HUG 2025

Registration and Lunch

12:30

Welcome to today’s event with HappySignals’s host Katie Bates, VP Global Partnerships and Alliances

Founder's Keynote: Decision-making with Human-Centric IT Experience 

Do you know what really matters to your employees and business outcomes? Discover how experience data and insights improve decision-making and drive better business results.

Sami Kallio, CEO, HappySignals

12:50

ITXM in Action: The GEA Group Experience Management Journey

Shaun shares their real-life experience management journey, emphasizing the "humanization of IT." Initially focusing on a managed service provider (MSP), he then expands his insights to internal service providers and the broader cultural impact. If you have experienced an outsourcing project that has affected IT's reputation, let's explore how IT Experience Management (ITXM) can be transformative. While it involves significant cultural and behavioural changes, ITXM fosters greater team collaboration and motivation towards a unified goal, continually enhancing the IT experience for end users and the businesses IT supports.

Shaun Brown, Director Global Service Delivery, GEA Group

13:40

From Assumption to Evidence: Driving IT Service Improvement with Experience Data

In this session, Sharon explores how to transform IT services by shifting from assumptions to evidence, using real-time experience data to drive meaningful change. Discover how Invesco’s IT team leverages end-user feedback to turn insights into business-aligned actions, while building trust and collaboration between IT and the wider organization.

Sharon Aggarwal, Senior Principal @ Invesco Ltd. | Service Delivery Manager

14:10

Coffee Break

14:40

How to Use Experience Data for Smarter IT Decisions and Continuous Improvement 

Transforming IT services while maintaining high employee satisfaction is a challenge. Fujitsu, a global system integrator, used HappySignals to make experience-driven decisions, optimize costs, and enhance automation. This session explores how real-time employee sentiment insights helped Fujitsu address:

• The impact of complex digital transformation on employee experience
• Change management across multiple business units & regions into a global standard
• The implementation of AI-driven and automated services with user satisfaction in mind
• Managing stakeholder perception and engagement at all levels

Learn how Fujitsu reduced costs while enhancing the digital employee experience, ensuring both business efficiency and employee productivity across the globe.

Stephen Digby, Head of Capability, Global Delivery, Fujitsu

Hosted by Melissa Warren, VP GSI Business, HappySignals

15:10

Global IT Benchmark 2024 - Key Findings 

What’s really driving employee happiness—or frustration—with IT in 2024? In this session, we’ll unveil insights from the world’s largest IT experience dataset: 1.86 million responses across 130 countries.

Sakari Kyrö, Product Strategy Lead, HappySignals

15:30

Panel Discussion

Human-Centric IT in the Age of AI

• Are employees truly ready for AI-driven IT support, or are we moving too fast?
• How can organizations ensure virtual agents enhance—rather than hinder—the employee experience?
• What role does experience data play in making AI-driven IT more human-centric?
  
  

With Roman Pelzel (ISG), Shaun Brown (GEA Group) and (Fujitsu)
Hosted by Sami Kallio 

16:00

Reflections & Final Remarks

Happy Hour @ Sterling Bar

Networking Dinner at the Folly Deli & Garden
41 Gracechurch St, City of London

Registration and coffee

09:00

Welcome to HUG 2025

Niku Yliluoma, VP Customer Success, HappySignals

09:15

Customer Keynote:

Driving Business Value with IT Experience Management at ALDI Süd

During this session, Julia will explore how ALDI Süd has implemented a centralized IT Experience Management (ITXM) approach to improve service quality and align IT operations with business objectives. She will provide a practical perspective on the motivation behind adopting HappySignals and the impact of an experience-driven approach. Julia will dive into the ITXM framework at ALDI DX, discussing key stakeholders, integration into existing IT processes, and real-world implementation experiences. Get valuable lessons learned from the rollout of HappySignals, the challenges faced, and how they were addressed.

Julia Warzecha, IT Service Manager, ALDI DX (ALDI Süd IT)

10:00

Break

10.20

CEO Keynote: Future of Experience Management

Sami Kallio, CEO & Co-founder, HappySignals

10:50

Experience-Driven IT – What’s Next in HappySignals Platform

Join our Product Team for an exclusive first look at upcoming HappySignals releases. Discover new features that turn employee emotions into actionable insights, enabling smarter, more human-centric IT decisions.

HappySignals Product Team

12:00

Lunch

13:00

Workshop: Decisions made with concrete examples

• For AI to provide meaningful recommendations, we must understand the decisions that have been and are being made based on experience data
• We will show and discuss examples of decisions made
• The audience can share their experiences and case examples and learn from others

Mark Bewick, Senior ITXM Advisor, HappySignals

14:45

Coffee Break

15:15

How can we improve the Customer Success way of working?

Discussion led by Niku Yliluoma

16:15

Closing