2025 Schedule

In an era of rapid digital transformation, IT service management (ITSM) faces a critical balancing act: leveraging cutting-edge automation and AI while maintaining the human touch that drives customer satisfaction and employee engagement. This session explores the challenges and opportunities of integrating technology with personalized service, offering actionable strategies to harmonize efficiency with empathy.
Through real-world interactive discussions, and expert insights, attendees will examine how organizations can avoid the pitfalls of over-automation while still harnessing the power of AI, self-service, and predictive analytics.
Key Learning Objectives:
1. The Human-AI Balance – Understand how to blend automation with human interaction to enhance service delivery without sacrificing customer experience.
2. Avoiding the "Robotic Service" Trap – Learn best practices for maintaining empathy and personalization in an increasingly tech-driven ITSM landscape.
3. Future-Proofing Service Management – Discover how emerging technologies (AI, chatbots, predictive analytics) can complement—not replace—human expertise.
4. Measuring Success – Explore KPIs that track both operational efficiency and user satisfaction to ensure technology enhances, rather than hinders, service quality.

Takeaway

• A framework for evaluating when to automate vs. when to humanize service interactions.
• Real-world examples of organizations successfully navigating the tech-touch divide.
• Practical tools to assess and optimize your own service management strategy.
• Insights into fostering a culture that embraces innovation while valuing human connection.