HappyToday - The Employee Experience Podcast

HappyToday - The Employee Experience Podcast

By Pasi Nikkanen and Sami Kallio
Podcast for those who want to improve Employee Experience of internal services in large enterprises. We talk about employee experience, how does it change the world of service management from traditional metrics. If you use ServiceNow or other enterprise service management system to provide services to employees, then this is for you.
Where to listen
Apple Podcasts Logo
Spotify Logo
Stitcher Logo
Currently playing episode

22. Blake Morgan - Customer Experience Futurist, Keynote Speaker, Author

HappyToday - The Employee Experience Podcast

Go to next audioGo to next audio
Go to prev audioGo to prev audio
1x
28. Internal Service Desks make Employees 47% More Productive with XLA?
Pasi gets hit with a watermelon! No seriously, an actual watermelon! In fact, the whole industry is getting hit with watermelons.  In this episode Sami and Pasi discuss how Internal Service Desks make employees 22% happier and 47% more productive compared to Outsourced Service Desks. This is caused by something known as the 'Watermelon Effect', where companies are meeting objectives (the green of the watermelon) and everything seems fine, when actually employees are seeing red. Companies heavily focus projects on SLAs (service level agreements) which is the main reason for the 'Watermelon Effect'. Instead, companies need to now focus on implement XLAs (experience level agreements) when measuring IT services. Data of this episode has been taken from the 'Happiness Score™ Report'. Download your copy of the Happiness Score™ Report below: https://www.happysignals.com/happiness-score
09:47
February 3, 2020
27. Our Customers Increase Employee Productivity 26% by Making People Happier
Sami and Pasi discuss how our customers increase their employees productivity by 26% by making people happier. An increase in productivity by 26% means 1 hours per ticket is saved for end-users. From our HappinessScore™ Report, which is built from 1 million customer responses, Pasi and Sami go through the successful and unsuccessful company cases, showing you what to do and what not to do. Find our HappinessScore™ Report here: https://www.happysignals.com/happiness-score
05:17
January 20, 2020
26. Impact of ServiceNow's Reassignment Count on Employees Productivity
Sami and Pasi discuss data from over 1 million customer responses - the Happiness Score™ Report. In this episode they analyse their customer's data who are using ServiceNow or other ITSM platforms. One topic they have measured in this report is the impact of reassignment counts - when a ticket is passed from one team to another.  Download the Happiness Score™ Report here: https://www.happysignals.com/happiness-score
08:54
January 7, 2020
25. 2020 ITSM Trends with Stephen Mann / itsm.tools
In this episode Pasi interviews Stephen Mann, who is the principal and content director at ITSM Tools. ITSM Tools is a website dedicated for ITSM topics from ITSM.tools. Pasi and Stephen discuss the latest trends in the ITSM industry - what is currently working and what to look for in future. More information on Stephen or ITSM.tools can be found below:  ITSM Tools Website - https://itsm.tools/  Stephen Mann Twitter - @stephenmann  ITSM Trends Article - https://itsm.tools/itsm-trends-in-2020-the-crowdsourced-perspective/
14:54
December 30, 2019
24. Campari 'Goes a Sip Beyond' by Transforming their Employee Experience
Pasi meets Chris Fazey, the Global IT Digital User Experience Manager for Campari. In this episode, Chris explains how a passionate company such as Campari wants a continual service improvement and big change. After beginning their transformational journey 4 months ago, they have discovered rapid transformation, having experience data together with the operational data from ServiceNow as their enabler. Chris also explains how important it is to shift from using SLAs to XLAs (experience level agreements) and the big difference between having insight vs guessing at problems. Full transcript and video: https://www.happysignals.com/blog/podcast-campari-goes-a-sip-beyond-by-transforming-their-employee-experience Learn more at https://www.happysignals.com/
10:52
December 18, 2019
23. Steps to Happiness in Employee Experience
In this episode, Pasi and Sami discuss the HappySignals way to achieving Happiness in Employee Experience. Including how to get started, as well as the different approaches and methods to higher levels of Happiness for your end-users. Show notes and more at https://www.happysignals.com/
