1-Day Workshops

Spend the day in one of our informative 1-Day Workshops, learning with the best in the service management industry. 1-Day Workshops are included in our Premier Passes, and advance registration is required.

Speaker: Phil Verghis

AI is already reshaping service management — but turning potential into reality requires both personal mastery and strategic execution.

In this highly interactive, executive-level workshop, service leaders will move beyond theoretical discussions to hands-on application of today's most practical AI tools: Claude, ChatGPT, Gemini, Perplexity, and NotebookLM. Participants will complete exercises applying AI to live service management challenges like troubleshooting customer issues, generating knowledge articles, building onboarding courses and quizzes, scripting escalations, and uncovering service patterns.

Beyond tactical wins, attendees will create a structured action roadmap spanning three horizons: immediate quick wins (30 days), capability building initiatives (90 days), and longer-term service transformation goals (12 months).

This is not a vendor pitch — it's a practical, empowering journey to master AI's real capabilities and prepare teams for an AI-enabled future. Participants leave ready to lead — with new skills, strategic clarity, and momentum.

Takeaways:

1. Practical AI Tool Mastery - Learn to think differently about AI tools — not just as ways to clean up after broken processes, but as pattern matchers, early warning systems, and hypothesis testers that uncover friction, improve team decision-making, and coach smarter service practices.You'll develop a clear framework to match Claude, ChatGPT, Gemini, Perplexity, and NotebookLM to specific service management challenges like triage, automation, knowledge curation, and proactive service improvement.
2. Hands-On Service Process Transformation - Apply AI directly to real service scenarios — not just accelerating workflows, but spotting emerging issues earlier, coaching teams through better content creation, and identifying systemic improvement opportunities.Participants will create AI-augmented workflows for incident management, knowledge creation, onboarding programs, predictive problem detection, and escalation management, all while learning how to weave AI insights back into daily operations.
3. Strategic 30-90-12 Month Action Roadmap - Build a personalized action roadmap that connects immediate AI quick wins (0–30 days), foundational team capability building (30–90 days), and broader service transformation initiatives (90 days to 12 months).This plan ensures AI adoption isn't isolated or experimental — it's tied directly to measurable service improvements and organizational objectives.

Speakers: Jamie Stannard & Vicki Rogers

Whether you're stepping into your first leadership role or you've been leading teams for years, one thing is certain—today's workplace demands more than just good intentions. It requires a toolbox full of practical, adaptable, and effective strategies to lead with confidence, clarity, and impact.

In this energizing workshop, we will dive into real-world tools that every manager should have at their fingertips. Through storytelling, hands-on exercises, and practical frameworks, you'll explore essential topics like communication, process improvement, GenAI, leadership, and sustaining meaningful change.

You'll follow realistic workplace scenarios—from tangled onboarding processes to team conflicts—to learn how to analyze situations, break through barriers, and lead your team forward. Each section is designed to help you build skills you can use immediately while challenging you to think critically about how you lead and where you can grow.

Takeaways:

1. Stronger Communication Skills
2. Lean Thinking for Everyday Managers
3. A Crash Course in GenAI for Managers
4. Practical Conflict Management
5. Sustainment Strategies that Work