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Enterprise Connect 2021

Optimize your service management strategy

Service Management World (SMW), powered by HDI, is the leading event for service management and technical support leaders. Attendees can explore the strategic and tactical aspects of crafting and deploying a first-class service management strategy. Gain insight to help you embrace evolving customer and business expectations, discover emerging resources and implement projects effectively, positioning your organization for success in a dynamic industry. You can anticipate a wealth of tools, expertise and networking opportunities to help transform your organization with best practices in service management.

Weston Morris, senior director of global strategy for Digital Workplace Solutions (DWS) at Unisys, and Tim Rashkin, DWS solution director, will help lead several event sessions centered on experience management. See below for individual session details and to register.

Learn more about how Unisys can help you implement a winning experience management program.

Session 103: The State of Experience in the Workplace 

November 14 | 10:15 a.m. EST

Grand Caribbean 10 | Loews Sapphire Falls Resort 

Discover how industry leaders have successfully transformed their cultures and implemented experience-level agreements (XLAs). This panel discussion will explore experience management and offer insights directly from companies at various levels of maturity in their experience journeys. Panelists include:

  • Weston Morris, senior director of global strategy for DWS, Unisys 
  • Kym Bowen, Senior Manager, Business Solutions for Technology Customer Experience, T-Mobile 
  • Rae Ann Bruno, President, Business Solutions Training, Inc. 
  • Joe Fugere, IT Service Center Director, University of Alaska Anchorage 
  • Neal Keating, Founder, Experience Collab 

The panel will address the core components of embarking on an experience management journey, including:

  • Getting started 
  • Overcoming challenges 
  • Measuring experience 
  • Securing executive buy-in 
  • Understanding the relationship between ITSM and experience

Don't miss this opportunity to engage with experts who have firsthand experience in navigating the evolving landscape of experience management. 

Register now

Session 406: Experience + Service Management: A Winning Combination 

November 15 | 10:15 a.m. EST 

Grand Caribbean 4 | Loews Sapphire Falls Resort 

In this session, Weston Morris and Tim Rashkin will join Matt Beran, product specialist at InvGate, to explore practical implementation strategies for employee and customer experience, as well as XLAs. The session will demystify the processes involved in integrating experience management principles into existing services, procedures and teams. Explore real-world examples of XLAs, user research, personas, journey maps and prototypes, providing insights into:

  • Identifying experience gaps and opportunities 
  • Collecting data for calculating return on experience 
  • Constructing effective, actionable XLAs 

Register now