Agile Digital Transformation

Agile Digital Transformation

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Agile Digital Transformation Authors: Liz McMillan, Pat Romanski, William Schmarzo, Jason Bloomberg

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HappySignals: Reinventing Service Management Satisfaction Surveys

An Intellyx Brain Candy Brief

You know the drill. Call the service desk, and when you’re done, you get a satisfaction survey. However, there are three problems with this approach. First, response rates are often low — mostly because of the way organizations ask the satisfaction questions. Second, the data often give false readings as organizations receive high satisfaction ratings yet consistently hear that their employees are unhappy. Finally, even if their employees are happy at any given point in time, that doesn’t necessarily mean that they’re happy overall.

Start-up HappySignals thinks there’s a better way. The company has reinvented service management satisfaction using an approach similar to the Net Promoter Score (NPS) — creating what it calls the Happiness Score. Unlike most traditional satisfaction approaches, the company uses a research-based set of standard questions that gauge the employee’s experience and happiness rather than the success of the process in the form of SLAs.

Moreover, the survey also asks its respondents to estimate their lost productivity. This survey data is then converted into a set of dynamic analytics that enable organizations to understand everything from the systems that are creating the unhappiest outcomes to the correlation between happiness, productivity and a wide range of contributing factors such as location, business unit, language, etc. Finally, the company enables organizations to continually measure employee’s overall satisfaction using sampled surveys and compare all of this data to the company’s customer-wide benchmarks. The result is a satisfaction measurement tool for service management applications that may finally help organizations improve productivity and enhance the employee experience.

Copyright © Intellyx LLC. Intellyx publishes the Agile Digital Transformation Roadmap poster, advises companies on their digital transformation initiatives, and helps vendors communicate their agility stories. As of the time of writing, none of the organizations mentioned in this article are Intellyx customers. To be considered for a Brain Candy article, email us at [email protected].

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More Stories By Jason Bloomberg

Jason Bloomberg is a leading IT industry analyst, Forbes contributor, keynote speaker, and globally recognized expert on multiple disruptive trends in enterprise technology and digital transformation. He is ranked #5 on Onalytica’s list of top Digital Transformation influencers for 2018 and #15 on Jax’s list of top DevOps influencers for 2017, the only person to appear on both lists.

As founder and president of Agile Digital Transformation analyst firm Intellyx, he advises, writes, and speaks on a diverse set of topics, including digital transformation, artificial intelligence, cloud computing, devops, big data/analytics, cybersecurity, blockchain/bitcoin/cryptocurrency, no-code/low-code platforms and tools, organizational transformation, internet of things, enterprise architecture, SD-WAN/SDX, mainframes, hybrid IT, and legacy transformation, among other topics.

Mr. Bloomberg’s articles in Forbes are often viewed by more than 100,000 readers. During his career, he has published over 1,200 articles (over 200 for Forbes alone), spoken at over 400 conferences and webinars, and he has been quoted in the press and blogosphere over 2,000 times.

Mr. Bloomberg is the author or coauthor of four books: The Agile Architecture Revolution (Wiley, 2013), Service Orient or Be Doomed! How Service Orientation Will Change Your Business (Wiley, 2006), XML and Web Services Unleashed (SAMS Publishing, 2002), and Web Page Scripting Techniques (Hayden Books, 1996). His next book, Agile Digital Transformation, is due within the next year.

At SOA-focused industry analyst firm ZapThink from 2001 to 2013, Mr. Bloomberg created and delivered the Licensed ZapThink Architect (LZA) Service-Oriented Architecture (SOA) course and associated credential, certifying over 1,700 professionals worldwide. He is one of the original Managing Partners of ZapThink LLC, which was acquired by Dovel Technologies in 2011.

Prior to ZapThink, Mr. Bloomberg built a diverse background in eBusiness technology management and industry analysis, including serving as a senior analyst in IDC’s eBusiness Advisory group, as well as holding eBusiness management positions at USWeb/CKS (later marchFIRST) and WaveBend Solutions (now Hitachi Consulting), and several software and web development positions.