Mastering AI & Automation for Seamless Support

10:30 - 10:35

Welcome from our host, Matt Beran

10:35 - 11:00 - Transforming America's Technological Landscape in 2025

Vishwinder Jamwal, VP Project Management & Business Development, Kluvor

This webinar explores the practical applications and transformative impact of artificial intelligence and automation across American industries in 2025. Based on comprehensive analysis of current market developments, we examine how AI has evolved from experimental technology to essential business infrastructure, reshaping everything from consumer interactions to enterprise operations.
The presentation demonstrates that we are witnessing not merely incremental technological progress, but a fundamental paradigm shift where AI agents actively solve problems rather than simply respond to queries. This transformation is supported by unprecedented infrastructure investments and breakthrough capabilities that are democratizing access to sophisticated automation tools.

11:00 - 11:20 - Session title to be confirmed

ManageEngine Speaker to be confirmed

Session to be confirmed

11:20 - 11:45 -AI Meets EQ: Automating Service Without Losing Human Connection

Dr. Josh Nelson, Head of Technology Experience, PowerDesign Inc.

AI is transforming service desks—but if we’re not careful, speed can come at the cost of connection.

In this session, Dr. Josh Nelson explores how to implement AI and automation in ways that enhance—not replace—the human touch. As service operations scale, the challenge isn’t just doing more with less. It’s doing better with intent.

You’ll learn how to build automation strategies that preserve emotional intelligence (EQ), personalize interactions at scale, and reinforce trust in every experience. Drawing from real-world insights, Josh will show how to identify where automation adds value—and where human connection still matters most.

Key takeaways:

• How to scale service without losing personalization or empathy
• Where to apply automation for real impact (and where not to)
• Balancing operational efficiency with emotional intelligence
• Building AI-driven workflows that feel intentional, responsive, and human

Walk away with a framework for delivering smart, scalable service—without sacrificing what makes it personal.

11:45 - 12:00 - Break

A quick break for snacks, before the programme resumes.

12:00 - 12:25 - Session title to be confirmed

Chris Kairinos, Senior Director, Global Client Services & Technology Operations, A+E Global Media

Session to be confirmed

12:25 - 12:45 - Session title to be confirmed

PeopleCert Speaker to be confirmed

Session to be confirmed

12:45 - 13:10 - How to Assess AI Readiness for Service Delivery

Luigi Ferri, ITSM & IT Security Expert

This session guides organizations on checking if they are ready for AI. It explains how to assess goals, data, infrastructure, skills, and culture before adoption. The focus is on setting clear expectations and starting small to avoid failure.

13:10 - 13:25 - Break

A quick break for snacks, before the programme resumes.

13:25 - 13:45 - Session title to be confirmed

Sponsor to be confirmed

Session to be confirmed

13:45 - 14:10 - The Super Agent: How a VPA Makes Your Team Smarter, Faster, and Future-Proof

Rina Brahmbhatt, Director of Training and Consulting, 24 Trainings

In this session, we will explore how Virtual Personal Assistants (VPAs) are revolutionizing service desk operations, enabling teams to "Automate, Elevate, Innovate". This session is designed for service desks seeking to harness AI and automation for greater efficiency and customer satisfaction.

Discover how AI has evolved into essential business infrastructure, representing a "fundamental paradigm shift" where AI agents actively solve problems. This empowers your team to become smarter, faster, and truly future-proof.

Rina will guide you through the "AI Paradox," demonstrating how to implement AI and automation to enhance—not replace—the human touch.  You'll learn to balance operational efficiency with emotional intelligence (EQ) by building automation strategies that preserve personalization and reinforce trust. 

This talk isn't just about improving your service desk; it's about building a high-impact, future-proof career in IT Service Management (ITSM). Rina will introduce her book, "The ITSM Playbook®," as your strategic roadmap to navigate corporate challenges and build a career path to a six-figure salary. Learn to communicate your impact beyond technical jargon, securing your seat at the leadership table.

14:10 - 14:30 - Panel discussion

Have your questions answered, live!