HeyJaredThe IT Experience Podcast
Podcast for those who want to take IT Experience Management (ITXM) in use and improve Employee Experience of IT Services in large enterprises. We talk about Human-Centric IT, how does it change the culture of IT Departments from SLAs to Experience Metrics and XLAs.
- Indexed episodes, last 90 days
- 3
- Latest publication
- Aug 6, 2026
- Audience
- Checking…
- Earliest in this view
- Jul 9, 2026
Latest episodes
137. ITXM Practitioners: Martin Beecher, IT Manager - End User Adoption & Change Lead (opens the original)
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In this episode, Mark Bewick interviews Martin Beecher about the evolution of IT experience management, the importance of data-driven insights, and how empathy and relationship-building are transforming IT service delivery. The shift from technical support to experience management in IT The role of data in understanding and improving IT services The importance of empathy and relationship-building in IT support How KPIs, SLAs, and feedback influence organizational change The impact of data-driven
136. How IT Can Learn from CX to Improve Service with Matt Beran (opens the original)
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In this episode, Sakari Kyrö and guest Matt Beran explore how IT can learn from customer experience (CX) principles to improve service delivery, onboarding, and support. They discuss practical strategies like mystery shopping, end-to-end experience, and continuous improvement to transform IT support and operations. Customer obsession in IT Mystery shopping for IT support End-to-end user experience Continuous improvement and 1% rule AI and automation in IT support Onboarding and offboarding exper
135. From Zero to Hero: Human-Centric Leadership in Action with author Nora Osman (opens the original)
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In this episode, Nora Osman shares her insights on human-centric leadership, the importance of authenticity, and practical strategies for transforming organizational culture through storytelling, empathy, and courage. Discover how her experiences and her book 'Zero to Hero' can inspire your leadership journey. The motivation behind writing 'Zero to Hero' The importance of authenticity in leadership Using storytelling to connect and teach The 'Watermelon Effect' in IT dashboards The impact of exp
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