Join Patrycja Sobera, global vice president of delivery for Digital Workplace Solutions (DWS) at Unisys and Davoud Pourhossein, DWS global director of strategy and innovation, at Spark 2023, the Service Desk Institute’s (SDI) annual conference. Spark brings together service desk industry leaders to exchange ideas, insights and best practices for breaking down barriers and elevating their teams’ capabilities to deliver excellent support.  

 

Attendees will explore practical strategies for optimizing decision-making, fostering agility and resilience, and enabling harmonious team collaboration. The Spark conference will leave you feeling inspired, empowered and equipped to overcome any service desk challenge.

October 31, 2023 | 11:20 - 12:20 a.m. BST 

 

Eastside Rooms | Ashstead 1 | First floor 

 

During this 60-minute workshop, Sobera and Pourhossein will discuss an effective approach to experience management, including how you can apply experience data to drive business initiatives and create value. Don’t miss out on building your experience-level agreement (XLA) in a hands-on exercise. 

 

Attendees will explore: 

• The importance of creating an experience management office (XMO) that extracts actionable insights 
• How to structure an XMO that empowers the entire IT services ecosystem to work together holistically  
• Best practices for investigating and analyzing end-to-end service, processes and request lifecycles, and communicating inquiries to stakeholders for remediation 
• How the XMO develops and deploys XLAs to track customer sentiment, drive ongoing improvement and boost overall satisfaction  

Register now