#TFT14 Sean McClean Crushing the Compass: Directionless Learning?
#TFT14 Peter Johnson, Customer Service Revolution
22
Peter Johnson The (customer service) revolution will not be tweeted
-
Upload
tft-presentations-tomorrows-it-service-future-today -
Category
Business
-
view
191 -
download
0
description
Yes, we're most of us agreed that we need to do the customer service thing better - you only need to look down (or up) this list to see that. There are many 140 character (and other) instant gurus offering you their version of the quick fix: "all you need to do is a,b,c"; or "1,2,3" They've been at it for years - if it were that simple, we'd have nailed it long ago. With thanks for Ca Technologies for sponsoring TFT14 slides. For a free trial of Nimsoft go to bit.ly/1df6jY7
Transcript of #TFT14 Peter Johnson, Customer Service Revolution
![Page 1: #TFT14 Peter Johnson, Customer Service Revolution](https://reader033.fdocuments.in/reader033/viewer/2022052523/5552ced2b4c90581158b50de/html5/thumbnails/1.jpg)
Peter Johnson
The (customer service) revolution will not be
tweeted
![Page 2: #TFT14 Peter Johnson, Customer Service Revolution](https://reader033.fdocuments.in/reader033/viewer/2022052523/5552ced2b4c90581158b50de/html5/thumbnails/2.jpg)
#PeterJohnson
#FairdayResearchLimited
![Page 3: #TFT14 Peter Johnson, Customer Service Revolution](https://reader033.fdocuments.in/reader033/viewer/2022052523/5552ced2b4c90581158b50de/html5/thumbnails/3.jpg)
#140CharactersIsNotEnough
![Page 4: #TFT14 Peter Johnson, Customer Service Revolution](https://reader033.fdocuments.in/reader033/viewer/2022052523/5552ced2b4c90581158b50de/html5/thumbnails/4.jpg)
#ParadigmChange ≠ #PracticeChange
![Page 5: #TFT14 Peter Johnson, Customer Service Revolution](https://reader033.fdocuments.in/reader033/viewer/2022052523/5552ced2b4c90581158b50de/html5/thumbnails/5.jpg)
#CantDumbDownParadigmChange
![Page 6: #TFT14 Peter Johnson, Customer Service Revolution](https://reader033.fdocuments.in/reader033/viewer/2022052523/5552ced2b4c90581158b50de/html5/thumbnails/6.jpg)
#ITSMAsAParadigm
![Page 7: #TFT14 Peter Johnson, Customer Service Revolution](https://reader033.fdocuments.in/reader033/viewer/2022052523/5552ced2b4c90581158b50de/html5/thumbnails/7.jpg)
#ParadigmLifecycle
![Page 8: #TFT14 Peter Johnson, Customer Service Revolution](https://reader033.fdocuments.in/reader033/viewer/2022052523/5552ced2b4c90581158b50de/html5/thumbnails/8.jpg)
#TheoryBehindTheITSMParadigm
![Page 9: #TFT14 Peter Johnson, Customer Service Revolution](https://reader033.fdocuments.in/reader033/viewer/2022052523/5552ced2b4c90581158b50de/html5/thumbnails/9.jpg)
#ScientificManagement #Taylorism
![Page 10: #TFT14 Peter Johnson, Customer Service Revolution](https://reader033.fdocuments.in/reader033/viewer/2022052523/5552ced2b4c90581158b50de/html5/thumbnails/10.jpg)
#SystemsThinking #Cybernetics
![Page 11: #TFT14 Peter Johnson, Customer Service Revolution](https://reader033.fdocuments.in/reader033/viewer/2022052523/5552ced2b4c90581158b50de/html5/thumbnails/11.jpg)
#Taylorism|#Cybernetics|#ITSM = #Control
![Page 12: #TFT14 Peter Johnson, Customer Service Revolution](https://reader033.fdocuments.in/reader033/viewer/2022052523/5552ced2b4c90581158b50de/html5/thumbnails/12.jpg)
#PracticalProblems
![Page 13: #TFT14 Peter Johnson, Customer Service Revolution](https://reader033.fdocuments.in/reader033/viewer/2022052523/5552ced2b4c90581158b50de/html5/thumbnails/13.jpg)
#TheoreticalandPhilosophicalProblems
![Page 14: #TFT14 Peter Johnson, Customer Service Revolution](https://reader033.fdocuments.in/reader033/viewer/2022052523/5552ced2b4c90581158b50de/html5/thumbnails/14.jpg)
#Flawed
![Page 15: #TFT14 Peter Johnson, Customer Service Revolution](https://reader033.fdocuments.in/reader033/viewer/2022052523/5552ced2b4c90581158b50de/html5/thumbnails/15.jpg)
#ToTheNew
![Page 16: #TFT14 Peter Johnson, Customer Service Revolution](https://reader033.fdocuments.in/reader033/viewer/2022052523/5552ced2b4c90581158b50de/html5/thumbnails/16.jpg)
#HumanToHumanService
![Page 17: #TFT14 Peter Johnson, Customer Service Revolution](https://reader033.fdocuments.in/reader033/viewer/2022052523/5552ced2b4c90581158b50de/html5/thumbnails/17.jpg)
#Autonomy
![Page 18: #TFT14 Peter Johnson, Customer Service Revolution](https://reader033.fdocuments.in/reader033/viewer/2022052523/5552ced2b4c90581158b50de/html5/thumbnails/18.jpg)
#Motivation #Values
![Page 19: #TFT14 Peter Johnson, Customer Service Revolution](https://reader033.fdocuments.in/reader033/viewer/2022052523/5552ced2b4c90581158b50de/html5/thumbnails/19.jpg)
#Lumiere
Control Values
Chaos
![Page 21: #TFT14 Peter Johnson, Customer Service Revolution](https://reader033.fdocuments.in/reader033/viewer/2022052523/5552ced2b4c90581158b50de/html5/thumbnails/21.jpg)
![Page 22: #TFT14 Peter Johnson, Customer Service Revolution](https://reader033.fdocuments.in/reader033/viewer/2022052523/5552ced2b4c90581158b50de/html5/thumbnails/22.jpg)
With thanks to our slides sponsor, CA Technologies
Try Nimsoft for free at
ca.com/NSD-trial