Why This Matters Now

Workplace technology continues to evolve rapidly, but many organisations are still relying on support models that were designed for a very different way of working.

Forward-thinking organisations are moving beyond reactive service desks by combining AI, intelligent automation and Digital Employee Experience (DEX) to predict, prevent and resolve issues before they impact productivity.

What leaders are navigating today:

• Employees expect consumer-grade technology experiences at work.

• AI and automation are changing how workplace support is delivered.

• Digital Employee Experience (DEX) is providing new ways to measure productivity and employee satisfaction.

• Legacy ITSM approaches are struggling to support increasingly complex digital workplaces.

• Technology leaders are expected to demonstrate measurable business outcomes - not simply operational efficiency.

This roundtable is designed to explore how leading organisations are modernising workplace support while improving both employee experience and operational performance.

What This Discussion Will Cover

The discussion will centre around three core areas:

Intelligent Automation
How to deploy AI and automation to strengthen support capabilities without compromising service quality or employee trust.

The Power of Digital Employee Experience (DEX)
Leveraging DEX metrics to shift workplace support from traditional cost management to genuine value creation.

Modernising ITSM
Building robust service foundations that unlock the full potential of emerging workplace technologies.

Strategic Alignment
Transitioning workplace support into a measurable, proactive capability that directly improves employee experience and business outcomes.

What You Will Take Away

You’ll leave with:

A clearer perspective on modern workplace support
How leading organisations are evolving workplace support from a reactive service function into a strategic business capability.

Practical insights into AI and automation
Where AI is creating measurable value for workplace support, and how to introduce automation without compromising trust or service quality.

Better understanding of Digital Employee Experience
How DEX can be measured and used to improve employee productivity, workplace satisfaction and service performance.

Perspectives from peers
How other enterprise organisations are approaching workplace operations, end-user computing and service delivery.

Practical ideas for your technology roadmap
Actions and considerations for strengthening ITSM foundations and preparing for the next generation of workplace technologies.

Who Will Be In The Room

The value of this discussion won't come from a single viewpoint. It will come from hearing how peers are modernising workplace support, adopting AI and automation, and measuring Digital Employee Experience across large enterprise environments.

A curated group of senior workplace and technology leaders from Australia's leading enterprise organisations, including:

• CIOs and CTOs

• Heads of End User Computing

• Heads of Workplace Technology

• Heads of Service Delivery

• Digital Workplace and Employee Experience Leaders

Participants are selected to ensure a high-calibre, peer-level discussion under Chatham House Rules.