CRN ON: Data, employee and customer experience with Agilitas

The event covered the key pillars of a total experience approach, featuring speakers from Agilitas, Humans Robertson, Sapphire Systems, Softcat, and Trustmarque among others

CRN ON: Data, employee and customer experience with Agilitas

The Channel Company's CRN ON event, in collaboration with Agilitas, unfolded a day of insightful discussions and expert insights into adopting a total experience (TX) approach for channel firms.

The event brought together industry leaders, insiders, and experts to explore the intersection of talent, technology, and transformation in the ever-evolving IT channel.

The day kicked off with a networking breakfast, setting the stage for a day filled with collaborative learning.

The morning's highlight was an engaging session in conversation with Agilitas, where Agilitas CEO John Hayes-Warren discussed the importance of a TX strategy.

This session delved into the significance of cross-departmental TX roadmaps, shedding light on how technology can be harnessed to enhance employee and customer confidence.

Hayes-Warren also explored the adoption of total experience across Agilitas itself, from laying the groundwork over a year ago, to upskilling and bringing Agilitas employees along on the journey.

The event continued with a thought-provoking keynote by Daniel McMahon, head of technology & innovation at Hymans Robertson.

McMahon explored the considerations around adopting AI to enhance the total experience, discussing the benefits, challenges, and ethical considerations associated with integrating AI technology, based on Humans Robertson's research.

The mid-morning break provided an opportunity for networking, fueled by tea, coffee, and pastries, setting the stage for the subsequent sessions.

A panel discussion followed, featuring Chris Gabriel, chief strategy officer, Sapphire Systems, and Adrian Woolmore, practice director at Trustmarque.

The panel explored the transformative role of data and analytics tools in making impactful strategic decisions, highlighting best practices and addressing challenges in data-driven decision-making.

The panelists explored various stages of data development, from setting out a comprehensive data infrastructure, to real-time insights and AI, and delved into how VARs and MSPs can help their customers move through these stages.

Anushka Davies, head of employee engagement, diversity & inclusion at Softcat plc, took the stage to deliver a compelling presentation on employee engagement and its contribution to the Total Experience. Davies shared insights into how prioritising employee engagement and cultivating a positive culture can create a virtuous cycle, ultimately driving business success.

The day concluded with a dynamic Panel Discussion on ESG strategies for enhancing the customer experience. Richard Behan, chief corporate development officer, CAE Technology Services, and John Booth managing director, Carbon3IT, delved into the various ESG strategies companies should prioritise to meet customer expectations and deliver a positive, sustainable experience.

CRN ON's Total Experience Approach event provided a platform for industry leaders to glean insights, share experiences, and chart the course for the future of the IT channel, emphasising the crucial role of talent, data, and automation, as well as driving sustainable strategies. The event underscored the imperative for businesses to adopt a holistic TX approach in navigating the complex and dynamic landscape of the IT channel.