Turning experience into action: ​Common improvement areas as told by millions of people!

What if your next ITSM improvement wasn’t based on assumptions, but on the lived experience of millions of employees? In this session, we’ll reveal the three most common friction points across global IT organizations, drawn from millions of experience data points. You’ll see where service desks consistently lose productivity and satisfaction, and how leading brands have turned those insights into measurable wins.
We’ll go beyond theory with real-world examples from enterprise customers who used experience data to:
1. Understand where and why your users are frustrated
2. Reduce ticket reassignments and speed up resolution
3. Recognize automation opportunities and let humans handle those tasks that actually need human touch

Expect practical guidance, proven frameworks, and actionable steps you can take immediately: whether you’re chasing XLAs, improving DEX, or simply trying to make ITSM work better for humans. Walk away with a clear playbook for prioritizing improvements that matter most.