ROUND TABLE AGILE SERVICE MGMT

ABOUT THE EVENT

WHEN

19:00, 26 SEPTEMBER, 2019

WHERE

UDPATED – CTG BELGIUM, DIEGEM

IN PREPARATION OF THIS SESSION, WE STARTED WITH THE PREMISE: “BEING AN AGILE ORGANISATION IS GOOD, BEING AN AGILE SERVICE ORGANISATION IS BETTER.”
THIS RAISED MANY QUESTIONS. HERE ARE A FEW:
WHAT IS THE IMPACT OF DRIVING AGILITY FROM A SERVICE PERSPECTIVE INSTEAD OF A DEVELOPMENT PERSPECTIVE? HOW CAN YOU COMBINE CONTROL AND FLOW IN AN AGILE SERVICE ORGANISATION? CAN SILOS EXIST IN SUCH AN ORGANISATION? WHO DEFINES THE PACE? WHO CREATES THE VALUE? WHAT IS NEEDED TO GET THERE?

AFTER THIS INTRODUCTION, WE WILL SPLIT UP THE ATTENDEES IN SMALLER TEAMS. WITH THESE SMALLER ROUND-TABLE SESSIONS, WE WILL FACILITATE THE DISCUSSION AND EXPERIENCE SHARING ON AGILE SERVICE MANAGEMENT. WHAT IS YOUR TAKE ON AGILE SERVICE MANAGEMENT? WHAT WORKS? WHAT NOT? HOW DID YOU OVERCOME OBSTACLES? ALL THESE LESSONS LEARNED ARE MADE AVAILABLE FOR THE ATTENDING AUDIENCE AFTERWARDS.

THIS WILL BE A HIGHLY INTERACTIVE SESSION, WITH A BIG OPPORTUNITY TO LEARN FROM EACH OTHER.
THE ITSMF LOOKS FORWARDS MEETING YOU. 

LINK TO THE PRESENTATION OF THE SPEAKER

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CUSTOMER JOURNEY

ABOUT THE EVENT

WHEN

19:00, 24 OCTOBER, 2019

WHERE

EMS, BRUSSELS, BELGIUM

WHY DO WE HEAR SO MUCH ABOUT “CUSTOMER JOURNEYS”?

MORE IMPORTANTLY, WHAT CAN WE DO WITH IT?

FROM A PRACTICAL POINT OF VIEW, HOW CAN WE BUILD A CUSTOMER JOURNEY USING CUSTOMER EMOTIONS AND TOUCHPOINTS?

AN ENTIRE ECOSYSTEM REVOLVES AROUND CUSTOMER JOURNEYS TO BETTER UNDERSTAND CUSTOMER AS WELL AS USER AND EMPLOYEE EXPERIENCE. HAVING A CLEAR VIEW OF HOW PEOPLE FEEL AND REACT GIVES YOU A REAL ADVANTAGE TO ADDRESS CHANGES AND KNOW WHICH DIRECTION TO TAKE TO MAKE YOUR BUSINESS GROW.

LET’S GET AWAY FROM OPERATIONAL AND FOCUS ON HUMAN BEINGS FOR THE TIME OF THIS EVENT….

WELCOME TO THE JOURNEY!

DELPHINE IS A YOUNG WOMAN CERTIFIED IN CUSTOMER EXPERIENCE MANAGEMENT.
SHE HAS MADE CUSTOMER, USER AND EMPLOYEE EXPERIENCE HER CAREER LEITMOTIV.
FOR THE PAST FIVE YEARS, SHE HAS BEEN INTRODUCING BEST PRACTICES IN DIFFERENT COMPANIES, OPENING MINDS TO ALTERNATIVE WAYS TO MAKE CUSTOMERS, USERS AND EMPLOYEES HAPPY TO DRIVE BUSINESS RESULTS.

AS A CERTIFIED CUSTOMER IMMERSION EXPERIENCE INSTRUCTOR FOR MICROSOFT OFFICE 365, SHE IS ALSO A BIG FAN OF “NEW WAYS OF WORKING

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