What happens when IT stops thinking like a helpdesk and starts acting like a user experience powerhouse?
In this episode, Tim and Tom catch up with Robin Milton-Schönemann, most recently User Platform Engineering Manager at Man Group, to unpack a radical, human-centered approach to EUC and IT. From white-glove onboarding to sentiment-driven service delivery, Robin breaks down how to turn IT from gatekeeper into enabler—and why “Are you having a good time?” might be the ultimate success metric.
In this conversation:
🔧 How Robin’s team transformed onboarding into a proactive, personalized experience
🎯 Why curated choice beats overwhelming options every time
📦 What white-glove IT actually looks like in practice
🤖 The future of LLMs and digital agents as tailored IT support
📊 How sentiment and feedback drove constant innovation
💡 Why IT’s future lies in human empathy, not just technical excellence
Whether you work in IT, digital workplace strategy, or simply care about improving employee experience—there’s plenty to take away from this one.
Register for Nexthink Experience 2025 here.
Read the new Nexthink report, 'The Death (and Rebirth) of the Service Desk: How AI & Automation Are Reshaping IT and Enterprise Productivity', right here.
Download a free copy of the Gartner® Magic Quadrant™ for DEX Tools here (or head to Nexthink.com).
Download a free copy of Forrester's 2024 EUEM Wave™ report here.
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