2025 Schedule
Session 303: Experience or Extinction: Why IT Must Redefine Success to Stay Relevant
Rae Ann Bruno (Cumming, Business Solutions Training, Inc.)
Wesley Eugene (SVP North America, HIT Global)
Andrea Miller (Business Manager for UAA IT Services, University of Alaska, Anchorage)
Jeff Jensen (Founder and Principle, I Train IT Leaders LLC)
Nicole Baron (Continual Improvement Manager, Takeda)
Date: Wednesday, November 19
Time: 3:45 pm - 4:45 pm
Pass Type: Core Pass, Premier Pass, Premium Learning Pass - Get your pass now!
Track: Modernizing Service Management, Connecting the Dots: Frameworks and Methodologies
Session Type: Session
Vault Recording: TBD
Audience Level: All
Today's employees expect more than services that simply work — they expect experiences that are intuitive, seamless, and human-centered. Moving from service delivery to experience design is no longer optional for IT — it's essential.
This interactive panel explores the modern experience playbook reshaping how forward-thinking IT teams deliver greater value and visibility. From journey mapping and personas to service safaris, empathy maps, and XLAs, we'll dive into the methods that are helping organizations shift from internal efficiency to outcomes that truly matter to users and the business.
You'll hear real-world insights on what works, what doesn't, and how to start applying experience-driven practices — even without a large team or new tools. Through audience-driven questions and challenges, you'll guide the conversation: ask how these methods are used, when they fail, and how to start where you are.
You'll leave with practical strategies to make experience your competitive advantage — and ensure your IT organization stays relevant, impactful, and deeply aligned to business success
Takeaway
Understand why experience design is essential for IT's future.
Explore practical experience methods like journey mapping, personas, and XLAs.
Learn how to apply experience-driven practices without new tools or large teams.
Gain real-world insights on what works — and what doesn't.
Walk away with strategies to make experience your competitive advantage.