Manage episode 493696537 series 2817230
Launched in May at London’s iconic The Gherkin tower, HappySignals’ Pasi Nikkanen sits down with benchmark lead Sakari Kyrö to unpack the brand-new 2025 Global IT Experience Benchmark Report. Together, they explore why employee-focused support still tops the happiness charts, how finance services can be both the happiest and the slowest, and why remote-work scores slipped as enterprises tighten return-to-office mandates. You’ll hear actionable insights every CIO, IT director and service-desk leader can use to turn experience data into measurable productivity gains.
Key Take-aways
- This year's report included data from enterprise services beyond IT.
- Happiness levels in IT, finance, and HR services are closely related.
- Remote work happiness has decreased due to back-to-office mandates.
- Ticket-based support and collaboration with IT are key happiness factors.
- Open text feedback revealed a desire for improved IT support.
- Industry-specific insights show varying happiness levels and lost time.
- 80% of lost time comes from only 13% of tickets.
- Understanding business costs versus IT costs is crucial for IT organizations.
- A systematic approach to experience management yields significant results.
Resources & Links mentioned in this episode:
2025 Global IT Experience Benchmark Report – download the full report
https://www.happysignals.com/report
ITXM Summit on-demand sessions – watch Sakari Kyrö’s keynote and every other presentation from the London event
https://www.happysignals.com/itxm-summit
ServiceNow Knowledge Conference – the annual Las Vegas gathering referenced in the episode
https://knowledge.servicenow.com/
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125 episodes