2025 Schedule

In a time of accelerating AI and increasing complexity, IT and service management leaders are being pulled in many directions—between customer demands, employee needs, and the pressure to transform. While CX (Customer Experience) and EX (Employee Experience) have each been championed as keys to value creation, their siloed evolution has led to misalignment, unclear ownership, and fragmented strategy.
This session proposes a shift: from separate conversations around CX and EX to a single, human-centered framework—Human Experience (HX).
HX isn't just another acronym. It's a practical, unifying lens that simplifies strategy, connects language, and reframes how we lead in the era of modern service. By aligning people, processes, and platforms around human outcomes, HX empowers IT and service leaders to become translators and integrators across the enterprise.

Takeaway

Participants will leave this session with:
•A clear understanding of HX and its role as a bridging framework between CX and EX.
•Practical language to unify cross-functional teams around shared goals.
•Actionable insights for embedding human-centered thinking into AI strategy, service design, and transformation roadmaps.
•A fresh perspective on how IT and service management can reclaim a leadership seat at the business table—by championing the human experience.