08:05
December 12, 2019
22. Blake Morgan - Customer Experience Futurist, Keynote Speaker, Author
Hosted today by Marko Ruusinen, our guy in Palo Alto. He's interviewing Blake Morgan a leader in customer experience. She is a keynote speaker and customer experience futurist and author of two books on customer experience. Recorded outside. Learn more about Blake at https://www.blakemichellemorgan.com/ Blake’s New Book, The Customer of the Future: 10 Guiding Principles for Winning Tomorrow's Business https://www.blakemichellemorgan.com/the-customer-of-the-future-by-blake-morgan/ Also listen to Blake's podcast at https://www.blakemichellemorgan.com/the-modern-customer-podcast/ Show notes and more at https://www.happysignals.com/
16:00
November 22, 2019
21. ITIL 4 - High Velocity IT with Mark Smalley
In this episode Pasi interviews Mark Smalley about ITIL 4 and his upcoming book "ITIL 4 - High Velocity IT". Links from the episode: ITIL®4 at AXELOS www.axelos.com/welcome-to-itil-4 Books at TSO www.tsoshop.co.uk with checkout code BR19 for 15% discount on all AXELOS products in 2019 Webinar about High Velocity IT -https://www.brighttalk.com/webcast/534/345711 More about Mark and his writing, speaking etc - https://smalley.it
21:10
November 14, 2019
20. Showing Value of ServiceNow Usage
Pasi and Sami give some points on why continuous Employee Experience measurement and management can show the value of your ServiceNow investment. Call it a Live Business Value Assessment or continuous productivity measurement, it gives your focus to develop right things to achieve the outcomes you are looking for. Episode notes at https://happysignals.com/ Come and meet us at ServiceNow's Now at Work events in Europe during October.
13:29
October 8, 2019
19. From IT Cost to Business Value using Employee Experience
Pasi interviews Sami on his articles about changing the strategy in IT from Cost Reduction to Proving Business Value. --- Excerpt from the Article --- Has the focus on IT support cost reduction really been the best option for CIOs and their senior management teams?  There has been a long-held view that the IT service desk is a “cost of quality,” i.e. it’s an additional and unnecessary cost that’s caused by a lack of quality in certain parts of the IT value chain. With IT issues – or “incidents” to use ITIL terminology – something that can be managed away by better IT service design, transition, and delivery practices. This cost-of-quality view has caused many organizations to consistently drive down the cost of their IT service desk and the available budgets. This might have involved fewer, lower-paid staff or it might have involved the outsourcing of the service desk function in pursuit of lower costs (through economies of scale), higher quality (through best practice capabilities), and increased innovation – it’s the common outsourcing promise, or at least the customer expectation of outsourcing. But Is This Really in the Best Interest of the Business? Read the full article at: https://today.happysignals.com/refocus-from-cost-to-business-value --- If you wish to watch this episode, go to our youtube page: https://www.youtube.com/watch?v=_TzMPCi6FT0 Show notes: https://today.happysignals.com/
11:04
September 2, 2019
18. $900B was wasted last year in Digital Transformation
Sad statistics say 70% of Digital Transformation projects fail and last year $900B was wasted last year. How do think about Digital Transformation and does Employee Experience tie into success of Digital Transformation Journey. Forbes Article: https://www.forbes.com/sites/peterbendorsamuel/2018/07/18/where-most-companies-go-wrong-in-digital-transformation/ HBR Article: https://hbr.org/2019/03/digital-transformation-is-not-about-technology McKinsey Report: https://www.slideshare.net/aipmm/70-26633757 -- Watch this episode and read the show notes at: https://today.happysignals.com/
11:01
August 21, 2019
17. Step by Step Guide to Empowering Employee Experience with Oscar Berg
Speaker, Facilitator and Author Oscar Berg speaks about his book Digital WorkPlace, a step by step guide on Employee Experience. More about Oscar: http://www.oscarberg.net/ Episode Notes at https://today.happysignals.com/
20:14
August 12, 2019
16. Make your Automation Case with Experience Data
Are you planning an Automation initiative or thinking about RPA? Listen to this episode to learn how employee experience data can help you find the right focus and prove the value it will bring to the business. Show notes at https://today.happysignals.com/ .
