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: Mike Vikdal

Join us for an engaging one-day session focused on Team Building through Simulated Learning and Gamification, where participants will immerse themselves in dynamic, game-based activities designed to strengthen collaboration, communication, and problem-solving skills. Through interactive simulations and playful challenges, teams will navigate real-world scenarios in a low-risk environment, fostering trust, creativity, and a shared sense of purpose. This experiential approach not only makes learning fun but also delivers powerful insights into team dynamics and individual contributions, making it ideal for boosting morale, enhancing synergy, and driving high-performance teamwork.

Takeaways:

1. Accelerated Adaptability - Participants experience simulated change environments that mirror real-world transitions, building resilience and a proactive mindset to embrace change rather than resist it while maintaining a focus on People, Process and Technology.
2. Safe Environment - By engaging in playful, low-stakes challenges, teams foster trust and open communication—core elements needed to support a culture where people feel safe sharing ideas and concerns during change.
3. Unified Vision and Buy-In - Shared goals and collaborative problem-solving drive alignment, helping participants internalize the organization's purpose and become advocates for change rather than passive recipients.
4. Behavioral Insights into Team Dynamics - Gamified simulations reveal authentic team interactions and hidden dynamics, offering actionable insights into how cultural shifts can be supported and sustained through real behavioral change.
5. Embedded Change Language and Practices - Experiential learning reinforces key change management concepts in memorable, actionable ways—helping participants carry new habits, terminology, and cultural cues back into daily work life.

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

Speaker: Jessica Szalla

When you have a clear sense of purpose, it can act as a guiding force to help you and your team make decisions, overcome challenges, and keep you motivated - even in the face of adversity. Purpose can amplify your strengths and talents, transforming them into something extraordinary.

What to Expect:

This interactive session offers attendees the opportunity to explore individual, team, and organizational purpose. We will explore proven tools, methods, and best practices designed to articulate and achieve your goals. We will do these using:

• Our Participant Guide
• Ice Breakers
• Presentations
• Storytelling
• Roundtable Activities
• Experience Sharing

Takeaways:

1. Attendees will refine their ability to think strategically by crafting purpose-driven goals, identifying opportunities for growth, and creating actionable roadmaps to achieve personal and professional success.
2. Participants will engage with like-minded individuals, accountability partners, and mentors who can provide support, encouragement, and collaboration to sustain long-term progress.
3. Through interactive exercises, attendees will build confidence in articulating their purpose, overcoming obstacles, and staying motivated despite setbacks.
4. Participants will explore methods for aligning team goals with organizational objectives, fostering a culture of purpose, commitment, and continuous growth.
5. Attendees will gain skills to articulate their vision, inspire buy-in from stakeholders, and create a solid foundation for collaboration and leadership.