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Last year's programme

Great services are designed around three key elements: People, Processes, and Tools. From technology-focused panels to the latest ITSM trends: Wherever attendees felt they had the most room to grow, our 2021 programme had it 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.

Last year's timetable

13:30 — 14:00 CEST

Speakers

Tooske Ragas

Pep Rosenfeld

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 hosts Tooske Ragas and Pep Rosenfeld.

Speakers

Karine Cardona- Smits

 

Session

Karine's Report

Karine’s Report

In her hourly 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

After Table Talk (Tool)

After Table Talk (People)

After Keynote Duncan Wardle (Process)

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

After Table Talk (Tool)

After Table Talk (People)

After Keynote Duncan Wardle (Process)

14:00 — 14:20 CEST

Speakers

Hannah Fry

 

Session

Keynote (Tool)

Keynote: Hannah Fry (Tool)

Humans are flawed, and so are machines. So, how do you create a partnership when the only language in common is numbers?
 
Mathematician Hannah Fry aims to uncover some of the hidden complexities in our own decision-making, as well as those of the systems we’ve built to automate us. Her talk explores the greatest ironies of automation and puts into perspective some of the hardest challenges facing the future.

14:25 — 14:40 CEST

Speakers

Arvind Ganga

Joep Weijers

Sumit De

Session

Table talk (Tool)

Table Talk (Tool)

Will AI really solve all of our problems? And how can automation contribute to customer happiness? 

Joining this Tool-focused table talk are TOPdesk experts Arvind Ganga (AI Expert), Joep Weijers (Developer Experience Engineer), and Sumit De (Head of UK Consultancy).

Speakers

Karine Cardona- Smits

 

Session

Karine's Report

Karine’s Report

Our guest speaker, Forrester Senior Analyst Karine Cardona- Smits explains how we can use our understanding of behavioural science to design better services for customers.

Speakers

Wolter Smit

Session

Wolter's Office

Wolter's Office

Our CEO and Founder Wolter Smit gets customer happiness insights from TOPdesk's Tool experts. 

15:00 — 15:20 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.

15:25 — 15:40 CEST

Speakers

Annemarie Wolfrat

Renske van der Heide

Gunnar Boer

Session

Table talk (People)

Table Talk (People)

How do you keep employees engaged and help them maximize their strengths? And how can focusing on diversity create a happier workforce as well as happier customers?

 

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.

Speakers

Karine Cardona- Smits

 

Session

Karine's Report

Karine’s Report

Our guest speaker, Forrester Senior Analyst Karine Cardona- Smits gives an insight into her biggest learnings from Forrester's Employee Experience Index. 

Speakers

Wolter Smit

Session

Wolter's Office

Wolter's Office

Our CEO and Founder Wolter Smit gets customer happiness tips from one of TOPdesk's People experts. 

16:00 — 16:35 CEST

Keynote: Duncan Wardle (Process)

Speakers

Duncan Wardle

Session

Keynote (Process)

How will organizations compete in the next decade? Simple. By leveraging the most impactful human traits that AI won’t be able to replicate (at least not for the foreseeable future): Creativity, Intuition, Curiosity, & Imagination. 

 

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.

Speakers

Karine Cardona- Smits

 

Session

Karine's Report

Karine’s Report

Our guest speaker, Forrester Senior Analyst Karine Cardona- Smits explains what "going the extra mile" really means within the context of service experiences. 

Speakers

Wolter Smit

Session

Wolter's Office

Wolter's Office

Our CEO and Founder Wolter Smit gets customer happiness insights from one of TOPdesk's Process experts. 

17:00 — 17:10 CEST

Speakers

Wolter Smit

 

Speakers

Keynote

Closing talk: Wolter Smit

How can your organization combine People, Process, and Tool to create customer happiness, enable opportunities, and elevate lives? 

Our CEO and Founder Wolter Smit shares insights from over 25 years of experience in the field of service management. 

17:10 — 17:30 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!

 
 
 
 

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