15:36
July 31, 2019
15. Empathic Building, The Future of Office Work with Tomi Teikko
Pasi met with Tomi Teikko, Founder and Soul of Tieto Empathic Building. Tomi shares his vision of empathic reality, where employee experience is taken to the next level, it's not about pretty interior designs, but how you work with others and culture you share. Tieto Empathic Building is helping employees feel happier, more inspired and perform better. https://empathicbuilding.com/ Episode notes and other episode at https://today.happysignals.com/
19:09
July 22, 2019
14. How do you make a Business Case for Employee Experience measurement?
In this episode Pasi Nikkanen and Sami Kallio answer a question that came through twitter from @Joe_The_IT_Guy: How do you create a business case for employee experience measurement? We’ll talk about employee experience and some reports and research we found on the significance of it company’s business and profits. Also what affects it and then some practical things on how you can make your business case and make it part of your IT budgeting. Links from the episode, Deloitte report on employee experience 2019: https://www2.deloitte.com/insights/us/en/focus/human-capital-trends/2019/workforce-engagement-employee-experience.html "It’s hard to question why: MIT research shows that enterprises with a top-quartile employee experience achieve twice the innovation, double the customer satisfaction, and 25 percent higher profits than organizations with a bottom-quartile employee experience.“ Building business value with Employee Experience, MIT Research 2017: https://cisr.mit.edu/blog/documents/2017/06/15/2017_0601_employeeexperience_derysebastian.pdf/ As always, you can find us at https://today.happysignals.com/ .
17:34
July 10, 2019
13. How does Service Management fit into Employee Experience Equation? Author Jacob Morgan joins for a chat
Jacob Morgan, author of The Employee Experience Advantage, joins me for a chat about employee experience equation and how does service management fit into it. We talk about the rise of employee experience, what does technology mean and why culture is very important when talking about enterprise service management.  Episode notes https://today.happysignals.com/  More about Jacob Morgan - https://thefutureorganization.com/
13:29
July 8, 2019
12. Top IT Service Management Trends to Watch in 2019 by CIOReview.com
Pasi gives his take on a recent CIOReview.com article on Top Service Management Trends to Watch in 2019. Let's give a hint, Employee Experience is related! This episode is part of our Industry Insight series, where we pick interesting articles, facts and research that people working with employee experience should be aware of. Enjoy. You can find the full article at https://www.cioreview.com/news/top-it-service-management-trends-to-watch-in-2019-nid-29152-cid-188.html Show notes and other resources at https://today.happysignals.com/ .
07:25
June 26, 2019
11. Jesper Hansen from Region Midtjylland, Providing Experience for Hospitals
Pasi learns how Jesper Hansen's team in Denmark analyses and improves their end-users experience with HappySignals experience data. Region Midtjylland provides Service Desk for local hospitals using their ServiceNow. Episode notes at: https://today.happysignals.com/podcast-jesper-hansen-from-region-midtjylland-providing-experience-for-hospitals
08:31
June 18, 2019
10. Fujitsu and Tieto, discussion on MSP's changing world of outsourcing
Sami Kallio interviews two MSP representatives in our yearly HUG customer event.  Fujitsu UK's Cat MacDonald and Tieto's Janne Kaihila share their insight. In this non-scripted panel discussion, both as Head of Service Desk, talk about the topics of:  People’s fears of new things, like RBA, AI, ML and Automation.  How to turn that into motivation and excitement.  How the contracts that customers request, still reflect the old world.  Problems of customers data quality and how they effect taking new technology into use.  Discussion has changed in outsourcing RFPs, but still the contracts are written in the traditional SLA way, like they are from 1992.  Old contracts keep MSPs hands tied, trust between customer and MSP is crucial to change this.  Contract periods hampering digitalisation and taking new technology into usage, for example ServiceNow roadmap bring new things, but long 5 year contracts prohibit usage of their new features.  New things like chatbots etc are there to help the work of the Service Desk Agents.  Agents' teaching the chatbots to handle their mundane repetitive tasks, to free up their own time for the difficult tasks.  Service Desk’s role is changing on supporting with IT support tasks into supporting with Business Services of the company’s employees.  How Tieto and Fujitsu are changing their offering to be more focused on Employee Experience.  Episode notes at https://today.happysignals.com/
