Many organisations invest significant time and money into building digital products that are technically sound, feature-rich, and reliable. Yet despite working exactly as intended, adoption remains low and users continue to find alternative ways of getting things done.
In this on-demand webinar, David Cannon, Senior Director of ITIL at PeopleCert, explores why even well-designed digital products can fail to gain traction. Discover how product teams can better understand user needs, improve service experiences, and bridge the gap between the people who build digital products and the people who rely on them every day.
For official information on ITIL (Version 5) visit: ITIL.com
What you’ll learn
- Why user experience is often the biggest factor behind poor product adoption.
- The critical relationship between products, services, and business outcomes.
- How to identify and close the gap between product teams and end users.
- Practical ways to map customer journeys and uncover hidden friction points.
- Why fixing the root cause of poor experiences is more effective than reacting to complaints.
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Hosted by:
David Cannon
David is a service management practitioner, consultant, and leader. Over the last three decades he has seen the industry go through at least five technology-enabled shifts. David has helped organizations apply the core management disciplines required to navigate each shift. He co-authored the ITIL publications Service Operation, (2007) Service Strategy (2011), Digital and IT Strategy (2020) and Acquiring and Managing Cloud Services (2021), and Strategy (2026). He has led consulting practices at Hewlett-Packard, BMC Software, and Forrester Research. David is a co-founder of itSMF International and recipient of the itSMF Lifetime Achievement award. Today he is Senior Director of ITIL at PeopleCert.
