Introduction: What Problems Are We Trying to Fix
This, the first episode of the Soap Box Series, provides an overall introduction and then addresses one of the most foundational questions related to IT Service Management and IT Transformation...
View ArticleDo You Know How to Trust?
Empowerment is all the rage. We hear it everywhere. That’s great, but empowering someone requires one thing that many organizations are afraid to offer up: trust. In this episode of the Soap Box Series...
View ArticleDo You Know Your Services?
Services are from the customer perspective. Period. It is a simple concept – at least to me – but it seems that so many people cannot seem to get this straight. If your customer doesn’t value the...
View ArticleService Management is Not a Toy
We techies love our toys. I know – I am as guilty as anyone. That’s cool, as long as we don’t treat Service Management as just another toy. Service Management is just a tool that we can and must use...
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My New Blog
I’ve decided to start a new personal blog, here on my personal website. It may seem strange given that I run The Institute for Digital Transformation – a content company dedicated to producing content...
View ArticleDon’t Write a Book Without Passing These Three Tests
One of the things that I love about speaking and being recognized as an author is that people will come up to me after I speak and ask about the process of writing a book. I love it because it gives me...
View ArticleDon't Make These Two Rookie Speaker Mistakes
I have a great love for speaking. It is a privilege to be able to get up in front of an audience and share a moment with them. You are given the opportunity to challenge them, inspire them and educate...
View ArticleAuthors: Are You Getting to the Point Fast Enough?
There may be nothing that bothers me more than an author who doesn’t know how to get to the point. I believe that our ability as humans to communicate is one of the most singular and important gifts...
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Are You Preparing Your Attendees for the Wrong Future?
As a conference organizer, you’ve got a tough job. You need to entertain, engage and hopefully educate your audiences. But I think that every conference or event has an even bigger purpose: to prepare...
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The Three Reasons Your Audiences are Bored
“Humans have shorter attention spans than goldfish…” That was the recent headline in The Telegraph (but it was also reported by Time and The New York Times). It comes from a study conducted in 2015 by...
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The New Human Age: An Introduction
For the first post in this crazy live book experiment, I figure it makes sense to just lay out the basic concept behind the book. For what it’s worth, that’s where I started when I began...
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#FoodForThought: The Three Skill Groups of the Future (and why LinkedIn CEO...
A recent article in Quartz, entitled LinkedIn CEO Jeff Weiner says the biggest skills gap in the US is not coding, supports my current work. But I also don’t think it goes far enough. The article talks...
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The ‘future of work’ in the digital era may not be what you think
Despite all the banter about the ‘future of work’ no one is talking about what that really means. Our inability to see through our present reality has limited and tainted our discussions about how work...
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Why the customer experience is the future of monitoring
This article first appeared on CIO.com. Enterprise IT and business leaders are looking for technology solutions that help them simultaneously transform and reorient the organization’s operating model...
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2 trends reshaping the future of IT support
This article first appeared on CIO.com. We are in the early stages of a broader transformation in how enterprise organizations look at the role of support. In the near future, support will become much...
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Is the employee experience the digital transformation linchpin?
This article first appeared on CIO.com. Leadership experts have long held that unhappy employees equal unhappy customers. Therefore, the opposite must be true, right? Business leaders, however, must...
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LA Fitness, ‘Hotel California’ and the fallacy of digital transformation
This article first appeared on CIO.com. Digital transformation is about more than technology — it’s about delighting your customer during every stage of their journey with you. Even when they leave....
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It’s a roll-your-own Internet of Things world
This article was originally published on CIO.com. There is a problem with the current roll-your-own building block approach to the Internet of Things (IoT) that is pervasive in the industry....
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Has storage become sexy?
This article was originally published on CIO.com. In the era of AI, and despite the software-driven everything trend, storage — and hardware more generally — is finding renewed strategic relevance in...
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Why a computer may be your next manager
This article was originally published on CIO.com. As we continue to instrument every facet of modern work, it’s beginning to enable data-driven management. The flip side of this data-driven...
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