputs, which is essentially the beginning of the end. By measuring IT services in this manner, we will never truly understand how end-users are experiencing IT services, creating the Watermelon effect.

    On the other hand, creating a Human-centric IT solves more problems than just increasing the happiness of your end-users; even though that is a massive achievement.

    In this first-ever episode of 'Happy in 15', we discuss the challenges IT is facing today, including:

    - Bad Reputation of IT
    - No central view of IT happiness
    - No common focus for IT
    - Lack of control with partners
    - Unable to quantify end-user Happiness and Productivity
    - Making decisions based on gut feelings instead of data-driven decisions

    Find out how creating a Human-centric IT can help solve the challenges you are facing in your IT organization.

    If you are loving this content, be sure to subscribe to Happy in 15 and never miss an episode.

    Looking for something even more bitesized? Check out our recently released Learning Center, where we cover everything from XLAs to optimizing your ServiceNow --> www.happysignals.com/learning-center
Experience Management for IT enabling businesses transform
HappySignals is an Employee Experience Management Platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven. We discover the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on avarage. For more information, visit www.happysignals.com.

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