Speaker TOPdesk SEE
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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

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