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"Revolutionizing Service and Support: Exploring the Possibilities of Artificial Intelligence and Generative AI in 2024"

Tuesday, January 23 at 1 PM EST

Join us for an enlightening discussion that delves into the transformative realm of artificial intelligence (AI) and generative AI in the context of technical support and service management. Tailor made for the seasoned specialist and the curious generalist, this session promises to unravel the possibilities and potentials that lie within these cutting-edge technologies.

Gain insights into the core principles of artificial intelligence and its role in reshaping traditional technical support and service management paradigms.
Understand how AI is streamlining issue resolution, improving response times, and enhancing overall service efficiency.

Learn about proactive support strategies that can foresee and address potential issues before they impact operations.

Explore advanced use cases where AI is being leveraged to automate complex service management processes.
Delve into real-world success stories where organizations have successfully integrated AI and generative AI into their technical support and service management workflows.

Whether you're looking to enhance your technical expertise or seeking a comprehensive overview, this panel discussion will provide valuable insights into the current landscape and the future possibilities of AI and generative AI in the realm of technical support and service management. Don't miss this opportunity to stay at the forefront of industry innovation!

Speakers:
Kenneth Gonzalez
Senior Director - Product Marketing
Freshworks Inc.
Ken, often known by his nickname “kengon,” is a seasoned technology professional and internationally recognized expert in IT Service Management. Having spent just over 6 years at Gartner, he has worked as an Analyst and Advisor, helping business executives, technology leaders and their direct reports develop innovative resolutions to their most pressing issues/concerns. He brings a wide range of interests and life experiences to his work, taking a multidisciplinary, people-centric, value-based, results-focused approach.

Josh Streets
HDI Business Associate
CEO, The Scoreboard Group
Josh Streets lives life with one purpose: to bring out the best in people and their businesses. He is a trusted advisor to executives and organizations around the country regarding operations, technology, and leadership performance. Josh is an entrepreneur, consultant, and mentor who learned the importance of high-performing leadership and honed his business skills early by serving in Fortune 500 senior leadership roles over nearly two decades before creating Scoreboard Group Consulting. Along with finishing his upcoming book, Fix the Root, Get the Fruit, Josh spends a great deal of time traveling with his family and serves the needs of several nonprofit organizations and causes.

Phyllis Drucker
Founder
EZ2BGR8
Phyllis Drucker, HDI’s 2023 Lifetime Achievement Award winner, is a service management and leadership expert with more than 20 years of experience in business and IT strategy, enterprise service management, governance, automation, implementation, and leadership. Her specialty is taking innovative approaches to how people use today's digital solutions and technological advances, transforming how service and support are delivered.

Mike Hanson 
VP, IT Service Desk Operations 
PSCU 
Mike Hanson is a seasoned IT leader with more than 30 years of global experience in service and support, currently holding the role of VP, IT Service Desk Operations at PSCU. His expertise includes leading diverse teams and driving improvement initiatives, establishing him as a strong industry leader. With certifications from FEMA and HDI and in Six Sigma and ITIL, Mike combines a strong educational background with practical knowledge. He’s actively engaged in the service and support community, serving as a local chapter officer in the Skyway HDI local chapter. 

Offered Free by: Freshworks
See All Resources from: Freshworks