HDI Steel City, Pittsburgh, PA
Traveled out to Pittsburgh PA to deliver a new topic on the disruption economy and why our customers in the support industry are crying for change and we are not listening. It was a fantastic meeting and the topic was very well received.
In addition to a traditional keynote presentation, I also delivered a 1/2 day workshop where attendees broke up into three teams. Each team was given a common scenario faced by organizations and were told to disrupt the problem using new business models or by disrupting traditional solutions. The winning team then earned badges that acknowledged their ability to disrupt established practices.
The Winning Team of Disruptors
I was forced as a long-time Ohio resident and fan of Cleveland sport teams to stand in the photo wearing a really ugly jacket.
Living in the Disruption Economy: Why Our Customers Are Screaming for Change and We’re Still Not Listening
As we progress as a society from the knowledge economy through the disruption economy, our customers are becoming more vocal about what they want and need from their service providers. No longer are customers willing to put up with bureaucratic and lethargic global enterprises who are slow to change and create unnecessary friction for the consumer. Customers are voting with their currency, choosing Uber over taxis, Amazon over the department store, Airbnb over hotels, and Netflix over the network TV station. If we are not careful in IT, we will also become extinct. We need to develop strategies that innovate, reduce friction and stop waiting for our customers to come to us. And knowledge is the key to our success.
As we progress as a society from the knowledge economy through the disruption economy, our customers are becoming more vocal about what they want and need from their service providers. If we are not careful in IT, we will also become extinct. We need to develop strategies that innovate, reduce friction and stop waiting for our customers to come to us. And knowledge is the key to our success. In this workshop, collaborative teams will be established with the goal of creating innovative ideas to disrupt IT service management organizations. Each team will be given a common problem that we face in service organizations and the teams must develop a solution that disrupts how we currently deal with the problem. Attendees will be challenged to let go of the established norms and rethink the way to reduce friction, personalize the customer experience, and develop innovative models in the service management environment. Each team will make a pitch on the change that they want to create and justify why. The board will then vote on the winning proposal and give disruption awards.
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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