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Great trip to Dubai where I had the pleasure to teach an ITIL V2 class, an ITIL bridge class from V2 to V3, a break-out session on Customer Experience Management: Engineering and Defining the Support Experience and the closing keynote session on High Impact Leadership.
This photo was taken of the ITIL V2 class before the conference.
Additionally, we were treated to an overnight incredible spa experience in the desert along with dinner and entertainment. What an extraordinary adventure. This picture is of me riding a camel!
High Impact Leadership (Keynote)
Why do some IT teams flourish, consistently exceeding goals, and others flounder, often falling short of the projected expectations? The teams use the same tools, draw from the same employee pool, deploy the same processes, and serve the same customers, yet some teams consistently produce lower employee turnover and higher customer value. Why?
All too often in our industry, we are given tools to ‘manage’ our staff, yet very little training is offered to help us ‘lead’ our staff. Whatever your type of environment, this session will be informative, entertaining and motivating. It is time for you to look at how you lead, tap into your core values and strengths and lead your team and your organization to a higher level of performance and success. The session covers five fundamental concepts of high impact leadership:
- Know your own voice
- Inspire a shared vision
- Challenge the process
- Empower others to act
- Encourage the heart
This presentation is a highly interactive session that will challenge your beliefs and tap into your inner strengths.
Customer Experience Management – Engineering and Defining the Support Experience (Keynote)
Better understand your total customer experience! In this session, learn about the core concepts of Customer Experience Management including defining a customer experience map of the Incident Management Process. Better understand all the positive and negative influencers of the support experience and engineer a more positive customer experience over all the touch points with your internal or external customers.