The Era of Humanizing IT

Today’s experience economy is forcing IT leaders to transcend their IT services from transactions to consumer-like experiences. With companies focusing on superior customer journeys growing 2X faster than their contemporaries, the time has never been more right for IT leaders to strive to humanize the IT service experience for their customers. In this pursuit, Freshworks believes, putting end-users and user experiences at the core will dominate IT transformation in this decade.

EXPERIENCE IT, hosted by Freshworks, brings 30+ leading CIOs, industry leaders and technology visionaries together for an interview series full of insights and learnings. We will be exploring the evolution of user behavior, the significance of designing IT services that interact with humans, and the benefits of delivering world-class experiences.

#experienceit

30+ Global IT Thought Leaders

 

Andrea Kis

Manager, Deloitte

 

Andrew Cutler

Vice President, Strategy and Transformation, Software AG

 
Claire Agutter

Director, ITSM Zone

 

Dave Snowden

Chief Scientific Officer, Cognitive Edge

 
Deborah Burton

CEO at Instruqt

 

Doron Gower

Chief Solution Architect, KMS Lighthouse

 
Doug Tedder

Principal, Tedder Consulting LLC

 

Greg Sanker

Senior IT Leader / Former CIO, State of Oregon

 

Iain Cameron

User Services Manager, Digital and Information Services, University of Aberdeen

 
Jacobi Zakrzewski

Director, IS Operations, Crescent Electric Supply Company

 

James Gander

Owner, Gander Service Management

 

Jason Goldberg

Senior Solution Architect, Device42

 

Juha Berghall

CEO & Co-Founder, ONEiO Cloud Corporation

 

Kai Altenfelder

Managing Partner, pro accessio GmbH & Co. KG

 

Karen Ferris

Organizational Change Management Rebel With a Cause

 

Mark O'Loughlin

CEO and Founder, Red Circle Strategies

 

Mark Smalley

The IT Paradigmologist, Smalley.IT

 

Mark Thomas

President, Escoute Consulting

 

Matthew Burrows

President, SkillTx

 

Paul Wilkinson

Director, GamingWorks

 

Philip Sheu

CTO, Splashtop

 

Richard Friedl

Owner, ITSM Partner Consulting GmbH

 

Richard Melick

Sr. Technical Product Manager, Automox

 

Ros Satar

Freelance Journalist, Radio Presenter & Consultant, RFS Informative Solutions Ltd

 

Simone Jo Moore

Mixologist & Human API, SJM

 

Sofi Fahlberg

VP Operations, Signicat

 

Stéphane JORET

Senior Expert Consultant, Liscience

 

Stuart Rance

Owner, Optimal Service Management Ltd.

 

Suzanne van Hove

CEO & Owner, SED-IT

 

Tessa Troubridge

Chief Executive Officer, Service Desk Institute (SDI)

 

Tobias Nyberg

Advisor & Coach, Galestro AB

 

Ulf Myrberg

Founder and Senior Partner, BiTA Service Management AB

 

And More.

TRACK 1

IT Strategy Essentials

In this track, we explore how IT has evolved in the experience economy. From the experience expectation shift, rekindling the love affair with the business to the talent imperative, the basics of delivering world-class experience have changed, and how.

This session explores the relationship between people and technology thus far and how organizations' focus needs to shift from just being able to make IT functional to make it experiential. The experiences these technologies deliver will drive the future of IT.
In this session, we look at different ways IT can enable other business functions to perform at their best. Business Relationship Management (BRM) has shifted IT's role from tactical interactions to one of strategic engagement. Finding a delicate balance between optimizing business value and evolving business culture helps break down silos to achieve the organizational purpose.
The expanding role of digital in the enterprise is creating new functions and skill requirements. If we cannot build a workforce that is resilient in the face of constant change, then we will cease to exist. In this session, we look at re-programming skills for the digital era and shed behaviors that are no longer viable.
TRACK 2

Unlocking IT Potential

In this track, we explore actionable tactics to unlock the potential of IT with AI. These tactics will bring to the forefront - inclusive automation that amplifies the role of humans and understand what success with AI can look like in the era of humanizing IT.

In this session, let's demystify some of the expectations of Artificial Intelligence (AI). While the ongoing debate on the extent to which AI can impact the role of humans persist, AI is already a part of our lives. IT leaders are having conversations around AI as customers expect service and experience similar to Amazon's Alexa, Google Home, etc. How can IT help businesses unlock real value from AI?
This session looks at what kind of design approach brings together and amplifies the best of automation and the best of humanity. Explore the integration of both the human and automated elements, so the experience is smooth and enables the AI interface to learn and improve on its speed, accuracy, consistency, and relationship interaction.
We all like to know where we stand and if we are heading in the right direction. It's about understanding why and how we need to know something to make the right decisions. Amongst other ideas, this session explores the context of blue sky view versus common knowledge and the balance challenge if we're not to become data junkies. To be a part of value co-creation, we share a responsibility for the accuracy, transparency, trust, and security of the information we input to the system that helps make data-driven decisions.
TRACK 3

Humanizing IT

In this track, we explore different aspects of humanizing IT. Strategies to maximize tool potential, creating an omnichannel experience, and balancing DevOps and Service Delivery - in a new era of humanized IT.

For most of us, our organization already exists. Often, we are the inheritors of the technology and process choices of those that came before us. We are being asked to transform the complex, deeply embedded legacy systems, constrained processes, and dying skillsets into a new high-performing business model. In this session, let's look at how do we go about maximizing the potential of the tools we have to refresh our technology landscape and enable our teams to make the shift to living digital, to inspire new behavior and to instil a co-creative, resilient culture.
An average US consumer is connected to approximately six networked devices at a time. With device interaction exponentially increasing and evolving, services need to be omnipresent. With hyper-connected employees and blurring work and personal lines across any channel or device, this session explores how a human-centric omnichannel approach improves service delivery experience.
Are we colleagues or adversaries? An ethereal dance performance requires a harmonious partnership. Any discord becomes visibly evident and breaks the flow. The same relationship holds true for DevOps and Service Delivery. In this session, we explore the expectations both teams should ideally have from each other, to avoid missteps. We also cover the impact a well oiled DevOps and Service Delivery engine could have to reach new heights of value success.

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