At Fusion 2015 in New Orleans, All Thing ITSM interviewed me about ITSM and the Customer Experience. Questions posed:
- What experiences have you had in translating IT’s efforts into significance for the business?
- Do you see IT departments determining value in splendid isolation of the business or do they engage their business partners?
- What role does customer experience management have in IT service management?
- How do you improve the customer experience?
I discuss the importance of measurement, understanding the integration between IT and the business, the importance of data to support decision making, and the significance of customer experience management.
Note: Special thanks to All Things ITSM for inviting me to participate in the podcast at Fusion 2015.