QSTAC®

“28% of tickets are STILL (emphasis mine) password resets.” There are tools that solve for this, “this number should be 4-6%.” -Jeff Rumburg of @MetricNet at #smworld. Fantastic talk on #ESM that goes into machine learning, AI, and what the future of work should look like.

Oh, I'll tell you what's wrong with this #survey! 1) Don't they know if you're a Sir or a Mam? Can't they use yr name? 2) But they CAN & DID contact you! 3) "More valuable" than what? 4) How is a 9 average? 5) What would a 1 be? Despicable? Abhorrent?Repulsive? #CXQOTD #CSAT #CX

The reason IT leaders struggle to improve IT Experience is almost always that they are afraid to admit and accept how bad their experience is at baseline. If you’re not afraid to admit there’s a problem, and you’re ready to fix it, come to our #smworld super panel tomorrow🎸🤘

Conference Strategy: To avoid missing our friends’ session this week, we talked them into joining a power panel! Can’t wait to see Maddie, Tom and Doug share one stage at #smworld

@ThinkHDI It was through HDI that I first publicly introduced #ITXM to the ITSM industry. Seeing more companies go all in on IT Experience Management since then is a testament to how powerful HDI’s voice is. Appreciative for all the opportunities over the years! 👉 ITXM.com

#SMWorld speaker Ben Brennan, CEO of @qstac, discusses why #IT Experience Management is the secret to awesome #ServiceManagement in his session this year at Service Management World! Check it out: informatech.co/3oisir8 #ITSM #ITXM

@JonathanBoyd4 @gtsanker @slabodnick @JonathanBoyd4 This is right on. Well said. It’s the resulting subjective feeling when what they perceive to happen meets their expectations in the context of the relationship. And like @gtsanker said, customers aren’t thinking “experience”, they feel it.

@gtsanker @slabodnick That's why experience is quite nebulous. It's not one thing it's, a perception by an individual as they compair their feelings to other similar experiences.

Sometime, customers aren’t consciously thinking about “experience”. Sometimes they just want it to work, so they can focus on what they do. #CX #CustomerExperience

🎧 [Podcast] #AI and the #FutureOfWork hosted by our @dturchin : Ben Brennan, @qstac #CEO and author of Badass IT Support, discusses how to quantify the #employeeexperience #thoughtleader #podcasts podcasts.apple.com/us/podcast/ben…

If you didn't take the time to understand your customers before making changes, don't act surprised when you don't understand the outcomes. #CX #VoC #CustomerExperience

Want to know one of the most important factors in understanding the true culture of an organization? The things that leaders will allow other leaders to get away with. #EX #CX #Culture #Leadership

@jeffsussna @bhaines0 ITIL is fine for what it is, the problematic stuff happens when it becomes a religion and people focus on ITIL rather than the humans we exist to empower. ITIL’s legacy is that how IT was run for 30 years has driven a wedge between IT and the business that we now must remove.

@jeffsussna @bhaines0 Maybe not *force*, sure, but certainly incentivizes behaviors that clearly, historically, and increasingly result in IT departments having the reputation of a tone deaf, necessary evil. That’s the real problem. It leads teams astray, not by force, but regardless that’s the result

@jeffsussna @bhaines0 IT exists to power humans to do their jobs better and to help the company succeed. Period. Folks with great intentions get so caught up with ITIL they lose the forest for the trees and forget a VERY important principle. It’s about them, not us. We’re here for the business, not IT

@jeffsussna @bhaines0 Not being cheeky, honest question: What about ITIL incentivizes the right CX behavior? CX has always been ITIL’s Achilles heel/blindspot because it has never provided a way to understand, accurately measure, or improve the human experience their customers have. Result: awful CX

@jennysuedempsey "rocking chair rule" credit: Tony Robbins on some random blog somewhere. The rocking chair rule changes lives.

@jennysuedempsey Recipe for the best year of your life: 1) Start every morning with a simple list of 3 things to feel grateful for. 2) For every decision: Imagine 80 year old Jenny on a rocking chair on a porch somewhere, and ask her what she thinks you should do. 3) Take more time off.

I'm about to turn 3-9. Give me your best life advice for the last year of my 30s. #advice

All #ITSM improvement efforts MUST begin with a solid understanding of how employees experience IT. This is what I learned as a CIO needing to rapidly drive improvements, says @GTSanker #CIO #ServiceDesk #ITSM #EX sysaid.com/blog/itsm/prio…

In this blog @GTSanker looks at how to introduce a new way to prioritize improvement work in direct alignment with EX. #ITSM #servicedesk #EX sysaid.com/blog/itsm/prio… #ITXM

Super simple principles in fundraising: never lie, never hide facts from investors, obey the law, honor your contracts.