Thriving Digital Experiences, a story about the impact of digital customer experience 24/01/2023 @18:00

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.

REGISTER HERE

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.

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Minimalist Project Management Conference – Friday 28/10, starting at 09:00

MEMBERS ONLY OFFERING

P3.express conference in Belgium
Our sponsor Van Haren provides us to the Minimalist Project Management Conference. Both
national and international project management experts will speak about the increasing complexity
of projects and project management methods and how project managers can deal with this.
A serious line-up of speakers will provide you with the latest Project Management insights.
More information can be found here:

https://p3.express/announcements/p3.express-conference-in-belgium/

Some details:
When : 28/10, starting at 09:00.
Where : Leuven
Registration : check out the website. Normal price is €65.

OFFERING thanks to Van Haren: 10 first itSMF members who email us (eddy at itsmf.be) , get their ticket for FREE.

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Presentation – TO OMTRTA OR NOT TO OMTRTA, THAT IS THE QUESTION – 29/09 by Daniel Breston

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Get to grips with Experience Level Agreements- Thursday 17/11 @ 18:00 CET

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

Danny Van Vosselen
Danny Van Vosselen is the CEO and co-founder of 2Grips, a Belgian-Dutch company specialised in
Service Management. He started his career 30 years ago in various roles before becoming self-employed
in his specialisation of IT service management in 2006. After a few years and name changes, 2Grips was
born.
As a consultant, Danny has assisted both large and small private companies, public authorities and
educational institutions like the Province of East-Flanders and the University of Hasselt. Characteristic of
his approach is his strong focus on the human factor and his attention to attitudes, behaviour and
culture. Don’t hesitate to contact him for a good chat about his passion for service management.
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MarsLander game – Tuesday 18/10 14:00

Do you want to experience how to introduce flow into this adventure? Organisational flow?

REGISTER HERE

Subscribe and experience yourself how to make it work as a team, supervised by none other than Paul Wilkinson.

Experience being agile!

This ONSITE event will be hosted at our Silver Sponsor CTG Belgium.

Place to be : Culliganlaan 1D Diegem on the 3rd floor.

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To OMTRTA or not to OMTRTA, that is the question? – Thursday 29/09 @ 18:00 CET

REGISTER HERE

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

After 50 years of being or managing every conceivable role in IT, including CIO, he is heading towards retirement (his way of doing things). Daniel now facilitates challenging discussions and workshops for teams that want to benefit from technology methods (Shiny New Things) and needs a way to begin that journey. Daniel is also on the board of itSMFUK, [itsmfuk.site-ym.com] helping others share their stories.

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Presentation – ITIL 4 DRIVE STAKEHOLDER VALUE – WHEN SERVICE MARKETING FINALLY MET ITIL – 25/05 by Christian Nissen

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Recording – ITIL 4 DRIVE STAKEHOLDER VALUE – WHEN SERVICE MARKETING FINALLY MET ITIL – 25/05 by Christian Nissen

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