/04 MARC FEY February 2014 WHO MOVED MY SERVICE DESK? Embracing Change in Challenging Times

/04

WHAT CHANGE LOOKS LIKE FORRESTER RESEARCH CIO FORUM IN WASHINGTON, DC ‣ Business Demands of the Perpetually Connected ‣ BT Explodes: Transforming Into Business-As-A-Service ‣ Driving Business Outcomes ‣ Real-Time Business: Happening At Last ‣ The CIO’s Role in Business Transformation ‣ Driving Business Growth With Better Data ‣ Business Demands of the Perpetually Connected ‣ Driving Business Transformation With Research Integrated Collaboration Technology

/04 ‣ Business Demands of the Perpetually Connected ‣ BT Explodes: Transforming Into Business-As-A-Service ‣ Driving Business Outcomes ‣ Real-Time Business: Happening At Last ‣ The CIO’s Role in Business Transformation ‣ Driving Business Growth With Better Data ‣ Business Demands of the Perpetually Connected ‣ Driving Business Transformation With Integrated Collaboration Technology ‣ Architecting Tomorrow’s Business Outcomes THE BUSINESS FORRESTER RESEARCH CIO FORUM IN WASHINGTON, DC WHAT CHANGE LOOKS LIKE

/04 ‣ How Customer & Business Outcomes Will Drive Your Future ‣ Bulletproofing Your Customer Experience Strategy ‣ Winning the Customer Experience Game ‣ Evolving Role of IT: Inspiring Crazy Loyalty ‣ Lessons From Citizen Engagement ‣ Finding Social Business Value ‣ Driving Customer Experience into Your Business ‣ The Collaboration of Marketing and IT ‣ Simplifying How Technology Drives Business & Empowers Users ‣ Happy Workers Happy Customers FORRESTER RESEARCH CIO FORUM IN WASHINGTON, DC WHAT CHANGE LOOKS LIKE

/04 ‣ How Customer & Business Outcomes Will Drive Your Future ‣ Bulletproofing Your Customer Experience Strategy ‣ Winning the Customer Experience Game ‣ Evolving Role of IT: Inspiring Crazy Loyalty ‣ Lessons From Citizen Engagement ‣ Finding Social Business Value ‣ Driving Customer Experience into Your Business ‣ The Collaboration of Marketing and IT ‣ Simplifying How Technology Drives Business & Empowers Users ‣ Happy Workers Happy Customers FORRESTER RESEARCH CIO FORUM IN WASHINGTON, DC WHAT CHANGE LOOKS LIKE THE CUSTOMER

/04 WHAT THE CHALLENGE LOOKS LIKE I & O CHALLENGES FACING THE BUSINESS GARTNER RESEARCH “The business is dissatisfied with IT’s ability to meet the speed of the desired rate of change, and we know IT service complexity will increase.” (Gartner Research, 2014) Gartner concludes that “the service desk must become more agile and drive a faster flux of new applications and end user needs. It must become a more dynamic business environment” (Jarod Greene, Principal Research Organizations must improve their I&O maturity.

/04 A PRODUCTIVITY JUGGERNAUT In a recent Gartner survey of over 2,000 global executives, Gartner found that they these leaders believe they will need a 20% improvement in performance over and above the current levels to meet business objectives. WHAT THE CHALLENGE LOOKS LIKE Place this information alongside two other pieces of research: Over half of 23,339 surveyed ot handle the stress of my job much longer” And 61% of employees lack sufficient technology to work effectively.

/04 I & O CHALLENGES FACING THE BUSINESS GARTNER RESEARCH “BETTER PEOPLE, PROCESSES, AND TOOLS.” (Gartner) THE SOLUTION: EMPLOYEE ENGAGEMENT, …yours and the internal customers you serve. Research is clear: when employees are engaged, productivity skyrockets. So, these 3 key concepts become a starting point for increasing your IT engagement score and maturing your organization…to meet the productivity challenges before us… Call these STEPS ALONG A PATH WHAT DO WE DO?

/04 R ESILIENCE I N SIGHT A DVOCACY A PRACTICAL APPROACH

/04 CULTURE WINS

/04 HALF EMPTY?

/04 OR HALF FULL?

