TOPdesk Unlocked

Service management has been waiting for this moment and TOPdesk is ready to deliver it. In this opening keynote, we share a bold vision for where our industry is headed, backed by the biggest product upgrades in TOPdesk’s history. Real demos. A customer story that makes it real. This is what unlocked looks like.

Hear directly from Medway and JBT Marel on what it really takes to roll out TOPdesk, unify services across departments, and bring AI into the mix — in both public and private sector. Hosted by Chief Customer Officer Sophie Steinmeyer.

AI is only as good as what it has to work with. For many teams, the conversation is not whether to adopt AI, but if their data, categories, and workflows are ready to make it worthwhile. In this session, our experts will walk through what good preparation actually looks like. You will leave with a clear picture of where to start and how to build momentum in your own organization.​

Expanding service management beyond IT sounds promising but making it work across teams takes the right choices in ownership, design, and adoption. In this session, attendees will hear practical lessons from someone who has been through it on how to create momentum across departments while keeping the experience manageable for both teams and end users​.

Knowledge management is one of the highest-impact practices a service team can invest in, and yet one of the most underused. In this workshop, we cover the full picture: how to structure it, maintain it, and make it work for both operators and customers. AI plays a role, of course, but the foundation comes first. Leave with a plan for building something that actually sticks.​

Public sector organizations face their own mix of pressure around trust, governance, and modernizing service delivery. This session creates space to explore what is top of mind right now, share perspectives with peers, and discuss how service teams can move forward with confidence in a changing landscape.​

Good reporting is not just pulling more data. It is understanding the outcomes that matter: resolution times, CSAT, reopen rates, time and cost perticket. In this session, we help you identify where the bottlenecks are in your service process and how to eliminate them, using the reports andintegrations already available in your platform. Bring your real numbers and leave with a clearer picture of where to focus next.​

Discover how TOPdesk’s AI helps service teams spend less time on repetitive work and more time on what really matters. In this session, we go deeperinto what was launched at the keynote and show how each one fits into the flow of daily operations. No extra tools to learn, no disruption to yoursetup – just practical AI that works from day one.​

Expanding service management beyond IT is as much about governance as it is about configuration. You’ll see what a realistic growth path looks like in practice: how to structure ownership across HR, Facilities, and beyond, where organisations typically get stuck, and what the next step looks like for your team. Built around real scenarios from the field.

What does modern service delivery look like in a public sector context? This session brings practical lessons from the field, helping attendeesunderstand what has worked, what has been challenging, and what others in similar environments are doing to move forward.​

For many teams, the real questions about AI start after the excitement: how is data handled, what controls are in place, and what does responsible adoption look like in practice? This session gives you a clearer view of the governance and trust questions that matter most and how your peers are answering them. ​

Strong service teams need more than good intentions — they need the right habits, workflows, and ways of working to improve over time. This session focuses on practical ideas managers can use to help their teams work more smoothly, respond faster, and create a better experience for both operators and customers.​

Most conversations about AI focus on automation and efficiency. But AI’s greatest impact is something much bigger: changing how organisations understand, learn from and respond to the world and markets around them. In this keynote, Martin Adams explores why the organisations that thrive won’t simply use AI to work faster. They’ll use it to make better decisions, uncover unmet needs and combine machine intelligence with uniquely human judgement. The result is a new model for leadership in the age of AI.

This session is about what gets easier, faster, and better for you and your team over the next 12 months and how you can adopt at your own pace. We walk through the TOPdesk roadmap in plain terms — what’s coming, when it lands, and what it means for the way your service teams operate day to day.