Event Details
In this dynamic session, Nora introduces her Zero to Hero framework through real-world service delivery stories that highlight how everyday “moments of truth” shape customer trust, employee engagement, and measurable service outcomes.
Rather than focusing on tools or theory alone, this session dives into practical service management decisions — the small, often overlooked moments that either derail performance or transform it.
Attendees will walk away with a human-centered lens for identifying high-impact service moments and redesigning them into experiences that:
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Strengthen teams
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Build trust
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Improve service quality
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Deliver measurable results
What You’ll Learn
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How everyday service interactions influence trust, loyalty, and perception
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Common “zero moments” that quietly undermine service performance
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Practical ways to turn friction into clarity, ownership, and confidence
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How employee experience directly impacts customer experience
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How human-centered decisions translate into measurable service improvements
Who Should Attend
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IT and service management leaders
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Service desk, support, and operations professionals
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Customer and employee experience leaders
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Digital transformation practitioners
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Leaders responsible for service quality, engagement, and outcomes
Why Attend?
If you are looking to elevate service delivery from transactional to transformational, this session will provide practical insights you can apply immediately within your organization.
Whether you are leading service operations, driving digital transformation, or improving experience strategy, this event will help you recognize and redesign the moments that matter most.
Registration Coming Soon
Stay tuned for venue details and registration information.
For more information about upcoming programs, visit HDI Local Chapters.
