April 19, 2017
9.30 am - 3.30 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?

Why attend Refresh:IT


Discuss new service management use cases and best practices, and hear compelling customer success stories from IT leaders.

Be inspired

Hear actionable advice and tips on the future of IT and insights on succeeding in the new digital workplace from IT influencers and analysts.


Interact with peers and industry leaders 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


Grant Harris

Head of IT operations

Western Sussex Hospitals

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Daniel Breston


Qriosity Limited

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Karnesh Patel

Senior business analyst

ITV studios

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Robert O’brien

Senior Application Manager

ITV studios

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Toby William Moore

Founder and Director

Yappa Limited.

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Stephen Mann

Principal and Content Director

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Roman Jouravlev

Product Development Manager


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Nishant Rao

Global COO


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Venkat Balasubramanian

Senior director, Product management


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Simon Johnson

General Manager

Freshdesk UK

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9.30 am

10.00 am
Introduction and welcome

Speaker: Simon Johnson - General Manager - UK, Freshdesk | Toby Moore - Founder & Director, Yappa Limited

10.15 am
Transforming the internal user experience

Speaker : Nishant Rao, COO, Freshdesk

10.45 am
The NHS story: Legacy to digital and the key principles for success

Speakers: Speaker: Grant Harris, Head of IT Operations, Western Sussex Hospitals | Simon Johnson, General Manager, Freshdesk UK

11.30 am

11.45 am
IT service desk efficiency 101

Panelists: Karnesh Patel - Senior business analyst, ITV Studios | Robert O’brien - Senior Application Manager, ITV Studios | Roman Jouravlev, Product Development Manager, Axelos

12.45 pm
The power of collaboration in the workplace

Speaker: Stephen Mann - Principal and Content Director,

1.15 pm
2.00 pm
How to drive self-service adoption

Speaker: Stephen Mann, Principal and content director,

2.30 pm
The future of IT with the rise of AI, ML, and IoT

Speakers: Daniel Breston, Founder, Qriosity Limited | Roman Jouravlev, Product Development Manager, Axelos | Venkat Balasubramaninan, Senior Director, Product Management, Freshdesk

3.00 pm
Delivering value to customers through service management

Speaker: Venkat Balasubramanian

3.30 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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