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It's Not Self-Service if it Actually Empowers People
It's Not Self-Service if it Actually Empowers People
It's Not Self-Service if it Actually Empowers People
It's Not Self-Service if it Actually Empowers People
It's Not Self-Service if it Actually Empowers People
It's Not Self-Service if it Actually Empowers People
It's Not Self-Service if it Actually Empowers People
It's Not Self-Service if it Actually Empowers People
It's Not Self-Service if it Actually Empowers People
It's Not Self-Service if it Actually Empowers People
It's Not Self-Service if it Actually Empowers People
It's Not Self-Service if it Actually Empowers People
It's Not Self-Service if it Actually Empowers People
It's Not Self-Service if it Actually Empowers People
It's Not Self-Service if it Actually Empowers People
It's Not Self-Service if it Actually Empowers People
It's Not Self-Service if it Actually Empowers People
It's Not Self-Service if it Actually Empowers People
It's Not Self-Service if it Actually Empowers People
It's Not Self-Service if it Actually Empowers People
It's Not Self-Service if it Actually Empowers People
It's Not Self-Service if it Actually Empowers People
It's Not Self-Service if it Actually Empowers People
It's Not Self-Service if it Actually Empowers People
It's Not Self-Service if it Actually Empowers People
It's Not Self-Service if it Actually Empowers People
It's Not Self-Service if it Actually Empowers People
It's Not Self-Service if it Actually Empowers People
It's Not Self-Service if it Actually Empowers People
It's Not Self-Service if it Actually Empowers People
It's Not Self-Service if it Actually Empowers People
It's Not Self-Service if it Actually Empowers People
It's Not Self-Service if it Actually Empowers People
It's Not Self-Service if it Actually Empowers People
It's Not Self-Service if it Actually Empowers People
It's Not Self-Service if it Actually Empowers People
It's Not Self-Service if it Actually Empowers People
It's Not Self-Service if it Actually Empowers People
It's Not Self-Service if it Actually Empowers People
It's Not Self-Service if it Actually Empowers People
It's Not Self-Service if it Actually Empowers People
It's Not Self-Service if it Actually Empowers People
It's Not Self-Service if it Actually Empowers People
It's Not Self-Service if it Actually Empowers People
It's Not Self-Service if it Actually Empowers People
It's Not Self-Service if it Actually Empowers People
It's Not Self-Service if it Actually Empowers People
It's Not Self-Service if it Actually Empowers People
It's Not Self-Service if it Actually Empowers People
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It's Not Self-Service if it Actually Empowers People

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Self-Service was a methodology that served us well when we didn't have electric cars. Assistance served us well until we had driverless vehicles. In 2014 people have a different relationship to …

Self-Service was a methodology that served us well when we didn't have electric cars. Assistance served us well until we had driverless vehicles. In 2014 people have a different relationship to technology. In 2014 people are enabled by technology, it's an extension of their nature and personality. Creating information platforms disrupts the enterprise and brings about a cultural revolution. Stop building portals, starting empowering contemplative technology. Presenter: Chris Dancy, BMC

CHRISTORY- https://www.vizify.com/chrisdancy

CAREER- http://www.linkedin.com/in/chrisdancy

MEET IN PERSON: http://www.servicesphere.com/future-events/

PRESS- http://www.chrisdancy.com

Feel free to reach out at chris.dancy@gmail.com, +1-303- 872-0786, or by texting "chrisdancy" to 50500.

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  • Monday, October 21, 2013 – OR – Tuesday, October 22, 201312:45 pm – OR – 12:30 pmIt's Not Self-Service if it Actually Empowers People Self-Service was a menology that served us well when we didn't have electric cars. Assistance served us well until we had driverless vehicles. In 2014 people have a different relationship to technology. In 2014 people are enabled by technology, it's an extension of their nature and personality. Creating information platforms disrupts the enterprise and brings about a cultural revolution. Stop building portals, starting empowering contemplative technology. Presenter: Chris Dancy, BMC
  • Get contentAsk Questions in the chat for webext or twitter using the hashtag
  • The past five months of 2013 have been incredible.Major Tech publications like TechCrunch, WiredMain stream publications like The Financial TimesTelevision and RadioAn Awareness of the Future can create a stir. Oddly enough, all I did in the presentation that caused the attention was a really obscure skill from the 90’s….back then we called it “THINKING”
  • Amazon.com Help: Connect to a Tech Advisor with the Mayday Button
  • Transcript