21:49
June 10, 2019
9. Happiest Enterprise 2019 - Finnish Postal Company, Riikka Salonen
In this episode Pasi Nikkanen had an interview with Riikka Salonen, Service Support Lead at Posti, the Finnish Postal Company. It was recorded during Happy User Group in Helsinki on May 23rd. Based on HappySignals' Happiness Score™ they ranked as #1 this year. Listen to how they use Employee Experience with their ServiceNow in their Enterprise Service Management: IT, HR and Finance Services. And how fears of being measured turned into positive Agent motivation. Episode notes: https://today.happysignals.com/ Posti (Finnish Postal Company): https://www.posti.com/en/
12:46
June 2, 2019
8. Interview with Alan Norris from ServiceNow
In this episode Sami Kallio meets Alan Norris, ISV Consultant at ServiceNow. They discuss how employee experience and service experience is one of the key messages from ServiceNow and how Alan personally sees the importance. Recorded live at SITS 19 expo in London, so mind the sound quality in the noisy expo hall. Enjoy! Show notes: https://today.happysignals.com/
07:13
May 14, 2019
7. CIO Interview: Virgin Trains, John Sullivan
In this episode Pasi goes and meets John Sullivan, CIO and Project Director at Virgin Trains. We talk about importance of employee and customer experience to the business, how traditional KPIs do not matter, how using ServiceNow enables them to innovate and how trust and transparency is the key to succeeding with service experience data. More at https://happysignals.com/
15:52
May 7, 2019
6. Employees are different, learn how different profiles behave
In HappySignals measurement tool, we define employee into four different behavioural profiles. In this episode we explain those profiles and what drives different types of people in your organisation. You can download an free eBook about the profiles here: https://happysignals.com/it-profiles/ For more information visit happysignals.com.
10:19
May 6, 2019
5. Transparency with Experience Data is Crucial
In this episode we discuss with Sami on why it's important to have transparency inside the enterprise with experience data. Having the data available to all stakeholders, partners and colleagues is crucial. Show notes: https://today.happysignals.com/
11:42
May 5, 2019
4. Happiness Score™ in April 2019
Happiness Score™ is a ITSM Benchmark we gather from our customers data. It's anonymized and updated daily and the numbers we who are from the past 6 months. In this episode we go through the numbers as they stand in April 2019, with some insight into what they tell us. As the first episode we do some introduction to the topic and in the future we'll bring more insight into the details. Enjoy. Happiness Score online: https://happysignals.com/happiness-score/
10:21
May 5, 2019
3. When to start measuring Employee Experience
In this episode we talk about when is the right time to start measure, what are the fears related to measurement and why starting as soon as possible is the best thing you can do. For more information go to: https://today.happysignals.com/ For the YouTube version of HappyToday Podcast: https://www.youtube.com/channel/UCZt8YNTGsNBiVCPEPWYr1nA/
08:23
April 30, 2019
2. Motivation of Service Desk Agents
How to use employee experience measurement as motivation for Service Desk teams and agents. How seeing the positive will increase their job satisfaction and showing the negative will allow agents to learn from their work. YouTube video version of this episode at: https://youtu.be/FnG0Ocjt-iQ Links from the show Richard Branson, Put employee first: https://www.inc.com/oscar-raymundo/richard-branson-companies-should-put-employees-first.html Jeff Rumburg, Agent Job Satisfaction: https://www.thinkhdi.com/library/supportworld/2017/metric-of-month-agent-job-satisfaction Find more at: https://today.happysignals.com/
09:00
April 29, 2019
1. Employee Experience in ITSM
In this episode we talk about Employee Experience in ITSM and how HappySignals got started.
12:31
April 25, 2019