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HDI SupportWorld Live

Raise the bar for tech support and service management

Join Unisys’ Rocky McGuire, head of service desk for North America, Digital Workplace Solutions (DWS); Davoud Pourhossein, director of DWS strategy and innovation; and Patrycja Sobera, global vice president of DWS service delivery, who will be speaking at HDI SupportWorld Live. The trio will share tips and best practices for delivering experience-centric IT support and services for the modern workplace.  

HDI is the leading events and services organization empowering the technical support and service management industry and its people. The Unisys Next-Generation Service Desk is certified through the HDI IT Support Center Certification Program, and its DWS delivery team was honored with the 2023 HDI Awards for “Best Service and Support Culture” and “Best Service and Support Organization.”  

See complete session details and registration information below.  

Session 104: Beyond output: transforming a mindset to drive business outcomes 

  • Track: Leading world-class teams, evolving the customer and employee experience 
  • Tuesday, April 30
  • 10:15 am - 11:15 a.m. MDT
  • Room 207

Explore how elevating your mindset to focus on what you want to achieve for team members, customers and technologies – rather than what you want from them – can effect monumental change in your organization. Rocky McGuire will share a use case demonstrating how this paradigm shift has transformed Unisys' teams and technology for exceptional customer outcomes and lasting business impact. You’ll learn why: 

  • Outcomes and output are not created equal.  
  • It’s critical for leaders to understand the for and the who of their organization to identify their what. 
  • Achieving meaningful impact requires leadership to shift its approach from output-focused (from) to outcome-focused (for)

Session 402: The secret of experience, engagement and evolution: XLAs and beyond 

  • Track: Achieving service excellence 
  • Wednesday, May 1 
  • 10:15 am - 11:15 a.m. MDT 
  • Room 111

Unisys has been a pioneer in helping clients adopt experience-level agreements (XLAs). But your experience management journey doesn't end there – in fact, XLAs are only the beginning. Experience management touches every facet of your organization, requiring a continual evolution that places people at the heart of every strategy. In this session, Patrycja Sobera and Davoud Pourhossein will share a real-world client story that reveals: 

  • How experience management can create new pathways for team connection to drive your business engagement sky-high 
  • Why employee engagement can mean the difference between success and failure 
  • Industry-agnostic strategies for becoming an experience management champion 

Register for HDI SupportWorld Live

Join Unisys at HDI SupportWorld Live to gain insights and inspire actionable change in your IT service delivery strategies.

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