The Digital IT Function for enhanced End User & Customer Experience

A talk by Dave D’Agostino and Kuldip Sandhu
Nexthink and Innovative Quality Solutions

12 October 2020, 10:00 AM

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About this talk

As we move into the restart of business around the globe and employees start coming back to work digital adoption along with social distancing will be the new normal. Technology is now being seen as just not an “enabler” but an essential “business driver” for digital transformation. Conversely, IT functions need to transform and align themselves with the digital business agenda and need to be empowered with the tools and techniques to support them to transform in these unprecedented times of change.

Please join Kuldip Sandhu (IQS) and David D’ Agostino (Nexthink) as they discuss what the new normal might look like and how a significant digital focus, with a reliance on technology, will be required to deliver on end user and customer expectations. They will discuss how the IT Function and IT professionals need to prepare, imbibe and to adopt the “new normal” and enable the IT function to mature so it can act as the business driver for digital transformation. They will focus on how to mature the IT department on the backdrop of efficiency, agility and innovation requirements to meet the needs of the business to become a “Business Partner”, driving change efficiently across the organisation with lower resources but also how to measure, monitor and enhance the end user employee and customer satisfaction.

The webinar will cover the following:

  1. Introduction of an IT maturity model that allows the IT Function to go on an IT Transformation journey for change centred on consolidation, standardisation, innovation and agility to achieve digital business outcomes

  2. Lessons learnt from Digital / IT / Agile Transformation programmes on how to make change stick

  3. Key factors that will enhance the agility and effectiveness of the IT Function in a challenging post Covid-19 environment

  4. Walkthrough the Nexthink product to demonstrate how to measure, monitor and enhance the end user and customer experience to deliver on key “business benefits” by bringing in more innovative approaches by service delivery, efficiency gains and turn around times

  5. How to transform the “IT team” into adapting to the ‘new normal’ with a proactive service delivery approach enhancing end user communication, productivity, motivation through automated communication channels

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