2025 Schedule

This session will explore how we as IT professionals can move from reactive ticket-takers to proactive experience designers—delivering seamless, personalized, and value-embedded services that rival the hospitality industry's (and Disney’s) gold standards.

1. Rethinking the IT Support Identity
- Why traditional IT support models are falling short
- What concierge service means in an enterprise context
- The emotional quotient of IT: trust, patience, and service design
2. Building Blocks of a Concierge Experience
- Personalization: Know your user, anticipate needs
- Proactivity: Alerts, check-ins, and VIP workflows
- White-Glove Interactions: Language, tone, ownership, and closure
- Channel Strategy: Walk-up desks, embedded chat, floorwalkers, and Slack/Teams etiquette
3. ITSM Process Adaptations
- Modifying SLAs to accommodate experience expectations
- Building Experience Level Agreements (XLAs)
- Empowering frontline agents with decision authority
- Leveraging ITIL 4’s Service Value System (SVS) for experience delivery
4. Tools, Metrics & Culture
- Tools that support concierge-style operations (e.g., sentiment tracking, smart routing, user profiles)
- Experience-focused KPIs (first-contact resolution + satisfaction delta)
- Cultural mindset shift: recruiting and rewarding service-oriented behaviors

Takeaway

• A service mindset is no longer optional—it’s the differentiator for internal IT.
• Practical steps and real-world examples of concierge-style support in high-touch professional sectors.
• A mini toolkit to begin reimagining your own internal service journey.