CONFERENCE PROGRAM

This Is Not Your Usual Service Management Conference Program

Service management leaders like you will unite in Orlando for a fresh, exciting take on a conference program filled with case studies and interactive sessions [think mini-workshops on steroids]. Gain insights from both experts and practitioners on how to leverage digital transformation, address disruption, inspire innovation, and lead enterprise service management initiatives. Take home industry trends, secrets, and best practices to improve your service operations.

What attendees added to their schedule last year:

Engaging case studies from companies like Target, Chick-fil-a, Shopify, Emory Healthcare, and Penn State, just to name a few
Expert insights from Forrester, MetricNet, HDI and other industry heavyweights
A choice of a two-hour workshop on a variety of topics such as design thinking, creating your operating model, and skills assessments for the digital age
Game changing keynote presentations
A robust mix of names you’ll recognize and fresh voices sharing the trends and tangible solutions to help you streamline and improve your mission-critical processes

View Last Year's Conference Agenda

LAST YEAR'S LEARNING TRACKS

Connecting the Dots

Sessions in this track will focus on combining frameworks and methodologies to mitigate risk and maximize flexibility. Topics include evolving traditional frameworks for improved agility, harvesting knowledge and insights across frameworks, incorporating TBM, the impact of organizational maturity, and more.

Decisions That Drive Results

Sessions in this track will focus on the strategic decision-making process in a platform economy, including actionable use of knowledge, analytics and quality metrics, disruptive/innovative decision-making, design thinking, and more.

Envisioning the Future – Disruptors and Innovators

Sessions in this track will focus on forward-looking strategy and digital transformation, as well as successful use cases in innovations featuring AI, Agile, blockchain, and more.

People Make the Difference: Attitude, Behavior, Culture

Sessions in this track will focus on organizational culture—whether integrating service management into a high-functioning culture or affecting the cultural change required to make service management work. Topics include attracting and cultivating top talent, developing/maintaining a high-performance culture, organizational change management, authentic leadership, and more.

Optimizing Service Experience

Sessions in this track will focus on experience and engagement, including design and execution strategies in an omni-channel world, identifying and leveraging key stakeholders, evaluating the impact of policies and procedures, and more.

Service Management Beyond IT (It’s a Big World After All)

Sessions in this track will focus on challenges and successful use cases of applying service management principles and frameworks across the enterprise.

Security & Risk Mitigation

IT security is about much more than data – it’s about peoples’ lives, and the reputation and health of your organization. Sessions in this track will focus on setting a strategy that balances security and usability based on risk tolerance, successful execution tactics, and more.

Integrated Innovation and Disruption at Target

In 2015, Target CEO Brian Cornell committed $7 billion to refurbish Target’s 1,800 stores and revamp its digital operations, including investing in new technology like artificial intelligence, machine learning, and data analytics. But the key to success lay in Target’s workforce of 323,000 people. “One of the lessons I’ve learned over the years—it’s easy to design a strategy, but it all comes down to execution and outcomes,” Cornell told Fortune. “And, ultimately, the plans have to be owned by the team. It always comes down to people.” The four sessions in this track will expand on the keynote session, How Target Made Tech Simpler, Better and Faster for its “Guests” and Team, and provide an integrated view into the digital transformation underway at Target.

View Last Year's Conference Agenda