Episode 44 – rolling up Series 1 and looking forward to Series 2

We start with fish as possible cheap labour – yes. But then move on seriously to review the podcasts to date, our guests and topics over the last year. So many great sessions to review across the industry. We’re all getting out a bit more and attending events – we’ll also be at the SITS show in London 11th/12th May. Some of the themes keep coming back around the importance and need for focus on people, and experience – that’s what we’re talking about more and more, not just about Ai and bots… It’s also great to be in the same room with people..!. With Ian and Barclay

Episode 43 with Karen Ferris – nobody planned the pandemic, but we all got the ‘why’.

This week’s guest is the multi-talented Karen Ferris – as author, trainer, consultant, who ‘accidentally’ wrote a book on Change – ‘Balanced Diversity’. We discuss a lot of current topics initially, from the value of horse-power and internet enabled cows to experience management. We also focus on the approach that Karen espouses in Balanced Diversity. The good new is that its quite straightforward – it’s about the ’why’, having good conversations and ongoing dialogue to engage people and bring them with us. Part of the challenge is to get people on board and remove their fears and uncertainties. All this takes time of course and that’s why many projects fail due to lack of realistic planning and the need for re-work. There’s a great example that comes up about how ‘nobody planned the pandemic’ – but still everyone ‘got it’ – ie had a shared sense of commitment. Thanks to Karen for a great discussion and also for getting up in the middle of the night to join us

Episode 42 – the beatings will continue until experience improves… With Tim Flower

This week’s guest is Tim Flower, a highly experienced IT thought leader and podcaster, with a wealth of varied experience across our industry. He is the Director of Business transformation at Nexthink and host of the Digital Experience DEC podcast. The discussion centres around the developing world of Experience Management, XLAs, SLAs, SLDs, - with a focus on the ‘A’ – i.e. the ‘agreement. ‘ An XLA takes a village’ - we discuss, and also look at the current realistic and practical uptake of XLAs, and other aspects of how we can improve collaboration and data assimilation around service delivery, particularly in the new word of work… And yes we end up in the bar...

Episode 41 – to infinity and beyond experience management…with Greg Sanker.

What do we mean by Experience Management? How do we make it work? Should we co-create experiences..? Are we going too far with this? Our guest this week is Greg Sanker, who works as CIO periodically, as well as podcasting, tweeting and authoring on ITSM and IT management. The conversation moves swiftly around enterprise and IT service management, then we look at experience from a fascinating ‘governance’ perspective. It’s not just asking people about their experience, maybe its also about already knowing this… Somehow we end up agreeing and having a drink at the bar.

Episode 62 – socks and SIAM with Claire Agutter

Episode 61 – co-creating value (forever) with David Barrow

Episode 60 – The 2022 review, with Ian and Barclay, plus a poetic bot…

Episode 59 – with Duncan Watkins – EX/CX – Different approaches, different drivers, different results

Episode 58 – The Mapping and Tea one with Simon Wardley

Episode 57 with Karen Brusch – the service design, swan and stress one…

Episode 56 – The People and culture (not HR) one with Lisa Thomson

Episode 55 – The leadership one with Sherry Bevan

Episode 54 – the Experience Management one with Alan Nance

Episode 53 – with Jeffrey Tefertiller. Stop worrying about FCR and uptime…

Episode 52 with Sandra Whittleston – the education and academia episode

Episode 51 – the Big Picture – Dutch Master..? With Rob Akershoek

Episode 50 – Not ‘framework fetishism’ with Dave van Herpen

Episode 49 – the one about the industry, live from SITS

Episode 48 with Suresh GP – Insights on SRE (Site reliability engineering)

Episode 47 – live from SITS with David Wright from SDI – how do we maintain the Covid agility?

Episode 46 with (Sir) David Ratcliffe – people, people, people…we need the basics!

Episode 45 with Guest: Matthew Burrows

Episode 44 – rolling up Series 1 and looking forward to Series 2

Episode 43 with Karen Ferris – nobody planned the pandemic, but we all got the ‘why’.

Episode 42 – the beatings will continue until experience improves… With Tim Flower

Episode 41 – to infinity and beyond experience management…with Greg Sanker.

Episode 40 with Alan Berkson – industry insights – using PET to build trust …?!

Episode 39 with Paul Wilkinson – changing behaviours by changing habits…

Episode 38 with Sally Bogg – understanding the value of shared purpose and passion

Episode 37, with James Finister – ‘human governance and ISO38500 in a post agile world…’?!

Episode 36. Just us – what have we done..?!

Episode 35 – with Ryan Ogilvie – IT are terrible at Marketing

Episode 34 – Don’t take this too seriously, with Ivor MacFarlane

Episode 33 with Matt Beran – ESM/ Digital Experience? Or just ‘Work’?

Episode 32 – with Nathan McDonald. Service Management should be coaching, not ‘42’…

Episode 31 – the one with Rob England.. You don’t need to be a bas**rd…!

Episode 30 – ‘Everyone owns the flow…’ with guest Jon Stevens Hall

Episode 29, with the IT Paradigmologist, Mark Smalley.

Episode 28 – with Kevin J Smith – Happiness (at work) is contagious, spread the love

Episode 27 – Don’t talk about ESM – with Darren Rose (Vinci) and Pat Bolger (Hornbill)

Episode 26 – with Shane Carlson – ‘moments that matter’ in the experience economy

Episode 25 – with guest Charles Araujo – the Quantum age of ESM..?

Episode 24 – with Stuart Rance, the ‘Harlequin’

Episode 23 – with the Professor – Dr Mauricio Corona. ‘Robots, Co-bots, Chatbots and good business…’

Episode 22 – With John Custy – You can’t talk about value unless you can talk about cost.

Episode 21 – ESM, what’s in a name? – with Stephen Mann

Episode 20 – the review with Mr and Mrs Nobody. .?

Episode 19 with Simone Jo Moore – Empathetic Science Mindset, flow and other mixologist tales

Episode 18 – with Troy Du Moulin – How wide is your sense of us?

Episode 17.5 – the ‘News Special’ podcast episode with Ken Gonzalez

Episode 17 with Doug Tedder – The Enterprise Silo Management episode…

Episode 16 with Roman Jouravlev – from service desk to global sustainability

Episode 15 – how lean is your CIO? with Dan Breston

Episode 14 – with Akshay Anand – Language matters – are we really talking about enterprise work management?