Transforming Higher Education with Enterprise Service Management

Location: CGI office, Walkie Talkie Building, 20 Fenchurch St, London

Date: 6 November 2025

Time: 1PM – 5:30 PM, followed by networking drinks at a nearby location

EXCLUSIVE EVENT

Hosted by CGI & Freshworks

In-person event

Event Overview:

CGI and Freshworks are delighted to invite senior Higher Education leaders to an exclusive afternoon event exploring the future of Enterprise Service Management (ESM) in the UK HE sector.

Amid financial pressures, growing student expectations, and the urgent demand for modern digital experiences, institutions are rethinking how services are delivered. This event will showcase real-world case studies, global success stories, and live demos to inspire and equip you with actionable strategies for transforming staff and student experiences.

Why Attend?

• Gain first-hand insights from other UK and international HE institutions
• Explore the benefits of Freshworks’ ESM platform
• Connect with peers and thought leaders across the HE sector
• Next steps to arrange a free tailored ESM evaluation for your university.

Agenda:

1PM – Registration & light lunch

Arrive early to grab some lunch and be escorted to check out the breathtaking views up at the Sky Garden.

2:00 PM – Introduction

Reminder of the challenges facing UK Higher Education and why ESM is becoming a cornerstone of modern digital campuses.

2:30 PM – Humanising IT in the Higher Education Sector

Katrina MacDermid from HIT Global will share valuable insights drawn from her work with numerous international organisations — including those in Higher Education — on how this sector can, and should, implement human-centred design principles to drive meaningful transformation.

3:00 PM – Why Freshworks?

A deep dive into the Freshworks approach: transparent pricing, rapid implementation, low maintenance, and scalable solutions.

3:30 PM – Break

Plus optional demo of Freshworks ESM

4:00 PM – Iain McCracken, UCISA and London School of Economics

Iain McCracken will reveal valuable sector insights and proven lessons from the UCISA ESM community, showing how industry collaboration and knowledge sharing can drive successful and sustainable Enterprise Service Management initiatives.

4:15 PM – Panel discussion on modernising services and shaping digital-first campuses.

Featuring leaders from the University of Strathclyde, London School of Economics, and Sonja Browning Page (ex Brunel, Imperial and University of Surrey)

5 PM – Event close & next steps

CGI & Freshworks wrap up with key takeaways, plus details on next steps for a free ESM evaluation for your organisation.

5:30 PM onwards – Networking Drinks

About CGI

CGI is among the largest independent IT and business consulting services firms in the world. CGI delivers an end-to-end portfolio of capabilities, from strategic IT and business consulting to systems integration, managed IT and business process services and intellectual property solutions.

Register today

Places are limited so book your place today and join the conversation on the future of Higher Education service management.