ITXM Summit 2025

Make Better IT Decisions

Measure employee experience and prove IT's business impact.

Join us at our exclusive live event on 21 May, 2025, at the Gherkin in London.

IT Starts with People

IT doesn’t just support the business—it shapes the way employees work, feel, and succeed. That’s why leading IT organizations are making experience their top priority.

Join us at ITXM Summit 2025, live at The Gherkin in London, to explore how human-centric, experience-driven IT can unlock smarter decisions and real business impact. Learn from forward-thinking ITXM leaders how to reduce end-user frustration, boost productivity, and enhance the workplace experience by translating emotions into data. Expect an afternoon of insightful discussions, real-world use cases, and networking with peers who are redefining IT experience management.

📅 Date: 21 May, 2025
📍 Location: The Gherkin, London
⏰ Time: 11:30 am – 17:30 pm

IT is Emotional—And That’s a Good Thing

IT isn’t just about systems and efficiency—it’s about people. Employees experience technology emotionally: frustration, relief, satisfaction. Ignoring these feelings doesn’t improve IT; it blinds it to what really matters.

By measuring real employee experiences, IT can make smarter decisions and shift from cost center to strategic partner. At ITXM Summit 2025, IT leaders, experience professionals, and digital transformation experts explore a bold new approach: human-centric IT that delivers real business value.

Lead the future of IT by putting people first. Whether you’re starting your ITXM journey or ready to level up, this event will give you the insights and strategies to drive meaningful impact.

Why Attend?

Learn from industry pioneers how to shift IT decision-making from reactive to proactive and quantify and demonstrate IT's business impact through employee experience metrics.
Discover real-world use cases where organizations have transformed IT services by prioritizing employee experience.
Network with IT leaders who are shaping the future of IT Experience Management (ITXM).
Gain actionable strategies to make IT smarter, more efficient, and truly aligned with the needs of the people it serves.

Who Should Attend?

CIOs, IT Directors, and Experience Leaders
IT Service Management and Digital Workplace Professionals
Enterprise IT and Employee Experience Champions
MSP's and Service Providers

Featured Speakers

ITXM in Action: Stories and Insights from Industry Trailblazers

Shaun Brown

Director Global Service Delivery, GEA

Stephen Digby

Head of Capability, Global Delivery, Fujitsu

Sharon Aggrawal

Senior Principal, Service Delivery Manager, Invesco

Roman Pelzel

Assistant Director & Principal Analyst, ISG

Sami Kallio

CEO & co-founder, HappySignals

Sakari Kyrö

Product Strategy Lead, HappySignals

Agenda

Time (BST)	Session
11:30	Registration and Lunch
12:30	Welcome to today’s event with HappySignals’s host Katie Bates, VP Global Partnerships and Alliances Founder's Keynote: Decision-making with Human-Centric IT Experience Do you know what really matters to your employees and business outcomes? Discover how experience data and insights improve decision-making and drive better business results. Sami Kallio, CEO, HappySignals
12:50	ITXM in Action: The GEA Group Experience Management Journey Shaun shares their real-life experience management journey, emphasizing the "humanization of IT." Initially focusing on a managed service provider (MSP), he then expands his insights to internal service providers and the broader cultural impact. If you have experienced an outsourcing project that has affected IT's reputation, let's explore how IT Experience Management (ITXM) can be transformative. While it involves significant cultural and behavioural changes, ITXM fosters greater team collaboration and motivation towards a unified goal, continually enhancing the IT experience for end users and the businesses IT supports. Shaun Brown, Director Global Service Delivery, GEA Group Hosted by Sukhpal Johal, Enterprise Customer Success Manager, HappySignals
13:20	Break
13:40	From Assumption to Evidence: Driving IT Service Improvement with Experience Data In this session, Sharon explores how to transform IT services by shifting from assumptions to evidence, using real-time experience data to drive meaningful change. Discover how Invesco’s IT team leverages end-user feedback to turn insights into business-aligned actions, while building trust and collaboration between IT and the wider organization. Sharon Aggarwal, Senior Principal @ Invesco Ltd. \| Service Delivery Manager Hosted by Jonathan Hawkes, Customer Success Onboarding Lead, HappySignals
14:10	Coffee Break
14:40	How to Use Experience Data for Smarter IT Decisions and Continuous Improvement Transforming IT services while maintaining high employee satisfaction is a challenge. Fujitsu, a global system integrator, used HappySignals to make experience-driven decisions, optimize costs, and enhance automation. This session explores how real-time employee sentiment insights helped Fujitsu address: The impact of complex digital transformation on employee experience Change management across multiple business units & regions into a global standard The implementation of AI-driven and automated services with user satisfaction in mind Managing stakeholder perception and engagement at all levels Learn how Fujitsu reduced costs while enhancing the digital employee experience, ensuring both business efficiency and employee productivity across the globe. Stephen Digby, Head of Capability, Global Delivery, Fujitsu Hosted by Melissa Warren, VP GSI Business, HappySignals
15:10	Global IT Benchmark 2024 - Key Findings Discover What 1.86 Million IT End-Users Are Telling Us About IT Experience in 2024 What’s really driving employee happiness—or frustration—with IT in 2024? In this session, we’ll unveil insights from the world’s largest IT experience dataset: 1.86 million responses across 130 countries. You’ll get a deep dive into trends across industries, company sizes, internal vs. outsourced service desks, and global IT support profiles. Join us to explore where time is being lost, how perceptions differ, and what leading organizations are doing to improve. Whether you're benchmarking performance or planning your next IT strategy move, these findings will give you a human-centric edge. Sakari Kyrö, Product Strategy Lead, HappySignals
15:30	Panel Discussion Human-Centric IT in the Age of AI Are employees truly ready for AI-driven IT support, or are we moving too fast? How can organizations ensure virtual agents enhance—rather than hinder—the employee experience? What role does experience data play in making AI-driven IT more human-centric? With Roman Pelzel (ISG), Shaun Brown (GEA Group) and Stephen Digby (Fujitsu) Hosted by Sami Kallio
16:00	Reflections & Final Remarks
16:10	Happy Hour @ Sterling Bar

