In an increasingly complex digital world, meeting and exceeding external and internal customers’ expectations requires consistent, proactive, and efficient IT service and support delivery aligned with business needs. Accelerating change, expanding competition and the requirements of a hybrid workforce all add complexity and increase pressure on your IT infrastructure and service and support teams.

Join HDI, industry thought leaders Roy Atkinson, Stephen Paskel and Freshworks VP of Product Marketing David Flesh for an in-depth exploration of the challenges created by increasing IT and organizational complexity and the tactical and strategic steps required to meet those challenges.

 You’ll gain practical, actionable insight into:

• Addressing challenges associated with increasing IT complexity
• Enabling IT teams to keep the business running with unified ITOM
• Leveraging advanced IT operations tools to unlock collaboration across silos

Speakers:
David Flesh
VP of Product Marketing
Freshworks

David Flesh is a product and solutions marketing leader with over 20 years of experience in the technology industry. David has held senior product marketing roles at some of the most influential companies in the world, such as ServiceNow and Cisco Systems. Currently, he is the Vice President of Product Marketing at Freshworks, where he leads a team of product marketers who make IT and employee experience solutions easy and enjoyable for everyone.

David's vision is to empower organizations to delight their customers and employees with software-as-a-service solutions that are affordable, quick to implement, and designed for the end user. He believes that great experiences and engaged employees lead to better business outcomes and higher customer satisfaction.

David lives in San Diego, where he enjoys the sun and the culture. He is a fan of motorsports and classic cars. He is always curious about new technology and loves to learn new things.

Roy Atkinson
CEO and Principal Advisor
Clifton Butterfield, LLC

Roy Atkinson serves as CEO and Principal Advisor for Clifton Butterfield, LLC, a business advisory practice, and is one of the top influencers in the service and support industry. In addition to many other lists in 2020, he was named one of “The Top 50 Customer Service Experts of the Decade (2010-2020)” by Nextiva, one of the “Top 150 Global Customer Experience Thought Leaders and Influencers of 2020” by SurveySensum, and one of the “Top Ten CX Contact Center Influencers You Need to Follow” by Shelf.
His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. He delights in bringing his years of experience to the community. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business. Follow him on Twitter @RoyAtkinson.

Stephen Paskel
Senior Leader
Allstate

Stephen Paskel has a proven track record of developing high performing teams and resolving the most complex issues facing his customers and fellow team members. He has a reputation for building genuine, and mutually beneficial, win-win affiliations resulting in long lasting relationships that cross fields and disciplines. Stephen is a HDI Certified Instructor, public speaker, author, award winning corporate executive, board member of multiple national non-profit organizations, and entrepreneur. Stephen holds multiple certifications and holds both his Bachelor and MBA degrees from the University of Phoenix.

Tim McElgunn
Principal Analyst
ICMI & HDI

Tim McElgunn is Principal Analyst for HDI and ICMI, producing and managing content and events for our community of contact center and technical support professionals. A skilled analyst, strategic advisor, writer and editor, Tim has extensive experience researching, synthesizing, and explaining strategic, regulatory, technology, and service trends. Before joining the Informa team, Tim held senior editorial and analysis roles at Bloomberg Law, Stratecast Partners/Frost & Sullivan, and Gartner.