Enriching the Customer Experience
“Staying Relevant in the Face of Changing Expectations”
Several apologies are due. The first regards my tardiness. I had intended to publish this immediately following my Fusion 2015 breakout session. Good intentions, road to hell and all that. Work got in the way. I ended up with a promotion in the intervening months, so there’s that.
The second apology is due for the length. This is one mean wall of text, but when you transcribe and copy edit 25 minutes of speechifying, length happens. The precis is below; the full text is below the fold.
Finally- many many thanks are due to Mark Myers, one of the Practice Directors at Datalink, for sketching out the concept I eventually finished here. He came up with the outline and some great analogies which, after a serious research project, put more books on my shelf and a lot of meat on the bones of this talk. Without his thoughts on how to deliver this it would never have gotten done. The man’s an analogy factory, so if he ever comes to speak, listen. The precis below is almost word for word how he laid this out…
To stay relevant, Corporate IT services must be as easy to obtain as downloading an application and support the job at hand, from application development to basic collaboration. In this discussion I will talk about maintaining relevance by transforming from a technology focused utility to services oriented IT. First, I examine some parallels in history, because we have been here before and there are lessons to be learned from heavy industry. Next, I explore some real world examples of how that problem has been tackled head on by my customers. Finally, I discuss some of the key questions IT needs to ask to start down the right path, right now.
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