The New Alchemists Episode Four: H1 21 Happy Signals Experience Benchmark Roundtable
XLA.TV host Weston Morris discusses with New Alchemists Laura Ayres, Sami Kallio and Greg Sanker The Happiness Score™ Report H1/2021. The report reveals the state of Enterprise IT Experience and informs us of the opinions of nearly 1 million digital employees gathered during the first six months of 2021. Watch this enlightening discussion to learn what made Enterprise IT end-users happy or not during the pandemic – and what we learn from that as we move to a hybrid office environment.
Find the Happiness Score Report H1/2021 here: https://www.happysignals.com/global-it-experience-benchmark
Read about Owlpoint here: https://www.owlpoint.com
Visit ITSMTransition here: http://itsmtransition.com
Find the CIO initiative here: https://thecioinitiative.com
18/08/2021 @ 13:50
Amazing, still, the importance of empathy …it becomes pretty easy to quickly understand that although ML/AI are supposed to make things easier for users, there is also the aspect that not done effectively, it actually makes the job of the user (and therefore the experience) more challenging.
18/08/2021 @ 14:05
Assuming we haven’t done it yet, would welcome seeing a broadcast dedicated to where the XMO might live. One take-away from this episode is that the SMO ‘could’ live in IT (but separate from the SMO. There is no easy answer here.
18/08/2021 @ 14:09
Love what Sami ha shared about the fact that external Service Desks are accelerating in performance in comparison to internal Service Desks. This may offer a clue to perhaps where the SMO should live.