Keynote Presentations


The “How” of Enterprise Service Management

Monday, November 14, 4:00 - 5:00pm

For many organizations, ESM becomes an attempt to replicate ITSM outside the walls of IT. But it may be much more valuable to think in terms of the functions and challenges faced by business units, separate from the IT component. That requires learning how those units actually operate and where they add value (or should be adding value) to the overall organizational mission.

Only when that is understood, does it make sense to try to understand and evolve those functions through a service management lens. Because the “obvious” answers to many of these questions about how organizations should introduce and expand service management concepts may not actually be the answers that matter most. Answering the wrong questions won’t help organizations determine where and how quickly ESM will help teams create maximum value.

Panelists: Marie DiRuzza, Director, Campus Technology & Media Services, Mount Holyoke College, Erika Flora, President/CEO, Beyond20 and Valence Howden, Principal Research Director, Infotech Research Group





Build a Better Box: Innovating to Differentiate and Stay Ahead of the Competition

Stephen Shapiro, Innovation Evangelist and Author

Tuesday, November 15, 8:30 - 10:00am

In their attempts to boost innovation, well-intentioned leaders are inadvertently destroying it. What if “thinking outside the box” actually kills innovation? What if failure is not a necessary component of innovation? It’s time to innovate the way you innovate and build a better box.

Innovation isn’t just about generating occasional new ideas; it’s about staying consistently one step ahead of the competition. It’s also about focusing your energy where it will have the greatest impact, whether that’s improving the employee experience, creating intentional customer experiences, or increasing the value your support organization provides to the business. Discover how to reframe your challenges, harness the insights of specialists and generalists, and find creative solutions everywhere you look.

About the Speaker

Stephen Shapiro cultivates innovation by showing leaders and their teams how to approach, tackle and solve their business challenges. Applying the knowledge he has accrued over decades in the industry, Stephen is able to see what others can’t: opportunities to improve innovation models and the cultures that support them.

The first innovation opportunity Stephen Shapiro spotted was the opportunity to innovate within his own life. Halfway through his 15-year tenure at Accenture, while leading the company’s business process reengineering practice, he realized he no longer wanted to be responsible for people losing their jobs. So he did exactly the opposite by building Accenture’s thriving 20,000-person process and innovation practice focused on growth and job creation.

In 2001, after publishing his first book, 24/7 Innovation, Stephen left Accenture to become a full-time innovation speaker and advisor to clients around the world. Since then he has published four more books and spoken to audiences in 50 different countries. Today, Stephen continues to focus on transforming the way businesses like 3M, P&G, Marriott, Nike, and Microsoft improve innovation practices.



The Culture Equation: Power Your Strategy and Accelerate Performance

Jessica Kriegel, Workplace Culture Expert

Wednesday, November 16, 8:30 - 10:00am

Have you been operating in an “accidental culture” rather than an intentionally crafted one? Are you looking to get more out of your team but aren’t sure how? Dr. Jessica Kriegel’s Culture Equation demystifies the “woo” of culture, breaking down the variables of an intentional culture to help leaders realize sustainable engagement and excellence. Leave this keynote with a new perspective on managing and championing cultural transformation (it’s entirely possible and even simple!), steps for cultivating an intentional culture that powers your business strategy and accelerates performance, and both a roadmap and the motivation to become a champion of The Culture Equation

About the Speaker

For more than 15 years, Dr. Jessica Kriegel has been guiding global, national, Fortune 100, and other organizations across finance, technology, real estate, and healthcare industries on how to create intentional cultures that accelerate performance.

After she got her MBA and became a global consultant for a human capital management solutions provider, Jessica consistently saw highly stressed leaders failing to deliver against lofty financial goals. She knew that if these leaders could transform their cultures, performance and profitability would follow. But, because the culture is often viewed as ‘woo’ and intangible, these leaders didn’t know where to begin. So, Jessica set out on a personal mission to quantify culture.

Her doctoral research and consulting engagements with Oracle, Toyota, Lockheed Martin, and the Federal Reserve led to the Culture Equation, a tested model that empowers your people to deliver consistent results. Today, Jessica applies data-driven insights to dismantle the chaos of poor morale, low performance, and missed financial goals. Leaders lean on her to ask questions that their internal resources may be too afraid or unaware to ask and get the results they need.



The Hidden (Yet Avoidable) Costs of IT

Chris Savio, Director of Product Marketing at GoTo

Wednesday, November 16, 8:30 - 10:00am

Over the past few years, IT has started to move away from being perceived as “just” a cost center to an essential business group requiring steady investment. However, despite this perception shift, dollars and resources still need to be reviewed, managed, and ultimately optimized to get the most out of what you have.

Join this session as we discuss missteps and blind spots of the IT and help desk ecosystems and what they are potentially costing you. Topics we’ll cover include:

  • Consolidation’s impact on dollars and resources
  • Legacy support solutions and productivity losses
  • Security breach impact

About the Speaker

With a diverse career background from consulting to product management, Chris helps shape product direction; and supports the development and implementation of the go-to-market plans for customers- and employee-facing engagement and support offerings. He’s passionate about using customer-centric research and insights to help push forward strategic decisions and product innovations.