Registration & networking lunch

Check in over lunch and meet the leaders and builders you'll be learning and working alongside. Bring a customer or employee moment you would like to make easier; it gives the afternoon's conversations a concrete starting point.

Welcome

Patrick van de Werken opens the day and connects its two lenses: the outcomes customers and employees need, and the practical changes required to deliver them. Get oriented to the Business and Technical tracks before the programme begins.

Opening keynote & fireside: the self-service enterprise

Dheeraj Pandey explores the move from individual intelligence to team and organisational intelligence. The keynote and fireside consider what must change in shared knowledge, workflows and leadership to make self-service a route to resolution, not another handoff.

Business track: Customer outcomes & use-case discovery

For business and functional leaders: start with the moments where customers or employees lose time, context or confidence. Compare the experiences worth changing, choose a priority self-service opportunity, and discuss the value and organisational change needed to make it real.

Technical track: IT self-service & enterprise search

For builders and technical leaders: examine the foundations of employee self-service – enterprise search, useful knowledge, appropriate access, connected workflows and a route to human help. Ask what must be true for an employee to resolve an everyday need with confidence, not just find another article.

Break: Connect & compare notes

Between tracks, make the connections that move an idea forward. Compare the opportunities Business sees with what Technical can build, then meet the people behind DevRev, our technology alliances and partnerships. Trade perspectives with peers, find collaborators, and take a sharper question into the next session.

Business track: Value, ROI & next steps

Turn a priority use case into a credible path to value. Discuss who owns it, which customer or employee outcomes matter, how progress and ROI might be evidenced, and the next practical test. Focus on decisions and accountability.

Technical track: AI resolution & Voice AI

Follow a customer question or voice interaction from first contact to resolution. Explore what context, knowledge and workflow connections AI resolution and Voice AI need, when a person should take over, and how to avoid making the customer start again.

Closing keynote

Bring the day's business and technical perspectives back together. The closing keynote explores how a useful self-service experience can grow beyond isolated use cases into organisational intelligence – and what it takes to turn that ambition into meaningful change.

Wrap-up

Return to the opportunity you brought into the room. Identify the workflow worth taking forward, the people who need to own it, and one next step to test. Leave with a clearer starting point for action.

Drinks & bites

Continue the conversations over drinks and bites. Reconnect across the Business and Technical tracks, compare what you learned, and meet the people who can help move an idea beyond the room.