Time (BST)

Session

11:30

Registration and Lunch

12:30

Welcome to today’s event with HappySignals’s host Katie Bates, VP Global Partnerships and Alliances

Founder's Keynote: Decision-making with Human-Centric IT Experience

Do you know what really matters to your employees and business outcomes? Discover how experience data and insights improve decision-making and drive better business results.

Sami Kallio, CEO, HappySignals

12:50

ITXM in Action: The GEA Group Experience Management Journey

Shaun shares their real-life experience management journey, emphasizing the "humanization of IT." Initially focusing on a managed service provider (MSP), he then expands his insights to internal service providers and the broader cultural impact. If you have experienced an outsourcing project that has affected IT's reputation, let's explore how IT Experience Management (ITXM) can be transformative. While it involves significant cultural and behavioural changes, ITXM fosters greater team collaboration and motivation towards a unified goal, continually enhancing the IT experience for end users and the businesses IT supports.

Shaun Brown, Director Global Service Delivery, GEA Group

Hosted by Sukhpal Johal, Enterprise Customer Success Manager, HappySignals

13:20

Break

13:40

From Assumption to Evidence: Driving IT Service Improvement with Experience Data

In this session, Sharon explores how to transform IT services by shifting from assumptions to evidence, using real-time experience data to drive meaningful change. Discover how Invesco’s IT team leverages end-user feedback to turn insights into business-aligned actions, while building trust and collaboration between IT and the wider organization.

Sharon Aggarwal, Senior Principal @ Invesco Ltd. | Service Delivery Manager

Hosted by Jonathan Hawkes, Customer Success Onboarding Lead, HappySignals

14:10

Coffee Break

14:40

How to Use Experience Data for Smarter IT Decisions and Continuous Improvement

Transforming IT services while maintaining high employee satisfaction is a challenge. Fujitsu, a global system integrator, used HappySignals to make experience-driven decisions, optimize costs, and enhance automation. This session explores how real-time employee sentiment insights helped Fujitsu address:

The impact of complex digital transformation on employee experience
Change management across multiple business units & regions into a global standard
The implementation of AI-driven and automated services with user satisfaction in mind
Managing stakeholder perception and engagement at all levels

Learn how Fujitsu reduced costs while enhancing the digital employee experience, ensuring both business efficiency and employee productivity across the globe.

Stephen Digby, Head of Capability, Global Delivery, Fujitsu

Hosted by Melissa Warren, VP GSI Business, HappySignals

15:10

Global IT Benchmark 2024 - Key Findings

Discover What 1.86 Million IT End-Users Are Telling Us About IT Experience in 2024

What’s really driving employee happiness—or frustration—with IT in 2024? In this session, we’ll unveil insights from the world’s largest IT experience dataset: 1.86 million responses across 130 countries. You’ll get a deep dive into trends across industries, company sizes, internal vs. outsourced service desks, and global IT support profiles. Join us to explore where time is being lost, how perceptions differ, and what leading organizations are doing to improve. Whether you're benchmarking performance or planning your next IT strategy move, these findings will give you a human-centric edge.

Sakari Kyrö, Product Strategy Lead, HappySignals

15:30

Panel Discussion

Human-Centric IT in the Age of AI

Are employees truly ready for AI-driven IT support, or are we moving too fast?
How can organizations ensure virtual agents enhance—rather than hinder—the employee experience?
What role does experience data play in making AI-driven IT more human-centric?

With Roman Pelzel (ISG), Shaun Brown (GEA Group) and Stephen Digby (Fujitsu)
Hosted by Sami Kallio

16:00

Reflections & Final Remarks

16:10

Happy Hour @ Sterling Bar

Are you ready to lead the future of IT?

Sign Me Up

ITXM Summit 2025, 21 May, London