Archive for category: PASSED EVENTS

How do you stay relevant in an ever changing world where digital takes over? Is there still room for personal experiences and relations? How do you manage these experiences at scale? And how do you grow your business from there? During this keynote, Tom talks about his endavours at different organizations, small and large, on their challenges in becoming more customer centric. From finding new digital business models and assessing their impact, to defining a working customer experience methodology at scale. Get ready to discover the road beyond digital commerce, towards true customer-driven digital services and business.

Speaker: Tom Devos

Tom Devos (34) is a tech entrepreneur and digital experience architect. He is passionate about guiding organizations towards a human-friendly organizational culture, managing the end-to-end digital experience across all products, services and touch points.

In the last few years, Tom has guided some exciting organisations in their digital experience transformation such as Baloise, Selecta, Sereni, Pelican Rouge, Elaisa Energetic Wellness, …

In all his endeavours, Tom carries a mission to use digital for good, to leave a tiny positive impact towards a more sustainable society.

Growing numbers of companies are coming to recognize the benefits of managing customer experience:
higher revenues, lower costs, and stronger employee and customer loyalty. Also within the field of
Service Management the focus is shifting from SLA’s towards more end-user experience oriented
objectives. Our IT organisations are confronted with the question of how relevant their current SLA
metrics are in driving improved customer satisfaction and service experience. Key to this topic are
Experience Level Agreements, standing for Experience Level Agreements. Although the word may sound
familiar to you, the concept of Experience Level Agreement also raises a lot of questions: What’s an
Experience Level Agreement? What is the difference with an SLA? How do you build an Experience Level
Agreement and how do you measure them?
In this practice-oriented webinar 2Grips shares his knowledge and experience with you. After a clear
definition of the Experience Level Agreement concept, we take a deep dive into a possible step-by-step
plan for building these Agreements. By using practical examples we will guide you on your way to
working with Experience Level Agreements.

Speaker: Danny Van Vosselen

itSMF Belgium is pleased to have attracted Daniel Breston.

He will provide insights on how measuring can support flow.

The topics addressed will be:

OKR: Outcome or Objective Key to Results

KPI: Key Performance Indicator

Confused on which to use? Do you need both?

Is the One Metric To Rule Them All (OMTRTA)?

How do you get a measure that turns the invisible into the visible?

The session will be short because Daniel will spend time answering questions and collaborating on metrics that matter. After all, all KEY measures should be agreed, not enforced.

Bio: Daniel Breston

In the early 1980s service marketing emerged as a separate field of study side by side with the development of ITIL. But for some reason the two never met. While service marketing focused on the consumer’s role in the service consumption processes and especially the encounter between the consumer and the service, ITIL was focusing on service provision and the service provider’s processes and practices. However, it is never too late to catch up. With the ITIL 4 Drive Stakeholder Value publication the two finally met and sweet music filled the heart. The publication combines the best of both worlds and provides practical guidance on how to co-create value through close engagement. Explore the customer journey step by step and get practical advise on how to:

–          Understand value propositions

–          Foster relationships and engage with stakeholders

–          Shape demand and design service offerings

–          Align and agree on expectations

–          Onboard customers and users

–          Co-create service experiences, and

–          Realize value

Also, engage in the discussion about to which degree these insights are relevant to internal IT organizations and how they relate to a decade where product orientation is king.

Biography: (pic attached) Christian F. Nissen has 35 years of experience in the IT domain, especially with IT service management, IT governance and Information Security. He is recognized as an international thought leader, author and lecturer, but also as an experienced and down-to-earth practitioner striving to make things happen in real life. He has a long proven track record from consulting of more than 150 of the largest private and public organizations in Denmark. He has contributed to the development of both ITIL® and COBIT® best practice, and most recent he is the lead author of the “ITIL® 4 Drive Stakeholder Value” publication.