/04 “Reply All” Bridgestone Commercial

/04

WHO MOVED MY SERVICE DESK? RESILIENCE INSIGHT ADVOCACY

/04 RESILIENCE

/04 “Alex Honnold” 60 Minutes

/04 RESILIENCE INSIGHT ADVOCACY “The power or ability to return to the original form, position after being bent, compressed, or stretched; elasticity; the ability to recover readily; buoyancy.” “The ability to learn—about yourself, about the world around you, about what it takes to adjust to, and to make, change.”* Adaptive Capacity FINDING INSIGHT

/04 RESILIENCE INSIGHT ADVOCACY THE IMPORTANCE OF LEARNING For want of a nail the shoe was lost. For want of a shoe the horse was lost. For want of a horse the rider was lost. For want of a rider the battle was lost. For want of a battle the kingdom was lost. And all for the want of a horseshoe nail. -- Children’s nursery rhyme Adaptive Capacity FINDING INSIGHT

/04 Where do we start? RESILIENCE INSIGHT ADVOCACY ACTION: Initiate honest conversations about employee capacity (how are you doing), what is actionable today, what are the risks and opportunities? (“Resilience 1-page”) Adaptive Capacity FINDING INSIGHT

/04 INSIGHT “I see what I expect.” Annie Dillard

/04 Awareness Test Awareness test video

/04 People and Context RESILIENCE INSIGHT ADVOCACY “While Einstein said he had no special talent aside from being passionately curious (and being possibly the smartest person ever), he also knew how to make time for insight--a skill that's scarce in our present cult of stimulation.” “When asked how he would spend his time if he was given an hour to solve a thorny problem, (Einstein) said he'd spend 55 minutes defining the problem and alternatives and 5 minutes solving it. Which is exactly opposite of what the vast majority of executives today would do.” “Einstein’s Problem-Solving Formula, And Why You’re Doing It All Wrong”, Drake Baer, Fast Company, March 26, FINDING INSIGHT

/04 People and Context RESILIENCE INSIGHT ADVOCACY CUSTOMER FEEDBACK

/04 RESILIENCE INSIGHT ADVOCACY REFRAMING & RESHAPING THE TENSION ‣ “Collaborative and Supportive Environments enhance the creative & problem-solving processes.” ‣ “Purposive Reframing: Finding a lens through which the current reality can be reshaped into a healthier and more productive outcome.” ‣ “Sharpen an individual’s alertness to new information and his or her skill at ‘sense making’ in the midst of confusion.” Thomas, Robert J., Kindle Locations Harvard Business Review Press. CUSTOMER FEEDBACK

/04 RESILIENCE INSIGHT ADVOCACY WHERE DO WE START? STARTING POINT

/04 RESILIENCE INSIGHT ADVOCACY ACTION: Initiate honest conversations about 1) Are we giving time to creative insight and problem solving, 2) Have we articulated “Who we serve,” “What is the context (physical & personal situation)?” and “How robust is our commitment to customer feedback?” (“INSIGHT 1-PAGE”) STARTING POINT

/04 ADVOCACY MINDSET Offer the Best Product & Services ‣ Intelligent ‣ Elegant ‣ Meets Needs ‣ Easy ‣ Delights

/04 RESILIENCE INSIGHT ADVOCACY Products: Intelligent & Elegant PRODUCT STRENGTH

/04 Is our product intelligent & elegant? Does it meet today’s needs? Is it easy to use? Does it delight our customers (and their customers)? TOUGH QUESTIONS

/04 RESILIENCE INSIGHT ADVOCACY Services: Intelligent & Elegant SERVICES STRENGTH

/04 YOUR LOGO HERE Advocacy Meets needs Easy to use Delightful to our customers TOUGH QUESTIONS Is our product intelligent & elegant? Does it meet today’s needs? Is it easy to use? Does it delight our customers (and their customers)?

/04 RESILIENCE INSIGHT ADVOCACY ADVOCACY SKILLS: Individual Skills “Deep, mutually beneficial, & voluntary. Built on a basis of likability, trustworthiness, & quality. In order to be successful, you have to go beyond transactions; sell them on your dream.” (Guy Kawasaki) GUY KAWASAKI “How to Engage and Enchant Your Customers” SKILLS BUILDING

/04 RESILIENCE INSIGHT ADVOCACY ADVOCACY SKILLS: Individual Skills ‣ Practical: “Duchenne,” the smile that engages people ‣ Problem-solving: meet the need, make it easy, tee it up for people to be delighted, if possible. ‣ Proactive & Purposeful: Default mode is to advocate for the person you are serving. GUY KAWASAKI “How to Engage and Enchant Your Customers” SKILLS BUILDING

/04 RESILIENCE INSIGHT ADVOCACY Management/Leadership Skills...TEAM FOCUS (stay tuned…) SKILLS BUILDING

/04 RESILIENCE INSIGHT ADVOCACY WHERE DO WE START? ACTION: Evaluate the quality of your products and services (Meets needs, Easy to use, Delights). Discuss: Do we have a plan to develop individuals’ skills needed to deliver “customer advocacy services” (“ADVOCACY 1-PAGE”) STARTING POINT

/04 “If you want to build a ship, don’t drum up the men to gather the wood, divide the work, and give the orders. Instead, teach them to yearn for the vast and endless sea.” -- Antoine de St Exupery

/04 THANK YOU! If you would like the 1-page tools, or you have questions or comments: Subject: 1-PAGES

/04 MARC FEY February 2014 WHO MOVED MY SERVICE DESK? Embracing Change in Challenging Times