Virtual Experience
Wednesday, 31 January
10-13 GMT | 11-14 CET
ITXM Summit 2024
Join our exclusive virtual half-day event on 31st January 2024, packed with insights and success stories on improving employee happiness and productivity.
Customer Keynotes:
Achieve Better Business Outcomes with IT Experience Management
Human-centric IT experience management (ITXM) has become a top priority for IT leaders. Understanding employee experiences with IT, making data-driven decisions, and improving IT operations and outcomes in the right areas is more crucial than ever. But how do you start your ITXM journey, and, more importantly, how do you succeed with it?
Join our exclusive virtual event jam-packed with insights and success stories on boosting employee happiness and productivity to:
* Gain invaluable knowledge from industry experts and leaders from human-centric IT organizations.
* Learn how to enhance employee experiences and drive business success through experience management.
Don't miss out on this half-day event that will transform your approach to IT decision-making.
Keynote Speakers
Senior Global Product Manager
Osvaldo leads Nestlé's transformations globally as a Senior Product Manager inside the ITSM ecosystem, driving ITSM modernization projects. He is a member of the Employee Experience Program Transition & Transformation +270K Users. Recently, he was awarded in the WEX program at Nestlé. This program is dedicated to enhancing user experience through innovative digital capabilities, making their IT products and services simpler, faster, and smarter.
Group IT Senior Director Global Service Delivery
Chris leads Campari's global service delivery and service management, implementing worldwide change and transformation to deliver upon business objectives and increase customer satisfaction, efficiency, and profitability.
XLA and Outsourcing Contracts
Neil is the co-founder and chief experience officer at Bright Horse and co-founder and chief executive officer at Experience Collab. He works with many companies across a range of sectors to help them change the way they currently report the success of their IT by helping them through education and consulting to develop the right experience metrics (XLAs) and the right Experience Management Office (XMO) for their business.
Senior Global Product Manager
Osvaldo leads Nestlé's transformations globally as a Senior Product Manager inside the ITSM ecosystem, driving ITSM modernization projects. He is a member of the Employee Experience Program Transition & Transformation +270K Users. Recently, he was awarded in the WEX program at Nestlé. This program is dedicated to enhancing user experience through innovative digital capabilities, making their IT products and services simpler, faster, and smarter.
Group IT Senior Director Global Service Delivery
Chris leads Campari's global service delivery and service management, implementing worldwide change and transformation to deliver upon business objectives and increase customer satisfaction, efficiency, and profitability.
XLA and Outsourcing Contracts
Neil is the co-founder and chief experience officer at Bright Horse and co-founder and chief executive officer at Experience Collab. He works with many companies across a range of sectors to help them change the way they currently report the success of their IT by helping them through education and consulting to develop the right experience metrics (XLAs) and the right Experience Management Office (XMO) for their business.
Agenda
| Time (GMT) | Session |
|---|---|
| 10:00 |
Founder's Welcome: Decision-making with Human-Centric IT Experience Do you know what really matters to your employees and business outcomes? Discover how experience data and insights improve decision-making and drive better business results. Sami Kallio, CEO, HappySignals, and Pasi Nikkanen, CGO, HappySignals
|
| 10:30 |
How Nestlé IT is Modernizing ITSM with Experience Management Transforming your organization to become outcome-focused and changing behaviors and mindset is a journey you need to take step by step. Nestle IT has a clear goal: To be recognized as a business partner in their organization. Hear from Osvaldo about the lessons learned so far and what outcomes they have achieved. Osvaldo Santos, Senior Global Product Manager, Nestlé |
| 10:55 | Break |
| 11:00 |
Ensuring Successful XLA Contracts Experience level agreements (XLAs) are becoming the new norm for measuring the success of IT. Therefore, there is now a need for XLAs in the contractual agreements between outsourcers/internal IT service organizations and their customers. What are the four most common XLA contractual options? Neil Keating, CEO & Co-founder, Bright Horse |
| 11:30 |
Leading IT with Experience Management Campari recognized the need for improved visibility into IT service performance and for informed decision-making during their transformational journey. This led them to seek change and prioritize actionable experience data essential for driving success. In Chris's presentation, you will hear how Campari Group IT started its ITXM journey to become human-centric, what outcomes they have achieved, and the next steps. Chris Fazey, Group IT Senior Director Global Service Delivery, Campari Group |
| 11:55 |
Break |
| 12:00 |
Sneak preview of the Global IT Benchmark 2023 Key Findings Sami Kallio, CEO, HappySignals, and Sakari Kyrö, ITXM Lead, HappySignals |
| 12:30 |
Summary & QA Sami Kallio and Pasi Nikkanen
|
Improving business outcomes with experience data
With 4,000 employees globally, The Campari Group's main goal was to have complete visibility across all locations on how the rapid digital transformation impacted their employees and whether the transforming services impacted their work positively or negatively.
In this video, Chris Fazey from Campari Group shares his views about the outcomes they have gained through IT experience and data-driven decision-making.
How does IT Experience Management drive better decision-making?
What currently drives your IT decision-making? There’s likely a wealth of operational data in your corporate quantitative and qualitative sources. But are you confident this is sufficient to make the right decisions and improve IT operations and outcomes in the right areas?
Our customers find that experience data gives them a different perspective of what’s working and what’s not. Enabling more informed decision-making focused on “what matters most” to employees and business outcomes. Hear from HappySignals CEO Sami Kallio how experience data and insights will improve your decision-making and business results.