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It's Not Self-Service 
If it Actually Empowers People
CHRISTORY OF CUSTOMER SERVICE 
CUSTOMER 
RELATIONSHIPS 
MISTAKES 
DECISIONS 
CULTURE 
a G E N D a
The World's Most Connected Human?
1990-2000 1980-2010 2010-2015 2015-2025 
Help Desk 
Consultant 
Presales 
Business Development 
Founder 
Director 
CTO Off...
22000183
1 9 9 3
1 9 9 6
1 9 9 8
2 0 0 3
2 0 0 7
2 0 0 9
2 0 1 0
2 0 1 1
“Shoving a web form on a tablet 
is like strapping rockets on a donkey” 
2 0 1 2
“Location isn’t context, it’s stable stakes for 
Today’s devices” 
2 0 1 3
“Software should be as 
smart as the device it’s 
running on.” 
(some of) You are here 
2 0 1 4
“When adoption is nearly instant, 
support is nearly irrelevant.” 
T I M E S U P
“People are not machines, but in 
every situation where they are 
given the choice, they will 
behave like machines.” 
-Lu...
Machine Consistency Machine Mimicry 
Machine Identity 
C U S T O M E R
Consumerization of the 
Enterprise 
Vs. 
Corporatization of the Individual 
C U S T O M E R
C U S T O M E R
M I S T A K E S 
“The more elaborate our means 
of communications, the less we 
communicate.” 
- Joseph Priestley
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”
W E B 1 . 0 
“Frequently asked questions never 
are, Contact Us never is and 
Surveys are like kicking kittens”
“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
N O A M A Z O N 
“Service Catalogs are the phone 
books of IT Management, no one 
shops at work.”
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....
I N F O S H I P S 
"More computing sins are 
committed in the name of 
efficiency, without necessarily 
achieving it, than...
S O L O M A T I O N
D E V I C E 
It’s gone from a phone that takes 
pictures, to a camera that makes calls.
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 Co...
C O N T E X T U A L
A N O N Y M O U S
E P H E M E R A L
D A T A 
"A child of five could understand 
this. Fetch me a child of five.” 
-Groucho Marx
C O N V E N I E N C E
DRIVER RATES ME I RATE THE DRIVER 
D A T A
D A T A
“Your service desk doesn’t need 
an app, it needs an API” 
D A T A
C U L T U R E 
Full Service 
Self Service 
Physical 
Virtual
C U L T U R E
C U L T U R E
C U L T U R E
C U L T U R E
Would you treat your “self” 
with that “service”?
Thanks for Attending!
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 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.

Published in: Technology, Business

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

  1. 1. It's Not Self-Service If it Actually Empowers People
  2. 2. CHRISTORY OF CUSTOMER SERVICE CUSTOMER RELATIONSHIPS MISTAKES DECISIONS CULTURE a G E N D a
  3. 3. The World's Most Connected Human?
  4. 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. 5. 22000183
  6. 6. 1 9 9 3
  7. 7. 1 9 9 6
  8. 8. 1 9 9 8
  9. 9. 2 0 0 3
  10. 10. 2 0 0 7
  11. 11. 2 0 0 9
  12. 12. 2 0 1 0
  13. 13. 2 0 1 1
  14. 14. “Shoving a web form on a tablet is like strapping rockets on a donkey” 2 0 1 2
  15. 15. “Location isn’t context, it’s stable stakes for Today’s devices” 2 0 1 3
  16. 16. “Software should be as smart as the device it’s running on.” (some of) You are here 2 0 1 4
  17. 17. “When adoption is nearly instant, support is nearly irrelevant.” T I M E S U P
  18. 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. 19. Machine Consistency Machine Mimicry Machine Identity C U S T O M E R
  20. 20. Consumerization of the Enterprise Vs. Corporatization of the Individual C U S T O M E R
  21. 21. C U S T O M E R
  22. 22. M I S T A K E S “The more elaborate our means of communications, the less we communicate.” - Joseph Priestley
  23. 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. 24. W E B 1 . 0 “Frequently asked questions never are, Contact Us never is and Surveys are like kicking kittens”
  25. 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. 26. N O A M A Z O N “Service Catalogs are the phone books of IT Management, no one shops at work.”
  27. 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. 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. 29. S O L O M A T I O N
  30. 30. D E V I C E It’s gone from a phone that takes pictures, to a camera that makes calls.
  31. 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. 32. C O N T E X T U A L
  33. 33. A N O N Y M O U S
  34. 34. E P H E M E R A L
  35. 35. D A T A "A child of five could understand this. Fetch me a child of five.” -Groucho Marx
  36. 36. C O N V E N I E N C E
  37. 37. DRIVER RATES ME I RATE THE DRIVER D A T A
  38. 38. D A T A
  39. 39. “Your service desk doesn’t need an app, it needs an API” D A T A
  40. 40. C U L T U R E Full Service Self Service Physical Virtual
  41. 41. C U L T U R E
  42. 42. C U L T U R E
  43. 43. C U L T U R E
  44. 44. C U L T U R E
  45. 45. Would you treat your “self” with that “service”?
  46. 46. Thanks for Attending!

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