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itSMF Norway Annual Conference and Expo, Oslo, Norway
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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Do you Have Customer Experience Stories to Share?
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 […]
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First. Be A Good Customer
My children will tell you that I am the worst person to give poor customer service. Why? Because I build customer service organizations for a living. And when I am on the receiving end of a bad experience, it is as if I am critiquing a paper in my head while I’m reading it. In a […]
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Interview about ITSM Professionals and DevOps
In this interview, I was asked about ITSM Professionals and DevOps. It’s simple. We need to design excellent products and services, so that when we deliver them to the business – the services work. The fact that DevOps focuses on bringing the design stage of the lifecycle more in sync with the operational side – […]
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Simplify IT Tech Conference Keynote, Sunnyvale, CA
After completing a consulting engagement with one of Bay Area clients, I was asked to speak at the company’s annual IT Tech Conference. The topic was both a review of the results – but also why those results were important to the corporate objective of simplifying IT. The topic: Simplify IT with IT Service Management. […]
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Customer Advocacy and Incident Management
The IT organization exists to efficiently provision and support technology to meet business objectives. Technology enables companies to perform their core business processes. When the technology fails, the Service Desk is the first point of contact for the customer into the IT organization and it serves as the customer advocate throughout the Incident Management process. […]
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HDI Charlotte Annual Conference & Expo 2014, Charlotte, NC
What a fantastic local annual conference! It was my honor to speak on the topic of CEM Meets ITSM: Managing the Customer Experience. This local chapter does an excellent yearly conference – good attendance, great location, and a great schedule of events for the day. It was my honor to speak along with two other […]
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PACRIM Conference & Expo 2008, Gold Coast, Australia
Australia is an incredible country, and I was invited to speak at the PacRim conference as an international keynote speaker. The conference was held on the Gold Coast – a lovely oceanfront community known as surfer’s paradise. I was fortunate enough to travel around Sidney before making the trip up to Brisbane for the conference. […]
