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
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5. 1990-2000 1980-2010 2010-2015 2015-2025
Help Desk
Consultant
Presales
Business Development
Founder
Director
CTO Office
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Leader
Disruptor
Philosopher
Needle Mover
Humanitarian
Nobel Prize Winner
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CAREER
17. “Software should be as
smart as the device it’s
running on.”
(some of) You are here
2 0 1 4
18. “When adoption is nearly instant,
support is nearly irrelevant.”
T I M E S U P
20. “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
24. M I S T A K E S
“The more elaborate our means
of communications, the less we
communicate.”
- Joseph Priestley
25. 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”
26. W E B 1 . 0
“Frequently asked questions never
are, Contact Us never is and
Surveys are like kicking kittens”
27. “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
28. N O A M A Z O N
“Service Catalogs are the phone
books of IT Management, no one
shops at work.”
29. 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.”
30. 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
32. D E V I C E
It’s gone from a phone that takes
pictures, to a camera that makes calls.
33. 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.”
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
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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”
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