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Designed to meet the unique needs of service management and technical support leaders, Service Management World will explore the strategic and tactical elements of managing and deploying an optimal service management strategy.

Session 103: The State of Experience in the Workplace

Rae Ann Bruno  (President, Business Solutions Training, INc.)

Neal Keating  (Founder, Experience Collab)

Weston Morris  (Sr. Director, Global Strategy - Digital Workplace Solutions, Unisys Corporation)

Kym Bowen  (Senior Manager, Business Solutions for Technology Customer Experience, T-Mobile)

Joe Fugere  (IT Service Center Director, University of Alaska Anchorage)

Location: Grand Caribbean 4

Date: Tuesday, November 14

Time: 10:15 am - 11:15 am

Pass Type: Pre-Conference Training/Certification Course + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!

Track: Modernizing Service Management, Optimizing Culture and Leadership

Session Type: Session

Vault Recording: TBD

Audience Level: All

Experience management is a topic you can read about on a daily basis. Gartner, Forrester, and many more companies are providing information on the maturity of experience, how employees are impacted in the hybrid environment, and how to overcome watermelon metrics (meeting SLAs, but people are complaining about IT).

It’s great to read about trends, maturity, and metrics, but wouldn’t you prefer to hear from companies themselves? From companies who are at different levels of maturity with their experience journeys? Or from someone who has guided organizations in the US and outside of the US through successfully implementing experience level agreements (XLAs)?

If your answer is yes, then attend this panel to hear from panelists who are successfully transforming their cultures, or have already transformed the culture, by implementing experience management and XLAs. They will answer questions like:
  • How did you get started?
  • What is the hardest part of the journey?
  • How do you measure experience?
  • How do we get executive buy-in?
  • Is ITSM part of experience?

And of course, they will answer your questions, too!