From customer experience to employee engagement
Recently, I was lucky enough to be a voluntary participant for a customer experience study at a cafe. (The things one can do when one is between contracts.) I hadn't been to a STREAT cafe before, so I was the ultimate
205 year old organisation meets the future head-on
Coming up this week in Melbourne is the Innovating IT Service conference. The final interview in this series is with Cameron Gough, General Manager of Australia Post's Digital Delivery Centre. Cameron will be appearing on the discussion panel and delivering
Can IT rise from the ashes of a bad reputation?
I'm delighted, this week, to bring you an interview with Gene Kim. Gene will be presenting one of the opening keynotes at the Innovating IT Service conference, and a workshop. He has been a founder, CTO, and author. Gene loves finding
IT: The cultural revolution is here
The Innovating IT Service conference is coming to Melbourne soon. Dinsha Palkhiwala will be presenting a workshop and delivering a presentation. Dinsha works directly with CIOs and ICT leaders to enhance their careers and capabilities. 1. You've described yourself as a
The Future of IT Service Delivery
Don't worry, it's not another predictions post. The Innovating IT Service conference will be held in Melbourne on the 11-12 March. Gene Kim is keynoting, so of course, I'm going to be there. I was at the hotel bar, suffering
LEADit 14: Quicker, simpler, seamless
I've tried to capture the most distinct themes that emerged at this year's Australian national conference for the itSMF in the title. As I predicted last year, our local industry did contract, but not in the way I expected. This
The Continual Service of Knowledge
It's not often that anyone would bother to review a white paper. After all, a white paper is usually free (perhaps in exchange for your email address) and not that much of an investment in time to read. A white
Pink14: was it worth it?
I've heard more than once that the Pink Elephant conference was something to behold. And if I was only to go once in my lifetime, I wanted it to be this year with Canadian astronaut, Commander Hadfield, as the keynote.
Document management that doesn’t suck
Props to @MylesCarrick for the title. He sparked a conversation on twitter this week with that sentiment. So, I'm wondering what you look for in a document management system. Here's a few things I can think of: 1. Some sort of built-in,
The book that changed my mind
I've talked about my preference for ordered taxonomies before. In another article, I even claimed that folksonomies weren't scalable. Everything is Miscellaneous: The power of the new digital disorder, by David Weinberger may have just changed my mind. Published in