Programme
Great services are designed around three key elements: People, Processes, and Tools. From technology-focused panels to the latest ITSM trends: Wherever feel you have the most room to grow, we’ve got you covered.
Tracks
People
It's the people within an organization who really make the difference. Find out how to help your team outperform on service delivery and build services that bring people real value.
Process
Whatever your business objectives, you need the right steps to help you get there. Discover processes that help your team get creative and work smarter towards your goals.
Tool
Innovation is no longer optional. It’s essential. But which tech trends will stand the test of time? And how do you make them work for your business? It's time to find out.
Timetable
13:30 — 13:45 CEST
Speakers
Tooske Ragas
Session
Opening show
Opening show
Lights, camera, action! Let's kick off TOPdesk SEE 2021 with some showstopping live entertainment and a welcome from our host Tooske Ragas.
13:45 — 13:55 CEST
Speakers
Karine Cardona- Smits
Session
Karine's Weather Report
Karine’s Weather Report
In her hourly weather report, guest speaker, Forrester Senior Analyst and service design expert Karine Cardona-Smits shares her secrets to customer happiness for the pillars of People, Process, and Tool. First up: Karine's CX highlights of 2020.
Session times
14:45 - 14:50
15:45 - 15:50
16:45 - 16:50
13:45 — 13:55 CEST
Speakers
Wolter Smit
Session
Wolter's Office
Wolter's Office
In this hourly session, TOPdesk CEO and founder Wolter Smit brings in TOPdesk experts from various different specialisms to discuss what it takes to build an ITSM ecosystem that fits your customer.
Session times
14:50 - 14:55
15:50 - 15:55
16:50 - 16:55
14:00 — 14:30 CEST
Speakers
Hannah Fry
Session
Keynote (Tool)
Keynote: Hannah Fry (Tool)
What can modern technology like Artificial Intelligence tell us about who we are as human beings? And how can we use it to our advantage?
Mathematician Hannah Fry examines both the benefits and the potential pitfalls of living in a modern world where algorithms tell us what to do, sometimes without us even noticing.
14:30 — 14:45 CEST
Speakers
Arvind Ganga
Joep Wijers
Sumit De
Session
Table talk (Tool)
Table Talk (Tool)
Which tech trends will stand the test of time? And how do you ensure that your digital transformation actually brings value to your customers?
Joining this tool-focused table talk are TOPdesk experts Arvind Ganga (AI Expert), Joep Wijers (Developer Experience Engineer), and Sumit De (Head of UK Consultancy).
14:45 — 14:50 CEST
Karine’s Weather Report
Our guest speaker, Forrester Senior Analyst Karine Cardona- Smits explains how we can use our understanding of the behavioural sciences to design better services for customers.
14:50 — 14:55 CEST
Wolter's Office
TBC
15:00 - 15:30 CEST
Speakers
Jitske Kramer
Session
Keynote (People)
Keynote: Jitske Kramer (People)
Your customer base is made up of diverse individuals. So why should your team look any different?
Corporate Anthropologist Jitske Kramer draws upon her experience in the world of organization and leadership to explain why groups made up of individuals from a variety of backgrounds often collaborate the best. And, crucially, why they have an advantage when it comes to exceeding customer expectations.
15:30 — 15:45 CEST
Speakers
Annemarie Wolfrat
Renske van der Heide
Gunnar Boer
Session
Table talk (People)
Table Talk (People)
How do you keep employees engaged, help them maximize their strengths, and guide them through organizational change?
Joining this people-focused table talk are Annemarie Wolfrat (Agile Transition Coach), Renske van der Heide (Happy Workplace Evangelist) and Gunnar Boer (Account Manager) from TOPdesk.
15:45 — 15:50 CEST
Karine’s Weather Report
Our guest speaker, Forrester Senior Analyst Karine Cardona- Smits explains how we can use our understanding of the behavioural sciences to design better services for customers.
14:50 — 14:55 CEST
Wolter's Office
TBC
16:00 — 16:30 (CEST)
Keynote: Duncan Wardle (Process)
Speakers
Duncan Wardle
Session
Keynote (Process)
To stand out in this fast-changing world, you need two things: creativity and the ability to adapt.
Duncan Wardle, former Head of Innovation & Creativity at Disney, reveals the key ingredients behind creative thinking that can allow anyone to stay ahead of the game and build experiences that "wow" customers, every time.
16:30 — 16:45 CEST
Speakers
Duncan Wardle
Session
Q&A
Q&A: Duncan Wardle (Process)
Want tips and tricks from an innovation expert to help you upgrade your service delivery?
Now is your chance! Disney's former Head of Innovation & Creativity will be taking live questions from the audience.
16:45 — 16:50 CEST
Karine’s Weather Report
Our guest speaker, Forrester Senior Analyst Karine Cardona- Smits explains how we can use our understanding of the behavioural sciences to design better services for customers.
16:50 — 16:55 CEST
Wolter's Office
TBC
17:00 — 17:20 CEST
Speakers
Wolter Smit
Speakers
Keynote
Keynote: Wolter Smit
How did TOPdesk go from a simple ticketing tool to the guides to service excellence for over 4500 organizations worldwide? And what's next for the organization?
Our CEO and Founder Wolter Smit shares the TOPdesk story.
17:20 — 17:40 CEST
Speakers
Chris Turner
Session
Closing show
Closing show
Let's "rap up" the show with some live entertainment from Comedian and Freestyle Rapper, Chris Turner!
Ready to join the conversation?
Secure your spot now to join thousands of other service professionals at TOPdesk SEE 2021
