April 6, 2017
3:00 pm - 7:30 pm

The New IT:
Redefining Employee & Customer Experience

About the event

Technology has had a powerful impact on the transformation of the workplace, resulting in a fundamental change in the employee and customer experience. With quality of service delivery and customer satisfaction key priorities for organizations, the IT department has moved from a dark, quiet back-end department to potentially one of the most critical, visible, and impactful groups within your organization. As optimizing the user experience for your employees becomes as crucial as it is for customers, are you and your team ready to adapt and drive the change to lead the way in your organization’s transition to a digital business?

Our Partners

Amazon Webservices

Why attend Refresh:IT


Discuss new service management use cases and best practices, and hear compelling customer stories from leaders at AWS, Box, Stitch Fix, Veeva Systems, and others.

Be inspired

Hear actionable advice and tips on ITSM implementation as Roy Atkinson, Support & Service Industry Analyst, shares insights on succeeding in the new digital workplace.


Interact with peers, meet industry leaders, talk to IT influencers and industry analysts about your IT challenges, and of course, have fun at the happy hour!

Key Themes

Adopting and leading digital transformation in organizations

The future of ITSM with the rise of AI, ML, and IoT

Taking IT service management (ITSM) beyond tech to HR, finance, legal, and facilities

Innovating in the IT department and meeting demands of consumerization

Hiring and training right to build a team that embraces and drives the digital shift


Roy Atkinson

Senior writer/analyst


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Prasad Ramakrishnan


Veeva systems

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Kelli May

Manager, Technology services

MHM services, Inc.

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Ravindra Sunku

Director of IT

Stitch Fix

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Mark Schooley

IT Manager


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Dana Donaldson

IT systems engineer


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Dilawar Syed

President, North America Operations

Freshdesk Inc

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Venkat Balasubramanian

Senior director, Product management


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Alan Berkson

Director of community outreach/Analyst relations

Freshdesk Inc

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3.00 pm

3.30 pm
Welcome – Refresh:IT Dialogue and You

Speaker: Dilawar Syed

3.45 pm
Keynote: Transforming the internal user experience & the meeting the demands of consumerization

Speaker : Roy Atkinson

4.30 pm
Wisdom from the Trenches: What Successful Organizations are doing to embrace the New IT Landscape

Panelists: Prasad Ramakrishnan, Ravindra Sunku, Kelli May

5.15 pm

5.30 pm
Is the Cloud Eating IT?

Speakers: Mark Schooley, Dana Donaldson

6.00 pm
Delivering value to customers through service management

Speaker: Venkat Balasubramanian

6.30 pm
Drinks and networking


Redefine Employee & Customer Experience

Refresh:IT is free to attend for all professionals looking to innovate service management. Register now to jump the queue – there are only a few spots available.

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