Spoccast

Informações:

Synopsis

HDI is on the web at https://ubm.io/spoccastFor over 30 years, HDI has partnered with thousands of organizations to improve their customer service and service management performance by educating their people, elevating their processes, and empowering their strategy.

Episodes

  • SPOCcast Episode 28 - Rae Ann Bruno on Customer Wow for IT

    06/08/2020 Duration: 30min

    Episode 28 is an interview with Rae Ann Bruno. Rae Ann is the President of Business Solutions Training, Inc (BST), an organization focused on training and consulting in various areas of ITIL, Knowledge-centered Service (KCS), Service Desk Improvement, Internal Marketing, Metrics and ITIL Process Improvement. Rae Ann was inducted into the HDI Hall of Fame in 2017 and was named one of Cherwell's IT Legends that same year. Rae Ann delivers session 601: Wow Your Customers, Don’t Just Satisfy Them at SupportWorld Live—A Digital Experience. https://supportworldlive.com The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. ©2020 HDI, all rights reserved.

  • SPOCcast Episode 27 - Jason Wischer on Leadership and Listening

    28/07/2020 Duration: 28min

    Jason Wischer is a well-known leader in the HDI Local Chapter community. He'll be delivering Session 405 on this topic at SupportWorld Live - A Digital Experience https://www.hdiconference.com/ The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. ©2020 HDI, all rights reserved.

  • SPOCcast Episode 26 - David Moskowitz on Systems Thinking

    23/06/2020 Duration: 26min

    A conversation with David Moskowitz on systems thinking The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2020 HDI, all rights reserved.

  • SPOCCast Episode 25 - Claire Agutter on Service Management - E-Learning - Women in Tech - More

    19/03/2020 Duration: 29min

    Episode 25 of SPOCcast is an interview with Claire Agutter. Claire is the lead tutor of ITSM Zone, an organisation that specialises in best practice e-learning. Claire is also director of Scopism, and was lead architect for VeriSM, an approach for managing the digital organization. Claire is one of HDI’s top 25 thought leaders for 2020. Scopism: https://www.scopism.com/ ITSMZone: https://itsm.zone/ The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2020 HDI, all rights reserved.

  • SPOCcast Episode 24 - Ben Brennan on Customer Experience for IT

    28/02/2020 Duration: 29min

    Episode 24 is an interview with Ben Brennan. (Twitter: @why) Ben is the author of "Badass IT Support", and inventor of the QSTAC™ metric for IT customer experience. A former psychotherapist and musician, Ben brought his unique background to IT Support in San Francisco a decade ago. Since then, Brennan has helped transform IT teams for some of the country's leading tech firms including Box, Yahoo, Twitter, Jawbone, AOL, and Verizon Media, showing them how great communication, clearly defined and measurable goals, and an irreverent sense of humor can revolutionize a company's IT Department. The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2020 HDI, all rights reserved.

  • SPOCcast Episode 23 - Charles Araujo on Digital Transformation

    14/01/2020 Duration: 27min

    Episode 23 of SPOCcast is an interview with Charles Araujo, industry analyst, keynote speaker and best-selling author of The Quantum Age of IT. Charlie is the founder of The Institute for Digital Transformation, and believes that “what’s coming next represents as fundamental a change in how the world works as did the rise of the industrial age hundreds of years ago.” His email journal, Your Digital Future, is available at https://www.charlesaraujo.com/ The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2020 HDI, all rights reserved.

  • SPOCcast Episode 22 - Deborah Monroe on EQ and the Future of Work

    04/11/2019 Duration: 29min

    Deborah Monroe is a Master EQ Practitioner, an associate with the Institute for Organizational Performance, and an HDI business associate. Her session at Service Management World is called, "If it Weren't for These Freaking People: A Deep Dive into the Pool of Relationships" https://www.smworld.com/conference/Session?session=Session-407-If-it-Weren-39-t-for-These-Freaking-People-A-Deep-Dive-into-the-Pool-of-Relationships-2019-11-12 The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.

  • SPOCcast Episode 21 - Julie Mohr on Disrupton and Knowledge

    09/10/2019 Duration: 28min

    This episode is an interview with international speaker, trainer, and writer Julie Mohr (https://julielmohr.com) on disruption, building a chatbot, and the need for knowledge management. The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.

