Event type: Virtual Event
Tuesday, September 22, 2026
4:00 PM(UTC+01:00) London, Edinburgh
Join us for Green SLAs, red reality - The hidden cost of digital friction!
Your dashboards say everything is fine. Your employees would disagree.
Millions of experience data points tell a different story than your SLA reports, one where service desks quietly bleed productivity and goodwill, ticket after ticket. In this session, we'll show you the three digital friction points showing up again and again across global IT organizations, and how leading brands turned that friction into fuel for real improvement.
No theory, no fluff, just real examples from enterprise customers who used experience data to:
- Pinpoint exactly where and why users get frustrated
- Cut ticket reassignments and speed up resolution
- Spot automation opportunities and free your team for the work that truly needs people
Backed by the 2026 Global IT Experience Benchmark report, you'll leave with practical frameworks, proven tactics, and a ready-to-use Helix integration you can put to work immediately, all in service of one goal: making ITSM work better for the humans who rely on it. Whether you get there by implementing XLAs or by improving digital experiences, this is where to start!