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The Latest HappySignals Experience Data Offers Valuable Insights for IT Service Providers

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Helsinki March 1st, 2023 – HappySignals, the leader in human-centric experience management for IT and creator of the IT Experience Management (ITXM™) Framework, today released The Global IT Experience Benchmark Report (H2/2022). This biannual global benchmark report shares aggregated experience insights into various aspects of corporate IT performance – for both in-house and outsourced IT service providers – to inspire organizations to target their continual improvement efforts on what matters most.

If you’re a CIO, IT leader, or service owner who needs to deliver great IT experiences to end-users in 2023, you must start making informed improvement decisions based on experience data. These superior experiences that result will drive better business operations and outcomes and ultimately improve the corporate bottom line.

The Global IT Experience Benchmark Highlights

In the latest Global IT Experience Benchmark Report, some of the key experience insights include that:

  • Ticket-based services (incidents and requests), Collaboration with IT, and Remote Work are still the highest-rated areas of IT.
  • Employees rate Remote Work +37 points higher than their Office Environment even though they feel they lose more time with Remote Work than with Office Environment-related issues.
  • IT support capabilities are important to what end-users think of IT as a whole. End-users most frequently selected IT Support Services (60%) and IT Personnel’s Attitude (53%) as contributing factors to their positive overall IT experience rating. At the same time, 69% of respondents gave it as a contributing factor to their poor score.
  • Western European end-users are still the most critical of their IT service providers’ incident handling (scoring +72) despite losing less time (2h 41min) than the end-users in other regions.
  • South American end-users are the happiest with their IT service providers’ incident handling (+89) despite losing more time than end-users in all the other regions except Africa.
  • North American end-users are the least happy with service requests and report losing over twice as much time with service requests as end-users in Western Europe.
  • 79% of customers’ service desk teams now have experience targets, while 18% have yet to set any.
  • Customers are ceasing service provider sanctions, with this dropping from an 87% usage level in 2020 to 52%.
  • 89% of customers identify improvement areas using experience data.
  • 89% of customers feel happier end-users are a key benefit of experience management. 64% cite better IT teams focus, better decision-making based on data, and more motivated IT employees.
  • 80% of employee perceived lost time with IT incidents comes from only 13% of tickets.
  • Each time a ticket is reassigned, end-user happiness decreases by nearly eight points, and end-users perceive they lose an average of 1 hour and 49 minutes of work time per additional reassignment.

These insights are based on 1,642,555 pieces of end-user feedback collected between January-December 2022 by customers that use the HappySignals IT Experience Management Platform. These customers include large enterprises, public sector organizations, and Managed Service Providers (MSPs) who use the HappySignals Platform with their customers. About 60% of HappySignals customers are using outsourced service desk providers.

It’s important to appreciate that these insights relate to organizations already investing in improvements to address end-user experience issues rather than reflecting “average” IT organizations still reliant on traditional IT metrics.

“In recent years, customers have moved from making small service desk improvements to bigger budgeting decisions based on experience data. I believe this is the future of experience management – using the experience data for IT decision-making.” said Sami Kallio, CEO, HappySignals.

How the Experience Data is Gathered

HappySignals IT Experience Management Platform connects operational data from customers’ IT service management (ITSM) platforms. HappySignals surveys ask questions related to: 

  • Happiness: where end-users rate how happy they are with the measured IT area (e.g. recent ticket-based service experience, enterprise applications, or mobile devices on a scale from 0-10. The NPS model is then used to derive the Happiness rating.
  • Productivity:where end-users estimate how much work time they lost, i.e. productivity, due to the measured IT area.

End-users can also select the factors that influenced their Happiness rating from a list of suggested reasons. 

For press materials, click here.

About HappySignals

HappySignals is the leading SaaS company for IT Experience Management, empowering enterprises to change their culture to be more open, outcome-focused, and data-driven. The HappySignals Platform enables IT leaders to get a real-time understanding of the experiences they are delivering to end-users. Using HappySignals, customers can make informed decisions that increase employee happiness and productivity.

Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over a million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average. For more information, visit www.happysignals.com.

Media Contact

Eva Taskinen
VP Marketing
[email protected]
+358 -40 -552 9084

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EU’s Regulatory Shift: A Boon for Small Tech Firms

New EU regulations targeting tech monopolies promise to level the playing field, offering unprecedented opportunities for smaller tech companies to thrive. Explore how these changes could reshape the industry.

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In a decisive move aimed at curbing the dominance of technology giants, the European Union has implemented a suite of new regulations designed to foster competition and innovation within the industry. Announced by the European Commission on May 21, 2026, these measures are part of a broader strategy to dismantle monopolistic practices and empower smaller players in the tech sector. The Financial Times reported that this regulatory shift could herald a new era for startups and small businesses, offering them a unique opportunity to compete on a more level playing field.

For years, the EU has tussled with tech behemoths over issues ranging from data privacy to market monopolies. These latest regulations, however, mark a significant escalation in the EU’s efforts to promote fair competition. By targeting the monopolistic practices that have long stifled smaller competitors, the EU aims to dismantle barriers that have historically protected the interests of large corporations. This shift is timely, as innovation increasingly emerges from smaller tech companies that often lack the resources to challenge established giants.

The current regulatory framework introduces stringent measures that impose limits on data sharing, promote transparency in algorithms, and mandate interoperability between platforms. These measures, as detailed by the European Commission, aim to dismantle the walls that have allowed tech giants to corner markets and stifle competition. Smaller firms, often more agile and innovative, stand to benefit immensely. By ensuring that platforms cannot unfairly prioritize their own services, these regulations open doors for startups to enter markets previously dominated by a few large players.

Market analysts have noted that these changes could lead to a renaissance in tech innovation across Europe. Smaller companies, unburdened by the constraints of battling entrenched incumbents, are likely to experiment with new technologies and business models. For instance, the requirement for interoperability could lead to the development of new collaborative platforms that challenge existing ecosystems. As a result, consumers may see a surge in diverse product offerings tailored to specific needs, driven by smaller companies eager to carve out niche markets.

The response from tech giants has been predictably cautious. While some have expressed willingness to comply, others have raised concerns about the potential for stifling innovation and increasing operational costs. However, proponents of the regulations argue that true innovation thrives in competitive environments. By breaking the hold of tech monopolies, the EU is not only fostering a fairer market but also driving the industry towards a more dynamic and responsive future.

Looking ahead, these regulatory changes could catalyze a shift in the global tech landscape. As smaller companies gain traction and challenge the status quo, the ripple effects may extend beyond Europe, influencing regulatory approaches worldwide. This development promises to reshape the dynamics of the tech industry, offering a glimpse of a future where innovation is driven by diversity and competition, rather than the dominance of a select few.

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AI Revolutionizes Cryptocurrency Trading with Real-Time Analysis

AI algorithms are transforming cryptocurrency trading by offering real-time analysis and unprecedented efficiency. This article explores the technological advancements and their impact on the crypto market.

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Artificial intelligence is rapidly reshaping the cryptocurrency trading landscape, a fact made clear by recent reports from Bloomberg. The integration of AI algorithms into trading strategies is providing unprecedented real-time analysis and efficiency, a development that is attracting significant attention from investors eager to capitalize on the volatile yet lucrative crypto markets.

In May 2026, Bloomberg highlighted how AI technologies are enabling traders to process vast amounts of market data at speeds unattainable by human analysts. This capability allows for the detection of patterns and trends that might otherwise go unnoticed, offering a competitive edge to those who harness these tools. The real-time nature of these analyses means traders can make decisions based on the most current market conditions, enhancing the potential for profitable trades.

The application of AI in cryptocurrency trading is not merely a theoretical concept but a practical reality transforming investment strategies. For instance, hedge funds and institutional investors are increasingly relying on machine learning models to predict price movements and optimize trading algorithms. These models can analyze a myriad of factors, from market sentiment to historical price data, adjusting trading strategies dynamically in response to new information.

