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

By Barclay Rae & Ian Aitchison | Tuesday April 12, 2022

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

By Barclay Rae & Ian Aitchison | Tuesday April 12, 2022

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’.

By Barclay Rae & Ian Aitchison | Tuesday April 12, 2022

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

By Barclay Rae & Ian Aitchison | Tuesday April 12, 2022

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.

By Barclay Rae & Ian Aitchison | Tuesday April 12, 2022

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

By Barclay Rae & Ian Aitchison | Tuesday April 12, 2022

This weeks’ guest Alan Berkson is Director of Analyst Relations for Freshservice – ‘the coolest job I the world’ – well he would say that. However, as we learn it is a much misunderstood and important role, that requires an understanding of everything going on in a company. Alan joined Freshworks in the early days in an ‘evangelist’ role – this has now grown into a major global brand. The discussion focusses on various key aspects of trust – (PET) Proactivity, Engagement and Transparency. Alan also draws on some clear distinctions around thought leadership and marketing, and how vendors can work with analysts to gain insight. After a really constructive and engaging chat, as ever we end up discussing exotic drinks in the bar.

Behind The Mic

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Barclay Rae

helping individuals and organisations through change successfully, regardless of tools or methodology. My goal is to keep developing new approaches and ways of delivering this.

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Visit Barclay's Website
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Ian Aitchison

Software product-business leader. VP Product Management at Nexthink. Years of fun building innovative cloud solutions for digital experience management, automation, service management and asset management.

Drinker of too much coffee.

Visit Ian's Website

Enterprise Digital - The Podcast

The Enterprise Digital Podcast is a regular discussion on all matters related to Enterprise Service Management and Digital Transformation. The hosts are Barclay Rae and Ian Aitchison, who share and discuss their thoughts on the converging worlds of technology, service management, people and management, business and corporate development, governance, automation and more… Regular guests will be invited to try and get a word in …