CDW chief technologist Jaro Tomik joins host Sakari Kyrö to unpack two seismic shifts rocking enterprise IT: the rise of AI-washing and the pivot to experience-led service management. Hear how Jaro’s “escape-room for IT” workshops flip roles, surface hidden bottlenecks and turn data visibility into a zero-ticket, proactive support vision—all while keeping people and productivity front-and-centre.

Key Take-aways

1. Beware AI-washing. Almost every vendor now claims “AI,” so leaders must cut through marketing noise to find real value.
2. Employee experience is the new compass. Human-centred design and continuous experience data now guide project prioritisation.
3. Scenario workshops build cross-functional empathy. Role-swapping lets teams feel each other’s pain, revealing blind spots safely.
4. Service-desk reality is tough. Experiencing the frontline first-hand fosters respect and partnership between business and IT.
5. Visibility requires three data lenses—technology, operational, experience. Only by merging all three can CIOs see true bottlenecks.
6. A living roadmap tames VUCA change. A clear three-year vision anchors busy teams and retains talent.
7. Automation + AI enable proactive, “zero-ticket” support. When IT knows device health and feelings up-front, users stay productive.
8. External facilitation accelerates buy-in. An outside voice often unlocks trust and momentum that internal teams struggle to spark.

Resources & Links mentioned

• Jaro Tomik on LinkedIn – connect for daily enterprise-service-management insights https://www.linkedin.com/in/jarotomik
• CDW Enterprise Service Management – learn how CDW guides large enterprises through experience-led transformation https://www.cdw.com/
• Scenario-Based IT Workshops (Sunburst Simulations) – explore the escape-room-style workshop framework Jaro runs https://sunburst-simulations.com/

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