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

By Barclay Rae & Ian Aitchison | Tuesday November 8, 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 March 15, 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 | Monday March 7, 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 | Friday February 18, 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 57 with Karen Brusch – the service design, swan and stress one…

By Barclay Rae & Ian Aitchison | Tuesday November 8, 2022

Our guest this week is Karen Brusch, an experienced Service Designer in the Financial Service industry, as well as a long-standing itSMF contributor, currently chair of itSMF UK. With the annual itSMF UK conference coming up on 14th November, this is a timely discussion. We discuss the challenges of service design, how to create the ‘swan’ experience (smooth and seamless), plus what is needed underwater to make it all happen. We also cover the impact of different approaches and how this is causing more stress to those people delivering ‘faster, better’ etc… Do we really understand the impact of what we are building and on those being tasked to deliver and run these services – plus ‘agile causes stress…’ Yes – (you’ll need to listen in). Let’s think about context and consequences, not just outcomes.. We also do a little conference preview and also mention our late friend and colleague Rebecca Beach, who recently passed away… A stiff drink is needed to toast her memory.

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

By Barclay Rae & Ian Aitchison | Friday October 21, 2022

Lisa runs a successful and growing HR consultancy business – providing the ‘HR’ department for many organisations, particularly in the tech industry. Many changes have taken place over recent years with employee experience roles becoming prevalent. We discuss culture, values, trust, and the implications of home-working surveillance tools, as well as the challenges of how to move from an entrepreneurial culture to a more structure and process-driven way (often a challenge…) business leaders are often not the best team leaders or managers…!! A great conversation around the intersection of people, tech, management and culture.

Episode 55 – The leadership one with Sherry Bevan

By Barclay Rae & Ian Aitchison | Monday October 10, 2022

Sherry is an experienced and prolific trainer and coach, for leadership, particularly for women in Tech. She has come from the IT and service desk world but now focuses on leadership coaching as well as managing change projects. Sherry brings a different and refreshing focus to our discussion with the perspective of how we are developing our leaders and leadership capabilities. The discussion is full of sage nuggets of advice around leadership qualities, the value of coaching, and how we can help to develop people to be more effective in new management roles. This is a fascinating discussion and also a new perspective on our ESM theme. And yes it ends up in the bar..

Episode 54 – the Experience Management one with Alan Nance

By Barclay Rae & Ian Aitchison | Thursday September 15, 2022

Our guest is Alan Nance who has been a key player in the Service Management world since the beginning of time - or at least a while anyway since ITIL was knew high to a grasshopper. Alan is a driving force behind the XLA movement and is involved in developing and taking the whole XLA concept to market through his company XLA Collab. We discuss the essence of experience management, what it is and how it can be used in relation to service management. This is still a new area and the concepts are evolving as well as adoption growing. There’s much to learn and appreciate in this revealing and insightful conversation. And yes we do end up in the bar…

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

By Barclay Rae & Ian Aitchison | Tuesday November 8, 2022

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

By Barclay Rae & Ian Aitchison | Friday October 21, 2022

Episode 55 – The leadership one with Sherry Bevan

By Barclay Rae & Ian Aitchison | Monday October 10, 2022

Episode 54 – the Experience Management one with Alan Nance

By Barclay Rae & Ian Aitchison | Thursday September 15, 2022

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

By Barclay Rae & Ian Aitchison | Tuesday September 6, 2022

Episode 52 with Sandra Whittleston – the education and academia episode

By Barclay Rae & Ian Aitchison | Tuesday August 30, 2022

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

By Barclay Rae & Ian Aitchison | Friday July 22, 2022

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

By Barclay Rae & Ian Aitchison | Friday July 1, 2022

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

By Barclay Rae & Ian Aitchison | Monday June 27, 2022

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

By Barclay Rae & Ian Aitchison | Friday June 17, 2022

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

By Barclay Rae & Ian Aitchison | Wednesday June 1, 2022

Episode 45 with Guest: Matthew Burrows

By Barclay Rae & Ian Aitchison | Monday May 23, 2022

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

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

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

By Barclay Rae & Ian Aitchison | Friday February 18, 2022

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

By Barclay Rae & Ian Aitchison | Tuesday February 8, 2022

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

By Barclay Rae & Ian Aitchison | Monday January 24, 2022

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

By Barclay Rae & Ian Aitchison | Friday January 14, 2022

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

By Barclay Rae & Ian Aitchison | Wednesday December 22, 2021

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

By Barclay Rae & Ian Aitchison | Tuesday December 14, 2021

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

By Barclay Rae & Ian Aitchison | Tuesday November 30, 2021

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

By Barclay Rae & Ian Aitchison | Friday November 12, 2021

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

By Barclay Rae & Ian Aitchison | Thursday November 4, 2021

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

By Barclay Rae & Ian Aitchison | Monday October 25, 2021

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

By Barclay Rae & Ian Aitchison | Friday October 15, 2021

Episode 29, with the IT Paradigmologist, Mark Smalley.

By Barclay Rae & Ian Aitchison | Tuesday October 5, 2021

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

By Barclay Rae & Ian Aitchison | Tuesday September 28, 2021

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

By Barclay Rae & Ian Aitchison | Thursday September 16, 2021

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

By Barclay Rae & Ian Aitchison | Friday September 10, 2021

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

By Barclay Rae & Ian Aitchison | Friday September 3, 2021

Episode 24 – with Stuart Rance, the ‘Harlequin’

By Barclay Rae & Ian Aitchison | Friday August 27, 2021

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

By Barclay Rae & Ian Aitchison | Friday July 30, 2021

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

By Barclay Rae & Ian Aitchison | Friday July 23, 2021

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

By Barclay Rae & Ian Aitchison | Friday July 9, 2021

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

By Barclay Rae & Ian Aitchison | Thursday July 1, 2021

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

By Barclay Rae & Ian Aitchison | Thursday June 24, 2021

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

By Barclay Rae & Ian Aitchison | Thursday June 17, 2021

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

By Barclay Rae & Ian Aitchison | Friday June 11, 2021

Episode 11 with Dan Turchin – Dull Dirty or Dangerous..?

By Barclay Rae & Ian Aitchison | Thursday May 13, 2021

Episode 10 – IT Experience with Sami Kallo

By Barclay Rae & Ian Aitchison | Thursday May 6, 2021

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 …