October 22nd, 2025
1PM AEDT / 11AM AWDT
Microsoft Teams
October 22nd, 2025
1PM AEDT / 11AM AWDT
Microsoft Teams
AI is moving fast, but people, processes and trust determine whether it sticks or not. Fresh from Gartner IT Symposium/Xpo™, Kinetic IT’s Michelle Major-Goldsmith and Tony Campbell will share what most attendees missed: the human side of AI adoption. If you’re a leader, delivery manager or practitioner looking to make AI useful (and safe) across service delivery and operations, this is your inside track from the Xpo™ floor.
AI won’t fail – but if without human readiness, adoption will. AI success is capped by change management, skills and trust, not features.
Operations driven by governance and accountability protect customers and teams – turning experiments into enterprise value.
We need to invest in creating “AI multipliers” so people use AI to extend their roles, remixing critical skills rather than letting them atrophy.
With decades of global service management experience, Michelle Major-Goldsmith is recognised for her expertise in service integration and her ability to make complex ecosystems work in practical, people-centred ways. A Lead Architect of the Scopism SIAM Bodies of Knowledge and Subject Matter Expert for EXIN, she has helped shape international guidance and certifications that support professionals worldwide. Her contributions have been recognised with awards including itSMF Australia’s Service Management Champion of the Year (2017), ITSM Thought Leader of the Year (2018, shared), and repeated recognition as one of HDI’s Top 25 Thought Leaders in Technical Support and Service Management (2020, 2022, 2024, 2025). Michelle is passionate about collaboration and community, focusing on uplifting others, building confidence, and creating space for people and teams to thrive- particularly in the context of service integration and complex multi-provider environments.
Tony Campbell has over two decades of experience in technology and security. He has led enterprise-scale projects, authored technical books, and served as a technical editor for Apress Inc. A co-founder of Digital Forensics Magazine, Tony also developed security training for Infosec Skills. At Kinetic IT, he leads cyber consulting and advisory services.
Critical IT services with the scale and resilience of Australia’s own terrain.
Kinetic IT is one of Australia’s largest privately owned technology services providers, backed by more than 25 years of experience, delivering secure, sovereign IT solutions across government, defence and critical industries – all with a people-first approach that builds trust, resilience and sustainable growth for a stronger future.