Upgrade Your Customer Satisfaction Strategy Event Resources

Our Upgrade Your Customer Satisfaction Strategy event took place at the Robinson College in Cambridge on Thursday 5th December 2019. The one day event experience was hosted by Jamie Bell, Service Operations Manager at The Service Desk Institute.


  • Scott Gamble, IT Service Improvement Manager at Skanska UK
  • Stephen Brown, Strategic Customer Success at SolarWinds
  • Mark Bewick, Director Service Management at Refinitiv
  • Stuart Perkins, GBS Service Management Architect at Smith & Nephew
  • Scarlett Bayes, Senior Research Analyst at The Service Desk Institute

You can view the speakers presentations slides below:

Scott Gamble

Stephen Brown

Mark Bewick

Stuart Perkins

Scarlett Bayes

In addition with her presentation, find her report about Customer Experience in ITSM, click here.

Thank you to everyone who took part in our workshop sharing bad and good stories about Customer Satisfaction. Find below findings:

A big thank you to our event sponsors! 

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