CIO & CISO United Kingdom Smart Webinar

SPEAKER:

• Peter Shorney, Global Head of Information Security at Rentokil

What is XLA 2.0 and what are the 3 insights it will reveal to improve your business value?

Over the last year, digital resiliency has been essential for organizations to adapt to unprecedented disruption and leverage the latest technologies to both restore and maintain their operations. As we evolve in this increasing virtual work environment, it’s critical to deliver seamless employee experiences that ultimately result in stronger customer experiences.

XLAs are becoming increasingly essential for any service provider and are uncovering new ways for us to understand and measure success. This focus on the human experience shifts the focus towards the end user experience.

The digital workplace of the future is dynamic and requires personalized and intelligent support. But when issues aren’t resolved quickly it can result in lost productivity and directly impact your end user’s satisfaction. Pairing the most advanced automation technologies with first-class partners can allow for a seamless resolution experience. It’s time for the digital workplace to be reimagined. Are you prepared to support your future workforce?

The secret to great customer experience is XLA2.0

• Proactively fix beyond the service desk, not just reactive
• Business insight – to really improve the experience

SPEAKER:

• Weston J Morris, Director Global Strategy – Digital Workplace Services at Unisys

XLA 2.0 will be the secret to CX in 2022

End-User Experience
Experience Level Agreements (XLA)
Digital Resilience

How are you enabling and supporting your employees to deliver exceptional end user experience and proactive automation across your enterprise?

How are you transforming your operations and how do you expect to ensure workplace parity with employees working from home, remotely or in the field?

How can you keep both your employees and reputation safe whilst ensuring your organizational security practices are effectively adhered?

In this session, we will learn about:
Digital Workplace Services
Work Experience Parity – End User Experience (EUX)
Hybrid/Remote Working
IT Security (Remote Work Access & Zero Trust)
Digital Transformation & Resilience

Moderator:

• Ben de la Salle, Former CISO at Old Mutual Wealth

Panelists:

• Weston J Morris, Director Global Strategy – Digital Workplace Services at Unisys
• Mike Culshaw, Chief Technology Officer at Pennine Care NHS Foundation Trust
• Steven Trippier, Group Chief Information Security Officer (CISO) at Anglian Water Services
• Robin Smith, Head of Cyber Information Security at Aston Martin
• Peter Shorney, Global Head of Information Security at Rentokil
• Laura Catterick, Programme Director, Group Operational Resilience at Lloyds Banking Group
• Daniel Cooke, Executive Director at UBS AG
• Dr Zibby Kwecka, Head of Information Security, HUK at The HEINEKEN Company
• Rhiannon Lawson, Deputy Head of Standards at CDPS 
• Richard Fry, Head of IT Risk and Assurance at Covea Insurance

Panel Questions:

1. What does the future of work look like at your organization? What are some of the challenges unique to your industry you are facing enabling and supporting your employees in a hybrid/remote environment?
2. Do these challenges resonate? What are similar customers in this industry experiencing?
3. How are you measuring experience and how are you acting on what you learn from those experience measures?
4. Where are you in your journey to connect your customer experience with your employee experience?
5. How are you enabling automation within your digital workplace? How is automation playing a critical role in keeping information secure?
6. What are you seeing in this space? Do you have a case study you can share on how automation is delivering value back to the business?
7. How are you handling IT security and ensuring your employees and reputation remain safe?
8. How is automation playing a critical role in keeping information secure?
9. What are your top priorities moving forward to ensure work experience parity wherever your employees are working and on whatever devices they use?
10. What advice do you have for the group? Any closing comments.
11. How are you delivering the data your employees need to make informed decisions for your customers in real-time?
12. How are you seeing IT reduce friction in this process and increase employee satisfaction?
13. What is XLA 2.0 and what are the 3 insights it will reveal to improve your business value?
14. How do we improve our end-user experience’ X (times) ’Business Experience’ = ’Customer Experience’?
    – Organizational Change Management: The critical link to Digital Transformation in the hybrid workplace?
15. How secure are the remote workers?
    – Hybrid workplace trends for 2022 and beyond
    – Understanding the secrets to great collaboration in the hybrid office

Networking and Executive Exchange

Customer Centricity

SPEAKER:

• Steven Trippier, Group Chief Information Security Officer (CISO) at Anglian Water Services

Networking and Executive Exchange