Katrina Macdermid – Creator of Humanising IT™ and Leadership in IT Service Management Katrina Macdermid is a recognized leader in IT service management and the driving force behind Humanising IT™—a groundbreaking initiative that integrates human-centred design into IT service delivery. With over two decades of experience, Katrina combines empathy-driven principles with practical IT strategies to enhance both user and customer experiences. As a co-founder of HIT Global, Katrina has developed innovative educational programs that have gained international traction, empowering IT professionals to bridge the gap between technology and human needs. She is passionate about making IT service management accessible and impactful, transforming service desks, processes, and systems to better align with user expectations. A sought-after speaker and thought leader, Katrina advocates for embedding empathy, creativity, and collaboration into technology environments. Her insights help organizations rethink traditional frameworks, fostering a shift toward meaningful transformation. Whether through leadership training, global partnerships, or keynote engagements, Katrina inspires IT professionals to deliver solutions that are not just functional but also human-centric.

Presenting:

• Session 102: Poor User Experience? AI Will Just Deliver It Faster - You Can't Automate Your Way Out of a Broken Experience