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

1. This year's report included data from enterprise services beyond IT.
2. Happiness levels in IT, finance, and HR services are closely related.
3. Remote work happiness has decreased due to back-to-office mandates.
4. Ticket-based support and collaboration with IT are key happiness factors.
5. Open text feedback revealed a desire for improved IT support.
6. Industry-specific insights show varying happiness levels and lost time.
7. 80% of lost time comes from only 13% of tickets.
8. Understanding business costs versus IT costs is crucial for IT organizations.
9. 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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