2025 Schedule
Pre-09: Hands-On AI for Service Leaders: Build, Optimize and Transform Your Operations
Phil Verghis (Founder, Verghis Group)
Date: Tuesday, November 18
Time: 8:00 am - 3:45 pm
Pass Type: Premier Pass - Get your pass now!
Track: Modernizing Service Management, Driving Strategic Decision-Making
Session Type: Workshop
Vault Recording: TBD
Audience Level: All
AI is already reshaping service management — but turning potential into reality requires both personal mastery and strategic execution.
In this highly interactive, executive-level workshop, service leaders will move beyond theoretical discussions to hands-on application of today's most practical AI tools: Claude, ChatGPT, Gemini, Perplexity, and NotebookLM. Participants will complete exercises applying AI to live service management challenges like troubleshooting customer issues, generating knowledge articles, building onboarding courses and quizzes, scripting escalations, and uncovering service patterns.
Beyond tactical wins, attendees will create a structured action roadmap spanning three horizons: immediate quick wins (30 days), capability building initiatives (90 days), and longer-term service transformation goals (12 months).
This is not a vendor pitch — it's a practical, empowering journey to master AI's real capabilities and prepare teams for an AI-enabled future.
Participants leave ready to lead — with new skills, strategic clarity, and momentum.
Takeaway
✅ Practical AI Tool Mastery
Learn to think differently about AI tools — not just as ways to clean up after broken processes, but as pattern matchers, early warning systems, and hypothesis testers that uncover friction, improve team decision-making, and coach smarter service practices.
You'll develop a clear framework to match Claude, ChatGPT, Gemini, Perplexity, and NotebookLM to specific service management challenges like triage, automation, knowledge curation, and proactive service improvement.
✅ Hands-On Service Process Transformation
Apply AI directly to real service scenarios — not just accelerating workflows, but spotting emerging issues earlier, coaching teams through better content creation, and identifying systemic improvement opportunities.
Participants will create AI-augmented workflows for incident management, knowledge creation, onboarding programs, predictive problem detection, and escalation management, all while learning how to weave AI insights back into daily operations.
✅ Strategic 30-90-12 Month Action Roadmap
Build a personalized action roadmap that connects immediate AI quick wins (0–30 days), foundational team capability building (30–90 days), and broader service transformation initiatives (90 days to 12 months).
This plan ensures AI adoption isn't isolated or experimental — it's tied directly to measurable service improvements and organizational objectives.