From Insights to Intelligence

Registration and coffee/tea with snacks

12:00

Keynote:  From Insights to Intelligence

This keynote, led by HappySignals' CEO Sami Kallio, opens the ITXM Summit London with a clear message: it’s time to move beyond reports, gut feelings, and reactive decisions.

Through real-world perspectives, customer stories, and live on-stage moments, the keynote explores how experience data, people insights, and technology signals come together to reveal where employees are struggling, why it’s happening, and what to do next — without adding complexity.

The session builds toward a major platform unveil that marks a shift from traditional experience measurement to something far more powerful, and practical.

A must-see opening for anyone ready to stop guessing and start knowing.

Sami Kallio, CEO & Co-Founder + Guest Customer Speakers

15:00

Global IT Benchmark 2026 - Key Findings 

Discover What Millions Of IT End-Users Are Telling Us About IT Experience in 2026

What’s really driving employee happiness—or frustration—with IT in 2026? You’ll get a deep dive into trends across industries, company sizes, internal vs. outsourced service desks, and global IT support profiles. Join us to explore where time is being lost, how perceptions differ, and what leading organizations are doing to improve. Whether you're benchmarking performance or planning your next IT strategy move, these findings will give you a human-centric edge.

15:20

Fireside Chat: “Meet the Practitioners. Their Journeys and Best & Worst Feedback Ever Received” 

A candid conversation with practitioners who have lived the shift toward experience-led IT. Hear how they got started, what they’ve learned along the way, and the most memorable feedback they’ve ever received — both good and bad.

15:50

Fireside Chat: “Beyond CSAT. Why Experience matters in the services-led industry?"

A discussion on why traditional satisfaction scores no longer tell the full story. Explore why experience matters more in services-led businesses, and how organizations can move from measuring transactions to understanding real impact.

16:20

Fireside Chat: “How Experience Is Becoming the Primary IT KPI”

IT leaders are under pressure to prove value in ways traditional metrics cannot. This session looks at why experience is becoming a leading KPI for modern IT, and how it helps teams make better decisions, prioritize action, and show business impact.

16:50

Reflections & Final Remarks

Happy Hour