Most organizations don’t struggle with effort; they struggle with flow. HR manages onboarding in one place. IT manages access and incidents in another. Operations manages assets somewhere else. Each team performs well individually, but employee experience and service delivery break down at the handoffs.
The Conversation We’re Having
Service delivery today looks like this:
- Teams optimize locally
- Work stalls at handoffs
- Employees feel friction first- during onboarding, internal moves, and everyday HR queries
- Leaders lack predictability
This session explores what changes when:
- HR, IT, payroll, and facilities operate through one connected system of work
- Service models are adapted to organizational maturity, risk, and scale
- Journey orchestration replaces disconnected handoffs
- Knowledge, automation, and AI reduce repetitive HR work while improving experience
You’ll see how ESM evolves from isolated service improvements into a true enterprise capability, starting with HR.
