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Amy Eisenberg interviewed all the Top 25 Thought Leaders in Technical Support and Service Management to ask about their personal lessons in leadership and learn what it means to be a community leader. Here is my interview with Amy. Tell us about your day job and also how you are involved in the community. Moving…
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In this webinar, we discuss the disruption of vertical markets through the use of collaboration, innovative business models, knowledge, and new technologies. Examples demonstrate how companies who do nothing to adapt are likely not to exist. Those companies that do adapt are not only innovating but also leading in terms of revenue and growth. The…
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Traveled to Orange County, CA to deliver The Authentic You Keynote. It was a fantastic meeting and the topic of authentic leadership was very well received. It was a short one day trip down to southern California and then back up to the Bay Area to teach a KCS class. Busy week here in California.…
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With an affinity for smartphones and messaging apps, consumers are changing the way they engage with businesses. Customers are more demanding, highly informed, and communicate with brands on a variety of platforms. As this behavior drives to an increasingly digital experience, businesses are struggling to keep pace. Businesses have looked to their CRM platforms to…
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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…
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It was a welcomed invite to return to the HDI Charlotte 2017 annual conference and expo hosted by the HDI Charlotte chapter. This years event took place at the U.S. National Whitewater Center. After the event, I got to go zip lining for the first time! This year I spoke on my new topic, The…
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What can I say? I got to go to Norway and speak at the itSMF Norway annual conference! What an absolute adventure. My adventures in Norway were one of the most incredible trips I have taken. The event host let me stay in her home before the conference and learn about Norway life and culture.…
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With the proliferation of cloud computing services and the promise of cost savings and improved agility, organizations have developed aggressive cloud adoption strategies that have had less than favorable IT service management results. Organizations with an immature service management program are less likely to achieve the expected results from cloud computing due to process ineffectiveness…
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Customer Experience Management is a strategic focus on managing all interactions with a customer across the entire experience with a product or service. Organizations need to engineer a customer experience that creates a vision of what they want to provide, distinguishes services from the competition, and creates loyal customer advocates that tell others how great…
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I would like to invite you to participate as a speaker at the HDI 2017 Conference and Expo in Washington, DC May 9-12th! Please share your customer experience stories on how you reinvented the customer experience in your organization. Hi! My name is Julie L. Mohr, and I am the track chair for the Reinventing…
