Sessions recorded LIVE at the Omni Orlando Resort at Champions Gate\u2022 October 15-17, 2018 \u2022 Orlando, Florida USA<\/p>\n
GENERAL SESSIONS<\/p>\n
\u2022 Technology Trends and Disruptive Innovation (Patrick Schwerdtfeger) \u00a9 2018 All Rights Reserved
\n\u2022 Strategic Maximizer; facilitated by: (Roy Atkinson, David Cannon and Anthony Orr) \u00a9 2018 All Rights Reserved
\n\u2022 How Target Made Tech Simpler, Better and Faster for its “Guests” and Team (Tom Kadlec) The Value of Modernizing Service Management (Chuck Darst) \u00a9 2018 All Rights Reserved
\n\u2022 Talent Strategy in the Digital Age (Steve Cadigan) \u00a9 2018 All Rights Reserved
\n\u2022 Leading Through Change (Robyn Benincasa) \u00a9 2018 All Rights Reserved<\/p>\n
CONCURRENT SESSIONS<\/p>\n
\u2022 The Hive: World-Class Service Management\u2026Without Any (Case Study) (Candace Dunwoodie)
\n\u2022 Accelerating Service Management (Donna Knapp)
\n\u2022 An Epic Adventure of Global Service Management Platform Consolidation (Case Study) (Todd Putnam)
\n\u2022 Stranger in a Strange Land: The World Beyond (Case Study) (David Mainville)
\n\u2022 Digital Leadership for Humans (Barclay Rae)
\n\u2022 Zero Strategy: Disruption Through Reduction (Julie Mohr)
\n\u2022 How Target Reimagined Service Management (Case Study) (Troy Collings, Thierry Fernaine)
\n\u2022 Enterprise Service Management: The State Of The Industry (Charles Betz)
\n\u2022 How Financial Management Made IT Valuable Again at U. of Texas, Dallas (Case Study) (Shannon Cepica)
\n\u2022 Up Your ITSM Game: Organizational Strategy and Complex Adaptive Systems (James Finister)
\n\u2022 Using Data, Knowledge, and Analytics to Make Better Business Decisions: The First American Corp. Experience (Case Study) (Mary Cruse)
\n\u2022 Couples Therapy for DevOps and ITIL (Jayne Groll)
\n\u2022 All Aboard the Service Management Bus: The Education of Gwinnett County Public Schools (Case Study) (Sandra Choates, Theresa Moore)
\n\u2022 Making Sense of the Latest Approaches and Methodologies (Panel) (\tDavid Cannon, Jayne Groll, Akshay Anand, Doug Tedder, Diana Tullio)
\n\u2022 Making Quality Metrics Actionable for Bottom-Line Impact (Rae Ann Bruno)
\n\u2022 Omnichannel Support: Service Delivery Everywhere (Case Study) (Marie DiRuzza, Chris Chagnon)
\n\u2022 It\u2019s Not Rocket Surgery: Top CX Tips from a UX Pro (Danielle Renaud)
\n\u2022 Building a Center of Excellence: The Emory Healthcare Success Journey! (Case Study) (Jeffrey Rumburg)
\n\u2022 From Project To Product \u2013 The Thinking Behind theNext IT Transformation (Case Study) (Dr. Mik Kersten, Alan Nance)
\n\u2022 ENCORE: How Target Reimagined Service Management (Case Study) (Troy Collings, Thierry Fernaine)
\n\u2022 The Internal IT Startup – A Guide to Building\/Rebuilding IT Services (Case Study) (Sam Miller)
\n\u2022 The Power of Interactive Listening in Business Success (Lou Hunnebeck)
\n\u2022 Digital Transformation Means Losing Control: Can You Handle It? (Doug Tedder)
\n\u2022 Creating a One-Stop Shop for Restaurant Support at Chick-fil-A (Case Study) (Tony Letts, Joni Per-Lee)
\n\u2022 Sadding Value Across the Enterprise: Shipshape Service Management at Newport News Shipbuilding (Case Study) (Rick Clabbers)
\n\u2022 The Target Journey: Lessons Learned for Your World (Panel) (Case Study) (Tom Kadlec, Troy Collings)
\n\u2022 Connecting All Your Dots: Creating Your Service Management Operating Model (Randy Steinberg)
\n\u2022 SM + Design Thinking = Solved Business Problems \u2013 A Forrester Workshop (Chris Gallacher, Rudy Seber)
\n\u2022 Objects in the Mirror May Be Closer Than They Appear: A Road Trip on the AI Highway (Ian Aitchison)
\n\u2022 The Digital Skills Landscape in 2018 (Matthew Burrows)
\n\u2022 Bringing the Digital Experience to the Service Portal (Phyllis Drucker)
\n\u2022 Understanding and Influencing People for Organizational Change (Anthony Orr)
\n\u2022 Of Questionable Value: The Penn State OAR V*A*L*U*E Transformation (Case Study) (Cory Kite, Ken Wendle)
\n\u2022 Reinvigorating CX Through AI (Anurag Gurtu, Michael Norton, Muddu Sudhakar, Nitin Chopra)
\n\u2022 Implementing GDPR at Scale: Best Practices and Lessons Learned from Microsoft\u2019s Journey (Case Study) (Dr. Hongfei Guo)
\n\u2022 Service Management, Disrupted: From ITSM to ESM (Doug Rabold)
\n\u2022 Stop Being Unproductive: Embrace the Support Revolution (Peter Zeinoun, Brad Shafton)<\/p>\n","protected":false},"excerpt":{"rendered":"
Sessions recorded LIVE at the Omni Orlando Resort at Champions Gate\u2022 October 15-17, 2018 \u2022 Orlando, Florida USA GENERAL SESSIONS \u2022 Technology Trends and Disruptive Innovation (Patrick Schwerdtfeger) \u00a9 2018 All Rights Reserved \u2022 Strategic Maximizer; facilitated by: (Roy Atkinson, David Cannon and Anthony Orr) \u00a9 2018 All Rights Reserved \u2022 How Target Made Tech […]<\/p>\n","protected":false},"featured_media":452,"comment_status":"closed","ping_status":"closed","template":"","meta":[],"_links":{"self":[{"href":"https:\/\/www.professionalprograms.net\/bookstore\/wp-json\/wp\/v2\/product\/451"}],"collection":[{"href":"https:\/\/www.professionalprograms.net\/bookstore\/wp-json\/wp\/v2\/product"}],"about":[{"href":"https:\/\/www.professionalprograms.net\/bookstore\/wp-json\/wp\/v2\/types\/product"}],"replies":[{"embeddable":true,"href":"https:\/\/www.professionalprograms.net\/bookstore\/wp-json\/wp\/v2\/comments?post=451"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.professionalprograms.net\/bookstore\/wp-json\/wp\/v2\/media\/452"}],"wp:attachment":[{"href":"https:\/\/www.professionalprograms.net\/bookstore\/wp-json\/wp\/v2\/media?parent=451"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}