All Things ITSM Interview – ITSM and the Customer Experience


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.

About the Author:

Julie is a dynamic, engaging change agent who brings authenticity, integrity, and passion to practitioners worldwide. Through her books, articles, speaking, consulting, and teaching — her purpose is to spark change in the world with thought-provoking dialog and interaction. Julie has a B.S. degree in computer science from The Ohio State University, a MaED from the University of Phoenix, and is currently pursuing her Ph.D. in Management and Organizational Leadership in Information Systems & Technology from the University of Phoenix. She is an ITIL Expert, Certified Help Desk Director, and Certified Governance IT Professional.

Julie captivates audiences at conferences worldwide on topics of authentic leadership, business strategy, knowledge management, organizational culture, and innovation.

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