Name: ArchITects of customer delight
Start: 2021-07-19T07:34:00Z
End: 2021-07-19T07:34:55.000Z
Location: BrightTALK
Rating: 0

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user by providing cloud-based tools for customer relationship management (CRM) and IT service management (ITSM)

Business in 2024 demands a significant shift in the ITSM landscape, as Artificial Intelligence (AI) plays a pivotal role in transforming workplaces. With the emergence of generative AI, enhancing employee experiences has become more critical than ever. As workforce boundaries are redrawn, business users are increasingly expecting chief information officers (CIOs) and their IT departments to demonstrate a clear return on investment (ROI). To meet these demands, IT leaders must select the right AI tools, ensuring that they avoid unnecessary technology expenditures while balancing organizational efficiency and productivity.

CIOs have the opportunity to position themselves as strategic forces within their organizations by improving IT service management (ITSM)—the processes, policies, and procedures that guide how IT resources and services are designed, managed, and delivered. However, a May 2024 survey by Harvard Business Review Analytic Services revealed a concerning trend: only 22% of respondents reported that their organizations provide ITSM in a very effective manner.

Join us for an in-depth discussion on the transformative promise of AI in ITSM.

Here’s what you can expect to learn:

● The power of AI in enhancing employee experiences
● Challenges in implementing generative AI 
● Best practices in implementing generative AI

Bonus: Get a complimentary copy of “The Service Management Advantage: Helping CIOs Turn IT into a Strategic Powerhouse” report.

Leveraging AI & ITSM for Strategic Advantage

As workforce dynamics shift, CIOs face growing pressure to deliver exceptional employee experiences while driving digital transformation and business success.  

However, there is a stark dichotomy. A 2024 global survey by Harvard Business Review Analytic Services reveals that while 80% of IT decision-makers believe improving ITSM would enhance employee satisfaction, only 22% believe their organizations provide ITSM in a very effective manner. 

The solution lies in going back to the basics - reducing complexities, dismantling silos, modernizing ITSM, and aligning it closely with business goals. 

Join this virtual session to explore how CIOs can elevate ITSM to drive innovation, featuring insights from the Harvard Business Review Analytic Services report. 

Hear from a CIO's perspective, gain actionable insights from global benchmarks, and discover how AI is shaping the future of service management. 

Whether you're an IT manager, senior executive, or industry enthusiast, this session will equip you with valuable perspectives for the road ahead: 
- Simplify IT service management: Discover how a modern AI-driven approach to service management can streamline processes and improve efficiency. 
- Overcome digital transformation challenges: Learn how CIOs tackle rising IT complexity while driving rapid innovation with effective strategies. 
- Harness AI for ITSM: Discover key areas for AI-driven improvements with real-world success stories.

The Service Management Advantage: Helping CIOs Turn IT into a Strategic Powerhouse

Business in 2024 calls for a shift in the ITSM landscape, with the mainstream role of Artificial Intelligence (AI) in transforming workplaces. AI and its cutting-edge fact, generative AI bring to the forefront the importance of enhancing employee experiences, and ways to achieve it. It is also important for IT leaders to choose the right AI tools to avoid unnecessary tech spends while balancing organizational efficiency and productivity.

Join us for an in-depth discussion on the promise AI holds in ITSM, especially in transforming employee experiences, its challenges and how Freshworks is at the forefront of this AI revolution.

Here’s what you can expect to learn::

● The power of AI in enhancing employee experiences
● Facets of AI, with a special focus on generative AI
● Challenges in implementing generative AI
● Freshworks at the forefront of the AI revolution and its role in enhancing employee experiences through Freshservice and Freddy AI
● Best practices in implementing generative AI

Leveraging AI in the Evolving and Transformative ITSM Landscape

With the ever-changing landscape of emerging technologies and rising employee expectations, how do you balance continuously elevating service experiences with optimizing costs and future-proofing?

As IT teams across the globe are tasked with the challenge of doing more with less, GenAI has emerged as the undeniable force multiplier --- but not without its share of skepticism and concerns. Join Freshworks to delve deeper into GenAI’s potential, misconceptions, and the strategic vision required to build higher-performing teams.

Transform Service Management with Gen AI for Exceptional Employee Experiences

Discover cutting-edge insights from trusted industry experts

Our featured guest speaker, Forrester principal analyst and industry veteran Julie Mohr, will dive into current market trends. Former Gartner analyst Kenneth Gonzalez will demonstrate how AI is revolutionizing service and support. 

