Are Chatbots Bad for Customer Service?
Chatbots are becoming a common part of our everyday online interactions. They help us with directions, to order food, and increasingly, they provide customer service. Many commercial websites have a chatbot cheerfully greet us on landing, standing ready to respond
KCS and ITIL, more complementary than ever
Knowledge Centered Service was developed independently of ITIL, but it turns out that it's quite complementary, fitting in nicely with both incident management and problem management, in particular. With the release of ITIL4, there are even more reasons to see
Helping Employees Meet the Demands of Ever-Changing IT
Technology continues to advance at an exponential rate, and businesses are struggling to keep up. One way to stay relevant in a crowded, sophisticated marketplace is to employ workers who can emulate the dizzying pace of progress. That isn't as
5 steps to better search with RightNow Answers
I've been working on an interesting project with a higher education institution. They have Oracle Service Cloud Enterprise, which ships Knowledge Foundation as standard. Knowledge Foundation is what used to be known as RightNow Answers. They came to me with
ITIL as Dr Seuss: A challenge
One of our biggest challenges in service management is explaining what it is and why it's useful. The ITIL definition is dry and completely unsellable. A set of specialised organisational capabilities for providing value to customers in the form of services. It's
The Return of Service
You know, it's funny. In this app economy we're working in, you can buy just about anything as-a-service. And yet we—the makers, the designers, the writers, the product marketers, etc—are trying out all kinds of different marketing and pricing recipes
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
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