  • SPOCcast Episode 20 - Barclay Rae on the Evolving Role of IT

    16/09/2019 Duration: 27min

    SPOCcast Episode 20 is an interview with Barclay Rae, one of HDI's Top 25 Thought Leaders, and an internationally-known ITSM consultant. He is a Lead Architect for ITIL4. The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.

  • SPOCcast Episode 19 Michael Kublin on Leadership

    02/09/2019 Duration: 28min

    Michael W. Kublin is the founder and President of PeopleTek, a leadership coaching and development company specializing in helping leaders, teams, organizations, and cultures achieve their full potential. https://www.peopletekcoaching.com The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.

  • SPOCcast Episode 18 - Leslie O'Flahavan on Clear Language

    29/07/2019 Duration: 24min

    Leslie O'Flahavan discusses the importance of clear written communication. Read more at https://www.ewriteonline.com The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.

  • SPOCcast Episode 17 - David Cannon on Strategy

    14/07/2019 Duration: 34min

    David Cannon will deliver a session at Service Management World 2019 called "Strategy: Plain and Simple." http://www.smworld.com/conference/Session?session=Session-305-Strategy-Plain-and-Simple-2019-11-12 The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.

  • SPOCcast Episode 16 - Jeff Toister on Customer Service

    10/06/2019 Duration: 26min

    A conversation with Jeff Toister, author of "Getting Service Right: Overcoming the Hidden Obstacles to Outstanding Customer Service" and other books. His website is at https://www.toistersolutions.com Twitter: https://twitter.com/toister The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.

  • SPOCcast Episode 15 - Donna Knapp on DevOps and ITSM

    13/05/2019 Duration: 33min

    An interview with Donna Knapp, ITSM Academy's curriculum development manager and member of the DevOps Institute's Board of Regents. https://www.linkedin.com/in/donnaknappitsm/ The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.

  • SPOCcast Episode 14 - Michael O'Leary on Remote Support

    19/04/2019 Duration: 23min

    Michael O'Leary is Client Services manager at Southern New Hampshire University. In this episode, Michael describes how his team supports students and staff. The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved. This episode is sponsored by LogMeIn Rescue. https://logmeinrescue.com

  • SPOCcast Episode 13 - Chris Chagnon on Analytics, AI, and User Experience

    05/04/2019 Duration: 28min

    An interview with Chris Chagnon, an IT Service Management (ITSM) Architect who designs, develops, and maintains award-winning experiences for managing and carrying out the ITSM process. Chris is a PhD Candidate studying information systems with a focus on user and service experience. Follow Chris on Twitter @Chagn0n The article referenced in the interview is here: https://www.thinkhdi.com/library/supportworld/2019/self-service-metrics-part-1.aspx The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.

  • SPOCcast Episode 12 - Doug Tedder - Enterprise Service Management and VeriSM™

    10/03/2019 Duration: 28min

    An interview with Doug Tedder, consultant and trainer, about Enterprise Service Management, the VeriSM™ approach, the value of training, and more. This podcast is copyright The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.

  • SPOCcast Episode 11 - Phyllis Drucker on Innovation, Enterprise Service Management and More

    24/02/2019 Duration: 28min

    Phyllis Drucker talks about including the ability to fail, VeriSM™, continuous learning, business partnership with IT, Enterprise Service Management, Information Security, and more, including her sessions at HDI 2019 Conference & Expo http://bit.ly/2VmfZtv The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.

  • SPOCcast Episode 10 - Stephen Mann on ITSM/ESM Technology and More

    06/02/2019 Duration: 29min

    An interview with ITSM analyst, blogger, and speaker Stephen Mann about why implementing service management tools isn't the real task, and how we should be thinking about Enterprise Service Management. The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.

  • SPOCcast Episode 9 - Peter McGarahan on Shift Left and Communicating Value

    25/01/2019 Duration: 30min

    Pete McGarahan provides outstanding influence and contributions to the HDI community. He will be sharing wisdom at HDI 2019 Conference & Expo. http://bit.ly/2Mv5VuK The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2019 HDI, all rights reserved.

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