10:30 - 10:45

Welcome from our host, Alan Nance

10:45 - 11:05 - Know Your Clients, Grow Your Business: The Power Of Experience In IT Services

Camila Ferreira, Founder & CEO, Rise UP

Today’s IT isn’t just about fixing problems—it’s about driving business success. In this session, Camila explores how IT can shift from a reactive function to a strategic partner by aligning with business needs. Learn how understanding expectations and leveraging your own experiences as a client can elevate service, boost satisfaction, and build stronger relationships. Your firsthand insight is more than valuable—it’s your superpower in delivering exceptional IT.

Key Takeaways:

• IT’s role is evolving from troubleshooting to strategic partnership—success is the new metric.
• Aligning with business clients' expectations boosts satisfaction.
• Your own experience as a client is a powerful tool—use it to define and deliver world-class IT service.

11:10 - 11:30 - What They Really Think: Using Social Listening to Decode Experience Gaps

Tania Benade-Meyer, Managing Director, Unstructured

Experience isn’t just what happens. It’s what people say about it. In this session, Tania Benade-Meyer reveals how social media conversations can uncover blind spots in how experiences are delivered, perceived, and remembered. From surprising behavioural insights to small shifts that made a big difference, you’ll learn how to turn online chatter into actionable strategies that shape better customer outcomes.

11:35 - 11:55 - Putting IT Experience Management Into Practice - More Smiles, Less Time Wasted

Mark Bewick, Senior ITXM Advisor, HappySignals

Great IT decisions don’t come from gut feelings—they come from real employee experiences. Discover how you can start to see and understand how your employees truly experience IT, providing clear insights that move decision-making beyond assumptions. 

12:00 - 12:15 - Break

A quick comfort break before the programme resumes.

12:15 - 12:35 - XMO Hands On: Vale's Journey to Excellence 

Discover the remarkable journey of the XMO implemented by Vale with their partner DXC

Agda Carneiro, XM Manager, DXC Technology

By implementing a well-structured process and solid governance, XMO Vale and DXC have not only achieved exceptional results but also transformed Experience Management from a theoretical concept into a functional and impactful practice. Stay informed about the latest results achieved and see how Experience Management Office is commitment to excellence continues to drive improvements.

12:40 - 12:55 -Session title to be confirmed

Sponsor to be confirmed

Session to be confirmed

13:00 - 13:20 - System-Level Human Culture: How to Build Emotionally Intelligent Service from the Inside Out

Michael Mattson, Chief Empathy Officer, Walk A Mile CX

In service organizations, we often focus on coaching individuals to be more empathetic—while ignoring the systems that make empathy difficult to sustain. This session challenges that approach. Drawing from experience management, emotional intelligence, and continuous improvement, Michael Mattson explores how anyone, from frontline agents to senior-level leaders, can influence a more emotionally intelligent service culture. Through simple, tactical shifts in thinking, action, and language, attendees will learn how to move from friction to flow, from burnout to trust, and from transactions to human-centered service, even without changing the org chart.

Three Takeaways

• You don’t need to “own the system” to influence it. Human-centered change starts with how we listen, reflect, and act—even inside roles with limited authority.
• Policies, processes, and metrics shape behavior. Emotional intelligence must be embedded not just in people—but in the way work is designed and measured.
• Start with small, tactical moves. Use language, reflection, rituals, and conversations to shift culture from the inside out—one interaction at a time.

13:25 - 13:45 - Break

A quick break for snacks, before the programme resumes.

13:45 - 14:00 - Session title to be confirmed

Sponsor to be confirmed

Session to be confirmed

14:05 - 14:25 - Evolving A Service Management Career To An Experience Management Career

Charles Cinert, XLA leader across ClearDATA, Sabre, Philips & Dell

14:30 - 15:00 - Panel discussion

Have your questions answered, live!