Webinar

From Tickets to Outcomes: Rethinking Your Service Desk Approach

Wednesday, June 3, 2026 at 11:00 AM ET / 4:00 PM GMT

Your service desk is more than a support function. Join Lakeside and guest speaker, Forrester Principle Analyst Christy Punch and learn how leading organizations are redefining what success looks like and how AI is accelerating the shift. 

WHAT YOU’LL WALK AWAY WITH  

• Beyond ticket counts: Why traditional metrics are holding your team back — and what to measure instead. 

• Outcomes that matter: A practical framework for tying service desk performance to real business value. 

• Where AI fits in: Honest guidance on where AI adds the most value — and where it doesn’t. 

• A product mindset: How to evolve your service desk into a team that drives, not just responds. 

Speaker: Christy Punch, Principal Analyst, Digital Workplace + Digital Employee Experience Business & Technology Strategy, Forrester 

Moderator: Tal Klein, CMO, Lakeside Software 

Meet our panelists

During this webinar we are delighted to be joined by our strategic panel members, sharing real world insights.

• Christy Punch, Principal Analyst, Digital Workplace + Digital Employee Experience Business & Technology Strategy, Forrester
• Chris Kirkpatrick, Director, Growth & Offering GTM Leader, Kyndryl
• Komal Verma, Global Portfolio Director, Digital Workplace Products & Strategy, Capgemini
• Preethi Anantharaman, DEX Engineering Leader, IBM