Topics will cover:
The ever-evolving IT landscape as industry leaders illuminate prevailing trends, discuss executive concerns, and reveal emerging opportunities. 

A deep dive into the transformative power of AI as our panel delves beyond the hype, providing actionable insights for successful implementation in your organization.

How organizations are using Freshservice, our flagship IT solution, to reimagine ITSM in the AI era.

Don't miss this chance for an expert-led look into the future of IT.

Revolutionizing Service and Support: Exploring Possibilities of Generative AI

Leveraging AI in the evolving and transformative ITSM landscape

93% of healthcare IT leaders are aiming to achieve a better patient experience as their top desired outcome of their digital transformation (DX) efforts. However, significant challenges inhibit DX programs from getting off the ground. 

Join us in this webinar, “The Transformative Power of ITSM in Healthcare,” to learn how Freshworks and AWS improves clinician efficiency and elevates patient experience in healthcare organizations. This session features: Jeffrey Wood, Deputy Director ICT, Chris Suter, BDM (UK Healthcare) AWS, and Subhashree Veeraraghavan, Product & Growth, Freshworks.

The Transformative Power of ITSM in Healthcare

This ITSM Masterclass featuring Mukesh Mirchandani, SVP Global Solution Engg. Freshworks, and Chandra Sekhar Chappa Sr. BDM & Service Management Specialist, AWS, explains how your organization can do intelligent service management better. 

This session will cover:
• The top challenges CIOs face in IT management
• How AI and intelligent automation are transforming IT management
• Best practices for a smooth ITSM implementation
• How to measure the impact and ROI of your ITSM initiatives

Watch now to learn how to master ITSM!

Unlocking ITSM Excellence: Strategies for intelligent service management

Change in the way we work and the increasing velocity of operations combines with the availability of artificial intelligence to create new opportunities for operational efficiency and service delivery. Organizations who embrace these changes have better outcomes. Freshworks Freshservice is a new, validated approach to enhancing service delivery.

Leveraging AI and Automation for measurably better service delivery

In today's data-driven business landscape, organizations must harness the power of data to make informed decisions and drive growth. Dashboarding and reporting tools play a pivotal role in transforming raw data into actionable insights. When it comes to IT service management, automating data collection to provide real-time insights into critical ITSM metrics, service performance, and customer satisfaction is key to achieving business goals.

Join our expert Dennis Wahome from Freshworks Inc. to discover how to elevate your ITSM practices with the power of Freshservice analytics and the effective utilization of dashboarding and reporting tools.

Key takeaways from the session:

1. Learn best practices for creating visually compelling dashboards that provide real-time insights
2. Understand how you can leverage Freshservice analytics to gain deep visibility into your service desk operations
3. Gain a holistic understanding of integrating data from various ITSM sources to drive informed decision-making

Data-Driven Success: Unlocking Data Insights for Effective Decision-Making

In today's fast-paced world, IT and technology are expected to deliver more amidst a lack of resources.
Prepare your IT and technology to compete fairly in this environment. We'll show you how Freshservice can empower your service teams to provide more value, increase efficiency, and drive down our costs at the same time.

Key takeaways:
1) How to enhance the vital components of your service delivery lifecycle with the extensive range of capabilities available on Freshservice
2) The importance of 24x7 customer support via. the Freshservice Assistive AI
3) Freshservice has an intuitive workflow design and ITOM capabilities to enable the intelligent automation of your business needs

How to deliver more value with Freshservice in 2023 | Glen Dimplex Case Study

IT leaders are placing significant emphasis on digital transformation to overcome economic downturns and recessionary challenges. This is accompanied by the increasing demand from end-users for consumer-grade experiences in terms of quicker responses and services delivered through modern technology channels - anywhere, anytime. How do IT leaders effectively prioritize digital transformation and protect the organization from the fluctuations of the global market while achieving fast time-to-value? With a right-sized IT service management (ITSM) solution powered by intelligent technology such as AI and ML, businesses can ensure success and maximize their return on investment.

Key takeaways from the session:

● Three challenges of the future that AI and Automation can solve
● Supercharging your ITSM platform with intelligent tools
● Delivering consistent, measurable value using AI and automation technologies

Improve business outcomes with intelligent automation and AITSM

Organizations drive digital transformation by focusing on elevating employee experience and scaling services across the enterprise efficiently. At the same time, they want to lower their TCO, deliver value and deliver it fast. Can organizations achieve fast time-to-value with the challenges they face today?

