November 30 - December 1, 2020
Virtual Online Event
This event occurs in the Eastern Time (ET) Zone for US and Canada.
Keeping Pace: Rapid Transformations in a Digital World
Day 1 Keynote: November 30, 2020
Keynote Speaker: Alex Benay
Keynote Description: What happens when every sector in the world is dealing with the fastest pace of change in history? That’s the question gripping senior leaders globally. Join Alex Benay as he outlines some of the shifts we’ve already seen in the current data economy and what to expect in the future.
Ambidextrous Service Design: How to see what else is possible
Day 2 Keynote: December 1, 2020
Keynote Speaker: Dr. Michael Rosemann
Keynote Description: The dominating focus of our service management and governance practice is focused on protecting the core and addressing identified risks and problems. This materializes in our attention to pain points, operational efficiency and the narrative of a sense of urgency. However, organisations do not capitalize on today’s opportunity-rich environment, if they just exploit their current operating model. An explorative view and a sense of ambition needs to complement strategies and actions to ensure a revenue-resilient organisation. This 60 minute keynote will introduce the notion of ambidextrous service design and a number of operational techniques helping service designers in identifying ‘what else is possible’. These design patterns trigger pathways to new customer experiences and business opportunities, in particular in those cases where customer insights are no longer sufficient. Various case studies will exemplify how these techniques have been used in practice and unlocked new revenue potential.
Feedback from UK-IRM Keynote, London 26 October 2019