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SupportWorld Live - Schedule Viewer

Covering critical topics across the entire service and support industry and serving the full range of professional needs (from senior management through to the frontline), SupportWorld Live gives you several days in a welcoming, energetic community to focus solely on delivering smarter service and better business outcomes.

Click on session titles for full session descriptions. All times noted are in PT.

The End of "I'll Get Back to You": How You Can Proactively Improve the Digital Employee Experience

Daren Goeson  (VP, Product Management, Ivanti)

Location: Marquee Ballroom, Solution Spotlight Stage

Date: Wednesday, May 18

Time: 2:10 pm - 2:30 pm

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!

Session Type: Sponsored Session

Vault Recording: TBD

A great digital employee experience can positively impact productivity, talent acquisition and retention, security, and operational agility. What if you could effectively measure and proactively optimize the experience that employees get through the devices, operating systems, and applications they rely on in their Everywhere Workplace? IT service management teams are increasingly tasked with delivering improved digital employee experiences. However, many struggle to effectively quantify and optimize those employee experiences. How do you measure the employee experience in your organization? In this session, Daren Goeson will provide an overview of the industry dynamics that are driving the focus on digital employee experience and why it’s critical to understand the digital employee experience to improve overall business outcomes.


  • How to aggregate usage, performance and security data .
  • How to collect contextual sentiment from employees about their use of technology.
  • How to use machine learning and AI to derive insights-driven automation to improve the digital employee experience.
  • How to measure and optimize the digital employee experience.
  • How to surface potential issues and make recommendations on actions that can help remediate and improve the digital experience for your employees.