We’re thrilled to share that Wanstor took home two awards at the Spark2025 SDI Conference – MSP Service Desk of the Year and Best Service Desk CX! It’s an incredible honour and a testament to the dedication of our team, who consistently put customer experience at the heart of everything we do.
Beyond the celebrations, Spark2025 was a fantastic opportunity to explore the future of service management, with thought leaders and industry experts offering insights into the trends shaping the way we work. AI, customer experience, and the human-first approach to ITSM dominated the discussions, and we wanted to share some of the key themes that stood out.
Aimpathy: AI Meets Empathy in IT Service Management
A recurring concept throughout the conference was “Aimpathy”, the intersection of AI and empathy, but it’s more than that, it’s the idea that AI should enhance, not replace, human connection in IT service. As automation and AI continue to evolve, the challenge isn’t just implementing these technologies but ensuring they work alongside people to improve experiences.
Prashant Arora from PepsiCo explored this in a fascinating fireside chat, discussing how Gen AI and automation could transform service desks. Imagine every service desk analyst having an AI-powered co-pilot, handling repetitive tasks, surfacing relevant information instantly, and streamlining workflows. The result? Faster resolutions, less burnout, and more time for human-centric problem-solving.
But there’s a fine line to walk. How do we ensure AI doesn’t depersonalise service management?
AI’s Potential vs. Trust Issues
While AI was celebrated for its efficiency and problem-solving capabilities, a critical discussion emerged around trust. The reality is that full-scale AI adoption isn’t happening overnight – not because the technology isn’t capable, but because people aren’t ready to trust it completely.
A standout example came from Rethink Mental Health, where AI was shown to be capable of detecting PTSD levels through voice recordings. However, the ethical implications raised important concerns: Would patients feel comfortable with AI analyzing their emotional state? How do we ensure AI remains a tool for support rather than surveillance? These are the conversations that need to happen as we integrate AI into sensitive areas like mental health and employee wellbeing.
The CIO’s Perspective: Getting Buy-In for AI and Digital Transformation
So, how do organisations balance AI’s potential with its risks? Barclay Rae shared valuable insights on how to position digital transformation projects in a way that resonates with senior leaders.
His key takeaway? Data is king.
AI and Digital Employee Experience (DEX) insights are game-changers when used effectively. Problem Management, powered by AI-driven data, helps service teams proactively identify trends, prevent issues, and demonstrate real business impact.
But here’s the catch: to get leadership buy-in, IT teams must translate their insights into business value. CIOs don’t just want AI for AI’s sake—they need to see how it drives efficiency, improves CX, and ultimately benefits the bottom line.
CX is the Core: The Human-First Approach to ITSM
Technology alone isn’t enough; customer experience (CX) is what truly defines success. Simone Jo Moore took this idea further, arguing that when service desks feel stagnant or overwhelming, the problem isn’t ITIL – it’s how we’re using it.
Through the lens of Industry 5.0, she explored how ITIL can actually amplify human creativity rather than restrict it. Instead of draining energy, service frameworks should empower teams to innovate. Her formula?
CX + EX = CEXy.
It’s a simple but powerful idea: when employees (EX) feel engaged and supported, they deliver better experiences for customers (CX). This aligns with what AI should be doing, not replacing people, but freeing them up to focus on the work that truly requires human insight, creativity, and care.
Wanstor’s Commitment to Innovation and Excellence
As we reflect on Spark2025, one thing is clear: AI, automation, and human-centric service management are reshaping the industry. At Wanstor, we’re excited to be at the forefront of these changes, always looking for ways to improve service delivery while keeping customer experience our top priority.
Winning MSP Service Desk of the Year and Best Service Desk CX is an incredible milestone, but it’s just the beginning. We’re committed to leveraging AI responsibly, enhancing CX, and driving innovation, because a service desk isn’t just about solving problems; it’s about creating better experiences for everyone.
Here’s to another year of excellence, innovation, and human-first service management!