Human-Centric Experience Management for ESM

Presented by

Sami Kallio, CEO & Co-founder, HappySignals

About this talk

Service Management functions are often focused on outputs instead of outcomes – doing what was agreed instead of doing what makes the most impact for employees, our customers. To change this culture, we need to measure employee happiness and lost productivity. Sami Kallio, CEO & Co-founder of HappySignals - the Experience Management platform - explains why understanding how end-users perceive enterprise service quality and where they lose time across all service management touchpoints is vital in delivering beyond average services. By turning this experience data into actionable insights, it can be used widely across organizations to get a shared understanding of how to provide the most value to employees.

Related topics:

More from this channel

Upcoming talks (0)
On-demand talks (80)
Subscribers (1213)
The Service Desk Institute (SDI) has been connecting service professionals across the world since 1988 and is the leading global community for everyone working in the service and support industry. Our mission is to inspire service desks and support teams to be brilliant. With a passion for providing industry best practice and sharing knowledge, SDI is dedicated to guiding, inspiring, and connecting ITSM, service desk and support communities. A respected, trusted and independent advisor to the industry, SDI has inspired thousands of organisations and professionals around the world to embark on journeys of service improvement and to be the best they can possibly be. For more information, visit