In this episode of the IT Experience Podcast, Pasi , Sami, and Sakari discuss the latest trends in IT experience management, insights from recent industry events, and the importance of aligning priorities for improvement. They explore how AI is transforming the service desk, the significance of experience management in various business functions, and the challenges of implementing these changes. The conversation also touches on the watermelon effect in IT and looks ahead to upcoming trends for 2025.

Takeaways

- AI is significantly changing the landscape of IT and service desks.

- Experience management is becoming a critical focus for organizations.

- Clear communication and understanding of experience management are essential for success.

- The watermelon effect illustrates the disparity between perceived and actual performance in IT.

- Organizations must prioritize removing barriers to improve user experience.

- Experience management can be applied beyond IT to HR and finance.

- Simplicity in metrics can help organizations focus on what truly matters.

- Networking and discussions at industry events are crucial for understanding market readiness.

- The maturity of discussions around experience management is increasing among customers.

- Looking ahead, organizations should prepare for significant changes in IT experience management.