Join Jayraj Ravichandran, Principal - Solution Engineering at Freshworks Inc, as he speaks about the ways in which businesses can deliver value from service management solutions. 

Key takeaways from this webinar include: 

1. Focus areas for ITSM
2. Delivering modern employee experiences through intelligent tools 
3. Managing control and visibility over SaaS portfolios
4. Automating service delivery to scale services efficiently

How a right sized ITSM tool can accelerate time-to-value - Product Walkthrough

Your customer service needs your help. Stressed by high service load, they’re looking at you, the IT leader to leverage technology to create service experiences that build loyalty and drive revenue growth. In this webinar featuring Forrester, we share insights on the IT leader's role in:

1. Leveraging technology to increase customer delight and reduce service load
2. Improving the resilience and agility of customer service operations
3. Ensuring continual innovation in the customer experience

Presented by:
Matthew Guarini, VP & Sr. Research Director, Forrester
Mukesh Mirchandani, VP of Global Field Solution Engineering, Freshworks

ArchITects of customer delight

Artificial Intelligence

Machine Learning

Help Desk

IT as a Service

Customer Engagement

Customer Experience

delightful customers

Are you an IT service management professional interested in developing your knowledge and improving your job performance? Join the IT service management community to access the latest updates from industry experts. Learn and share insights related to IT service management (ITSM) including topics such as the service desk, service catalog, problem and incident management, ITIL v4 and more. Engage with industry experts on current best practices and participate in active discussions that address the needs and challenges of the ITSM community.

IT Service Management

The IT project management community on BrightTALK includes thousands of IT project and portfolio management professionals. Find relevant webinars and videos on agile methodologies, scrum strategy, project management processes and more. Attend live webinars or view on demand content presented by recognized thought leaders in the IT project management industry.

IT Project Management

Get powerful help desk and support insights from influential experts. Connect with thought leaders and colleagues to get the most up-to-date knowledge on the help desk and support strategies that effect business value and growth.

Help Desk and Support

As an IT professional, many of the problems you face are multifaceted, complex and don’t lend themselves to simple solutions. The information technology community features useful and free information technology resources. Join to browse thousands of videos and webinars on ITIL best practices, IT security strategy and more presented by leading CTOs, CIOs and other technology experts.

Information Technology

The inside sales community on BrightTALK is made up of thousands of engaged inside sales professionals. Learn best practices for teleprospecting and lead qualification as well as advice for implementing sales prospecting tools. Join the discussion by attending on-demand and live inside sales webinars and round tables.

Inside Sales

The sales management community on BrightTALK is made up of thousands of sales management professionals. Learn about sales training ideas and techniques while improving pipeline development strategies. Join the conversation by participating in live sales development and management webinars and round tables.

Sales Strategy

Get powerful insights on how to best serve today's customers. If you want to create a successful customer experience today, you will have to appeal to the need for “alone together” time. Millennials, Gen X, Boomers or Silent Generation all look for shared but individual experiences.

The sales community on BrightTALK brings together thousands of engaged sales professionals. Learn about careers in IT sales and marketing, sales techniques and selling strategies. Join the discussion by participating in on-demand and live sales webinars and summits with leaders in the sales industry.

Sales

Get powerful finance management insights for your business. Connect with experts and colleagues to get the most up-to-date knowledge that will help you to determine which financial factors build or erode value in your organization.

CFO Strategy

The accounting and finance community on BrightTALK features presentations from leading accountants and finance professionals. The accounting community includes tax planning strategies, QuickBooks webinars and other accounting webinars, while the finance community features presentations on financial capital regulations and forensic data analytics. Join the conversation by attending live financial and accounting presentations and connecting with industry thought leaders.

Finance

Get powerful insights to run your business. CEOs, CFOs, CMOs, COOs, CTOs and CIOs are among the leaders in this community who connect with peers and experts to grow their businesses.

CxO Strategy

In the business management community, commercial experts will be sharing webinars and videos on an array of subjects. From sales and marketing, to finance, productivity and growth, this content will help you stay up-to-date with the current economic environment and provide timely management insight to drive business growth.

ArchITects of customer delight

Presented by

About this talk

More from this channel