How Experience Management Can Influence Your IT Strategy

Presented by

Mark Butcher, Senior Service Delivery Manager, Wiley

About this talk

Many of us understand the primary benefits of Experience Management, but what needs to be considered to realise these within your business? Mark will discuss Wiley’s journey and how topics such as leadership buy-in, resourcing and colleague engagement have played vital roles. Key learnings from their journey will also be shared as well as how Experience Management is beginning to positively influence Wiley’s culture and strategy.
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The Service Desk Institute (SDI) has been connecting service professionals across the world since 1988 and is the leading global community for everyone working in the service and support industry. Our mission is to inspire service desks and support teams to be brilliant. With a passion for providing industry best practice and sharing knowledge, SDI is dedicated to guiding, inspiring, and connecting ITSM, service desk and support communities. A respected, trusted and independent advisor to the industry, SDI has inspired thousands of organisations and professionals around the world to embark on journeys of service improvement and to be the best they can possibly be. For more information, visit