Higher Education Service Transformation Forum 2026

Kenny Anderson is a Senior Business Consultant at CGI specialising in Freshservice and Enterprise Service Management. Before joining CGI, Kenny spent seven years working in Higher Education, with hands-on responsibility for ITSM and Freshservice and experience extending service management beyond IT. He brings a practitioner’s perspective to the Higher Education Reference Models, combining an understanding of the complexities of university service delivery with practical experience of using technology, process and service design to create more joined-up experiences for students and staff.

Musidora leads the Northern European region for Freshworks, overseeing one of the company's most strategic and fastest-growing global markets. A recognised leader in the UK technology sector with 25 years of experience, she has driven growth across hardware, consulting, and software sales at industry giants including HP, Oracle, Salesforce, and Microsoft. Notably, as Microsoft's UK Chief Sustainability Officer, she spearheaded critical sustainability initiatives for customers, partners, and internal operations. Consistently featured as one of the Most Influential Women in UK Technology, Musidora is a dedicated advocate for diversity and inclusion, passionately championing the advancement of women in STEM.

Simon Morris is the Solution Engineering leader for Freshworks International. He talks to Freshworks customers about how technology will change the way that people work, live and learn. His team are experts at helping customers understand the future potential value of our products and the economic impact of modernising their service management.

Leigh Ivan Smith is Director of Product Management - AI at Freshworks, where he drives customer and partner engagement for the company’s flagship Freddy AI platform, including Freddy Copilot, Freddy Insights, and AI Agents. Leigh specialises in translating complex generative and agentic AI capabilities into tangible business value. He works closely with global enterprises, mid-market clients, and strategic partners to deploy AI solutions across Customer Experience (CX) and Employee Experience (EX)—enabling teams to deliver higher-impact service with significantly less effort.

Frieda is a senior IT and Digital executive with 40 years’ experience leading technology strategy, service management, operational delivery and enterprise-wide continuous improvement. She has extensive experience operating in complex, matrixed and global organisations, providing strategic leadership across business and technology functions and engaging with senior executives, partners and stakeholders to align technology and service priorities with organisational objectives. Frieda brings significant expertise in the governance and management of complex service environments, including onshore and offshore delivery partners. Her focus on operational performance, service excellence and continuous improvement has underpinned the delivery and transformation of critical business and technology services. Her career spans Local Government, Higher Education, Pharmaceuticals, Broadcasting, Financial Services, and Utilities.