    • 1. It's Not Self-Service If it Actually Empowers People
    • 2. CHRISTORY OF CUSTOMER SERVICE CUSTOMER RELATIONSHIPS MISTAKES DECISIONS CULTURE a G E N D a
    • 3. The World's Most Connected Human?
    • 4. 1990-2000 1980-2010 2010-2015 2015-2025 Help Desk Consultant Presales Business Development Founder Director CTO Office Media Personality Leader Disruptor Philosopher Needle Mover Humanitarian Nobel Prize Winner Philanthropist CAREER
    • 5. 22000183
    • 6. 1 9 9 3
    • 7. 1 9 9 6
    • 8. 1 9 9 8
    • 9. 2 0 0 3
    • 10. 2 0 0 7
    • 11. 2 0 0 9
    • 12. 2 0 1 0
    • 13. 2 0 1 1
    • 14. “Shoving a web form on a tablet is like strapping rockets on a donkey” 2 0 1 2
    • 15. “Location isn’t context, it’s stable stakes for Today’s devices” 2 0 1 3
    • 16. “Software should be as smart as the device it’s running on.” (some of) You are here 2 0 1 4
    • 17. “When adoption is nearly instant, support is nearly irrelevant.” T I M E S U P
    • 18. “People are not machines, but in every situation where they are given the choice, they will behave like machines.” -Ludwig von Bertalanffy C U S T O M E R
    • 19. Machine Consistency Machine Mimicry Machine Identity C U S T O M E R
    • 20. Consumerization of the Enterprise Vs. Corporatization of the Individual C U S T O M E R
    • 21. C U S T O M E R
    • 22. M I S T A K E S “The more elaborate our means of communications, the less we communicate.” - Joseph Priestley
    • 23. S E L F E S T E E M “If I needed to be reminded of how inadequate and needy I am, I would stay home with my spouse”
    • 24. W E B 1 . 0 “Frequently asked questions never are, Contact Us never is and Surveys are like kicking kittens”
    • 25. “Let's be clear when you have someone to fill out a web form there doing your process” W E B F O R M S
    • 26. N O A M A Z O N “Service Catalogs are the phone books of IT Management, no one shops at work.”
    • 27. N O A P P L E “You’re no Apple, You’re no Google, No piece of software will make you like them, a billion dollars will.”
    • 28. I N F O S H I P S "More computing sins are committed in the name of efficiency, without necessarily achieving it, than for any other single reason - including blind stupidity.” -W.A. Wulf
    • 29. S O L O M A T I O N
    • 30. D E V I C E It’s gone from a phone that takes pictures, to a camera that makes calls.
    • 31. D E V I C E • 2 GB RAM • WiFi 802.11 a/b/g/n/ac (HT80) • GPS / GLONASS • NFC, Bluetooth® 4.0 (LE) • IR LED (Remote Control), MHL 2.0 • Accelerometer • RGB light • Geomagnetic • Proximity • Gyro, • Barometer • Temperature & Humidity • Gesture • Heart Rate Sensor • Finger Scanner • Dust & Water Resistant • 16MP rear-facing camera “Mobile devices have more tech than a space shuttle and you’re asking people to auto-correct their way to begging for support.”
    • 32. C O N T E X T U A L
    • 33. A N O N Y M O U S
    • 34. E P H E M E R A L
    • 35. D A T A "A child of five could understand this. Fetch me a child of five.” -Groucho Marx
    • 36. C O N V E N I E N C E
    • 37. DRIVER RATES ME I RATE THE DRIVER D A T A
    • 38. D A T A
    • 39. “Your service desk doesn’t need an app, it needs an API” D A T A
    • 40. C U L T U R E Full Service Self Service Physical Virtual
    • 41. C U L T U R E
    • 42. C U L T U R E
    • 43. C U L T U R E
    • 44. C U L T U R E
    • 45. Would you treat your “self” with that “service”?
    • 46. Thanks for Attending!

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