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What Should Your Customer Experience Look Like & How Do You Get There?

Recently, I’ve been sharing about customer expectations and while understanding those expectations is important, you also have to have a plan for how to meet those expectations. I am referring to the customer experience, of course. The customer experience includes

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Are You Prepared to Meet Customer Expectations in 2020?

In November 2018, I examined a few ways customer expectations have changed due to technology and what organizations, especially IT, need to know to stay competitive. Today, we reflect on how those expectations have changed in a short amount of

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Focusing on Technology May Kill Your Business

I know the technology wishlists of many CEOs. They want newer technology, faster technology and the shiniest, most fully-featured tools. While technology is not a bad thing to have on any wishlist, it shouldn’t be at the top of it

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Where Is IT On Your Customer Journey Map?

In today’s digital world, it’s imperative that organizations create and deliver world-class customer experiences. The Amazons and Zappos of the world have changed how customers want and expect to interact with organizations, especially online. Customers expect continual updates, easy to

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The New Role of The ITSM Professional

What makes ITSM successful? There’s a variety of answers that exist for this question but I am staunchly in the camp that ITSM success has less to do with strategy, processes, or even technology. It comes down to people. There

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Is “Busy” Becoming The New Death of IT?

The word “busy” has become ubiquitous in the business world. It is equal parts an explanation, an apology, and a defense. For IT, it has long been a go-to phrase. I am worried about the overuse of the word “busy”.

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What CIOs Can Learn From CMOs

The CIO-CMO relationship has had a rocky history. The two are often at odds with what they need to accomplish and historically, they’ve never spoken the same language. But there has been a shift in recent years. As marketing became

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5 signs you are not ready for AI
5 Signs You’re Not Ready for AI

We’re inundated with headlines about the power of artificial intelligence (AI) these days. AI is everywhere and most businesses know they will need to adopt it soon, if they haven’t already. A recent study from Gartner shows that 37% of

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service desk tune up feature
Does Your Service Desk Need a Tune Up?

It happens to every CIO eventually. There’s a low grumbling across the organization. It gets mentioned at a few meetings. Other members of the organization take note of it. Then all of a sudden, the word on the street is…..

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The Curious Case of the Wasted IT Investment

There’s no doubt that if you want to be an efficient IT organization, you need efficient tools. Some might say that you need the best tools. But when happens when those tool investments fail? And perhaps, more importantly, how do

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