Jean-Luc Wagner
Senior Manager - EMEA Retail and Consumer Product Lead Deloitte
Jean-Luc Wagner is Deloitte's ServiceNow EMEA Retail and Consumer Product Lead, with ten years of consulting experience in Enterprise Service Management and Digital Transformation.
He leads large-scale ESM transformations across Europe. He currently guides multiple clients through multi-year programs to rebuild their ServiceNow platforms as an experience focused ESM environment.
His work centers on ESM strategy and operating models that hold up at scale in every client situation.
Agenda Day 1 - 17 Nov
11:30 The Multi-Platform AI Challenge: Simple Interactions, Extraordinary Outcomes
Organizations are rapidly investing in AI across their enterprise, from Microsoft Copilot and Gemini to ServiceNow Moveworks, domain-specific AI, and an emerging generation of AI agents. While each platform can create significant value, the result can quickly become a fragmented and increasingly complex AI landscape.
For Enterprise Service Management, this creates a fundamental challenge. The traditional "House of ESM" is being reshaped by AI, introducing new ways to access services, consume knowledge, automate processes, and orchestrate work across platforms. At the same time, employees expect a simple, connected experience, regardless of which AI or system sits behind it.
In this session, we explore how organizations can simplify their multi-platform AI journey and move from a collection of individual AI initiatives towards a coherent enterprise ecosystem. We will look at the impact of AI on ESM and discuss the key considerations for deciding where different AI platforms, agents, and capabilities should play a role.
The goal is not to eliminate the multi-platform reality, but to make it work: simpler for employees, scalable for the enterprise, and focused on measurable business value.
Check out the incredible speaker line-up to see who will be joining Jean-Luc.
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IQPC Gesellschaft für Management Konferenzen mbH
Address: Rosenstrasse 2, 10178 Berlin, Germany
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E-mail: info@iqpc.de
Registered at: Amtsgericht Charlottenburg, HRB 76720
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Management: Torben Haagh, Richard A. Worden, Michael R. Worden
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IQPC Gesellschaft für Management Konferenzen mbH
Adresse: Rosenstrasse 2, 10178 Berlin, Germany
Telefonnummer: 030 52001534
Email Adresse: info@iqpc.de
Registereintragungen: Amtsgericht Charlottenburg HRB 76720
Umsatzsteuer- Indentifikationsnummer DE210454451
Geschäftsführung: Torben Haagh, Richard A. Worden, Michael R. Worden
