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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?
It's Not Self-Service if it Actually Empowers People
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
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
It's Not Self-Service if it Actually Empowers People
“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
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 for any other 
single reason - including blind 
stupidity.” 
-W.A. Wulf
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 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.”
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
It's Not Self-Service if it Actually Empowers People
Would you treat your “self” 
with that “service”?
Thanks for Attending!

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

  • 1. It's Not Self-Service If it Actually Empowers People
  • 2. CHRISTORY OF CUSTOMER SERVICE CUSTOMER RELATIONSHIPS MISTAKES DECISIONS CULTURE a G E N D a
  • 3. The World's Most Connected Human?
  • 5. 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
  • 7. 1 9 9 3
  • 8. 1 9 9 6
  • 9. 1 9 9 8
  • 10. 2 0 0 3
  • 11. 2 0 0 7
  • 12. 2 0 0 9
  • 13. 2 0 1 0
  • 14. 2 0 1 1
  • 15. “Shoving a web form on a tablet is like strapping rockets on a donkey” 2 0 1 2
  • 16. “Location isn’t context, it’s stable stakes for Today’s devices” 2 0 1 3
  • 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
  • 21. Machine Consistency Machine Mimicry Machine Identity C U S T O M E R
  • 22. Consumerization of the Enterprise Vs. Corporatization of the Individual C U S T O M E R
  • 23. 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
  • 31. S O L O M A T I O N
  • 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.”
  • 34. C O N T E X T U A L
  • 35. A N O N Y M O U S
  • 36. E P H E M E R A L
  • 37. D A T A "A child of five could understand this. Fetch me a child of five.” -Groucho Marx
  • 38. C O N V E N I E N C E
  • 39. DRIVER RATES ME I RATE THE DRIVER D A T A
  • 40. D A T A
  • 41. “Your service desk doesn’t need an app, it needs an API” D A T A
  • 42. C U L T U R E Full Service Self Service Physical Virtual
  • 43. C U L T U R E
  • 44. C U L T U R E
  • 45. C U L T U R E
  • 46. C U L T U R E
  • 48. Would you treat your “self” with that “service”?

Hinweis der Redaktion

  1. 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
  2. Get contentAsk Questions in the chat for webext or twitter using the hashtag
  3. 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”
  4. Amazon.com Help: Connect to a Tech Advisor with the Mayday Button