Event Details
If Nature Abhors a Vacuum, Why Does Customer Service (CX) Today Suck?
Greek philosopher and mathematician Aristotle in his Physics Book IV, Section 8, is credited with developing the hypothesis of plenism which has evolved into the modern English phrase, “Nature abhors a vacuum.”
The central concept is that every space must be filled with something – even if that something is imperceptible. This notion was later attacked by the atomists who posited that the universe is an aggregate composition of interdependent, indivisible particles.
But what does physics have to do with IT Service Management…
or Customer Experience for that matter?
Most of IT Service Management, from its introduction in the 1980s through to the early 2020s was very much an atomistic framework. Each IT process danced around the others while functioning in a relatively isolated fashion but within a certain set of normative rules that governed that area – the Service Level Agreements (SLA).
The problem is that end users and customers do not experience the customer journey within those process silos. The customer experience runs end-to-end, and the gaps that exist in the hand-offs between those silos are the vacuum which often drive customer experience failures.
But help is on the way in the form of Experience Level Agreements (XLA) which will serve as the plenist champions – filling the voids that exist between IT practices and helping ensure that the experience doesn’t suck!
Join multiple award-winning CX thought leader and influencer, Doug Rabold, for this introduction to XLAs and how they can help you avoid the CX suck effect.
Meeting Details
Where: Virtual Event
When: Friday, November 8, 2024 from 1:00 PM - 2:30 PM.
Zoom Link: Zoom link will be sent to attendees prior to event
Price: FREE for Members & Non-Members. Want to attend in person meetings and events for free in the future? Join Now!
Agenda
1:00–2:00 Presentation: If Nature Abhors a Vacuum, Why Does CX Today Suck?
2:00–2:30 Roundtable/Q&A
Presenter Biography
Doug Rabold
CXO & Principal Consultant, Bold Ray Consulting
Doug Rabold is a distinguished CXO and Principal Consultant at Bold Ray Consulting, renowned for his expertise in customer experience (CX) and IT service management (ITSM). With multiple accolades as an ITSM Thought Leader and CX Influencer, Doug has been recognized as a four-time LinkedIn Top Voice across various domains, including Customer Experience, IT Strategy, Leadership, and Public Speaking. As a certified and award-winning leader in service management, operations, project management, and relationship building, Doug is passionate about public speaking and developing talent. He is dedicated to driving continual improvement through strategic investments in training, development, and technological resources. His commitment to enhancing employee engagement and customer experience consistently elevates both internal and external business outcomes. A 10-time Top 25 Thought Leader and CX Influencer, Doug is also an international keynote speaker, author, and certified trainer. He specializes in delivering exceptional experiences through cultural transformation, empowering organizations to thrive in an ever-evolving landscape. Doug’s insights and dynamic presentations inspire audiences to embrace change and focus on meaningful engagement to achieve lasting success.
Thank You to
Sponsor and Proud Supporter of HDI Steel City Chapter
Attendees (20)