AI’s role in enhancing trading efficiency is particularly crucial in the cryptocurrency markets, where volatility is a constant challenge. The ability to swiftly process and react to market changes can mean the difference between a lucrative trade and a significant loss. This agility is driving interest from tech-savvy investors who are keen to leverage innovation for financial gain.

However, the rise of AI in cryptocurrency trading is not without its challenges. Regulators are grappling with the implications of these technologies, as traditional oversight mechanisms struggle to keep pace with rapid technological advancements. There is an ongoing debate about the need for new regulatory frameworks to ensure fair and transparent trading practices.

Despite these challenges, the potential benefits of AI in cryptocurrency trading are substantial. As the technology continues to evolve, it is likely to drive further innovation in the financial sector, offering new opportunities for growth and investment. Investors and firms that can effectively integrate AI into their trading strategies are poised to thrive in this new digital era.

The future of cryptocurrency trading appears increasingly intertwined with AI technology. As more traders adopt these advanced tools, the market dynamics will likely shift, favoring those who can adapt quickly to technological changes. The ongoing integration of AI into cryptocurrency trading not only heralds a new era of financial innovation but also underscores the transformative power of technology in shaping the future of finance.

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Business & Finance

The Rise of Green Finance in Europe: Challenges and Limitations

Explore the burgeoning field of green finance in Europe, focusing on the critical challenges and limitations that could shape its future. This article provides a thorough analysis of the barriers to sustainable investment growth and the potential implications for investors.

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As the sun rises over Europe’s financial districts, a new wave of investment strategies is beginning to take shape. Green finance, a term that encapsulates financial investments flowing into sustainable and environmentally friendly projects, is gaining traction across the continent. However, beneath the surface of this promising trend lie significant challenges that could impede its progress.

The current landscape of green finance in Europe is characterized by an increasing number of funds and initiatives aimed at supporting sustainable development. The European Union has been at the forefront, implementing a comprehensive framework that encourages green investments. This includes the EU Green Deal and the Sustainable Finance Disclosure Regulation (SFDR), which aim to direct capital flows towards sustainable economic activities. Despite these efforts, the journey towards a universally green financial system is fraught with obstacles.

One of the primary challenges facing green finance is the lack of standardized definitions and metrics. What exactly constitutes a ‘green’ investment can vary significantly across regions and sectors, leading to confusion and inconsistency. This lack of clarity can result in greenwashing, where investments are marketed as sustainable without meeting rigorous environmental criteria. The absence of a unified taxonomy complicates efforts to assess and compare the sustainability of different financial products.

Moreover, the transition to green finance is hindered by the existing financial infrastructure. Traditional financial systems are deeply entrenched, often prioritizing short-term gains over long-term sustainability. This systemic inertia makes it difficult for green initiatives to gain a foothold. Additionally, many investors are still skeptical about the profitability of sustainable investments, perceiving them as risky or less lucrative compared to conventional options.

Another significant limitation is the uneven distribution of green finance across Europe. While countries like Germany and the Nordic nations have made substantial progress in integrating sustainable practices, others lag behind due to economic and regulatory disparities. This imbalance poses a challenge to achieving a cohesive and effective green finance strategy across the continent.

The role of technology and innovation in overcoming these challenges cannot be overstated. Advancements in fintech, such as blockchain and artificial intelligence, have the potential to enhance transparency and efficiency in green finance. These technologies can help track and verify the environmental impact of investments, thus building trust and credibility in the market.

Despite these hurdles, the future of green finance in Europe holds promising opportunities. As awareness of climate change grows, so does the demand for sustainable financial products. Investors are increasingly recognizing the long-term benefits of aligning their portfolios with environmental goals. Furthermore, regulatory pressures and societal expectations are likely to drive more companies towards sustainable practices, thereby expanding the scope of green finance.

In conclusion, while the rise of green finance in Europe is a step in the right direction, it is not without its challenges. Addressing the issues of standardization, infrastructure, and regional disparities will be crucial in unlocking the full potential of sustainable investments. As Europe navigates these complexities, the outcome will not only shape the future of its financial markets but also its commitment to a sustainable global economy.

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