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Keynote – Empathy makes winners

Marco GianottenGiarte

marco.gianotten@giarte.comMarco_Gianotten

Empathy makes winnersThe soul of true winners in the digital age

45 years

Waterfall

DevOps

Specialization, separation, silos

Digitalization Disruption = Creative Destruction

Traditional IT Digital by Default

© Giarte

Eliminate, Simplify, Standardize and Automate

ESSAWe really need…

Experience

Trust and Compliance

Business Reinvention

Operational Excellence

Outsourcing 2.0

. To the business the acronym SLA often

stands for Secrets, Lies and Assumptions© Giarte

It has nothing to do with the quality experienced by the user or performance in real business-life

Up to 100Mbps?

Latency smaller than 150ms?

95% Major Incidents resolved in < 4 hours?

90% Minor Changes < 5 workdays?

E

T

T

S© InsightDiscovery

What are your SLA colors today?

Strong-willedCompetitive

SharpDemanding

EnthusiastDynamic

ExpressiveInspiring

ObjectiveCautiousAnalyticalAccurate

CaringHarmoniously

PatientlyConsidering

© InsightDiscovery

WilskrachtigDoelbewust

ScherpVeeleisend

EnthousiastDynamischExpressiefInspirerend

ObjectiefBedachtzaam

AnalytischNauwkeurig

ZorgzaamHarmonieus

GeduldigBeschouwend

Todays SLA color mix?

FIERY RED

RADIANT YELLOW

BRIGHT BLUE

SOFT GREEN

What colors are essential to succeed?

© InsightDiscovery

AggressiveControllingIntolerant

Over-bearing

FranticChaoticShowyHasty

PickyUndecidedSuspiciousDetached

DocileWithdrawnPloddingStubborn

© InsightDiscovery

On a bad day…

People will forget what you said, people will forget what you did, but people will never forget how you made them feel.

Maya Angelou1928 – 2014

Empathyis #1

It’s your capacity to recognize the concerns other people have

Fault-tolerance in the digital economy is all about the customers’ expectation. There’s a thin line between a good and bad experience.nce

© Giarte

Maslow

Out(r)age

© Giarte

Incremental

Logic

Insight

Verbal

Disruptive

Intuition

Oversight

Visual

© Giarte

High-tech

Software defined networking

Hyper-converged data centers

Adaptive security architecture

Advanced layer manufacturing

Autonomous Internet of Things

Neuromorphic architecture

Quantum computing

High-touch

Intuitive learning

Co-innovation

Emotional design

Tailored experiences

Life-hacking

Social return

Narrative design

Uber Left Brain Thinking

© Giarte

RPO is the amount of data that consumers of a system are willing to lose in the event of a recovery

RTO is the amount of time allowed

for a system to be recovered

and fully functional by its

consumers

E-commerce’s left brain E-commerce’s right brain

© Giarte

Recovery Time Objective Recovery Point Objective

© Giarte

Average resolution time User satisfaction

Self-reliance opportunity

Lost user productivity

Ticket volume trend

Resolution deviation

Connecting the dots for the service desk

Experience by design“Start with the customer

experience and work back towards the

technology.”Steve Jobs

MRI experience

“80% of the kids need sedation because they are scared”

“Only 5% needs sedation”

Pirate Ship

© Doug Dietz

Motivation 1.0 Motivation 2.0 Motivation 3.0 What motivates us?

Above the wing

Below the wing

Flight delays due to IT

Ready for Xperience Level Agreements?

© Giarte

XLA canvas

Identify the touch points for user

experience

What are desired experiences for the

touch points?

What’s holding you back from delivering

it right now?

Which UX and business KPI’s to choose? Simplify!

How to motivate continuous

improvement?

No Hassle

How much effort did it take me personally to get…

the incident resolved?

the service requested?

the information needed?

the change I wanted? © Giarte

NO RIGHT BRAINLEFT BEHIND

© Giarte

5GB MP3player

1,000 songs in your pocket

Hi, I’m a… Hi, I’m…

Terminal seriousness

Creativity Index

© Paul Iske

Thanks! Marco_Gianotten

marco.gianotten@giarte.com+31-6-55381819