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Reactive IT is a treadmill. You close one ticket, three more appear. You might hit your SLA and still fail the employee. This reflex isn’t wrong; but it isn’t enough. Without the right foundations, automation amplifies noise as easily as it removes it.

The organizations making real progress in 2026 are taking a more deliberate path.  They are redesigning IT around calibrated systems and measurable experience outcomes, architected to absorb complexity rather than pass it downstream to employees.

Freshworks' 2026 EX Priorities Report captures five shifts already underway in high-performing IT organizations. Join Nathan Payne, Associate Director, IT Operations at Kemin Industries, Jason Aloia, VP of Product Management at Freshworks, and Kyle McNabb, VP and Principal Research at The Hackett Group, for a conversation that skips the theory and gets into what's actually working.

What you'll walk away with:

• An honest take on where AI investments are delivering and where they're quietly creating more work
• A framework for treating experience as a board-visible business metric
• Practical signposts for the shifts worth making now versus the ones that can wait

Meet the speakers