@mattberan one of my favorite phrases I came up with this year.

It isn't about getting people to follow the process, it's about getting the process to follow the people.
#smworld

@mattberan You canNOT deliver an experience solely within technology. #smworld @doug_rabold

@mattberan Experience is delivered in IT, but owned across an organization. #smworld

@mattberan tons of interest about IT Experience Management at #smworld - hoping we can approach this topic with clarity and empowerment without gatekeeping and FUD.

@mattberan keynote presenter is now solving a problem for a support manager, live, onstage. This is the event I’ve been dreaming of for more than a decade. #smworld

@mattberan Oh my gosh, I’ve been using the 25 lenses approach for service design! I had no idea @stephenshapiro was the mastermind behind it! No wonder this keynote is 🔥 #smworld

Okay service folks, moving my #smworld toots to this thread to keep “local” clean.
Thanks for learning with me.

Running a mini product and service design session at #smworld with @stephenshapiro - great exercise and TONS more of a-ha moments from service and support pros. Un-real.

Great point about how mirrors are up in places where people wait to distract them. Elevator banks.
Love hearing about the innovations in service like rfid checked baggage tracking #smworld

If the experience is painful, yet necessary; improve the experience. Great keynote to start #smworld

Keynote speaker starts with the luggage/airport process improvement story. I’m case you’re curious: it’s about DFW #smworld

The value of events and conferences:
Diverse thought and unique perspectives to guide your career and overcome challenges together. Well said. #smworld

I forget how much training HDI offers. And the fact that they are vendor neutral consultants as well. So good reminder. #smworld

Don’t neglect your IT service because ESM and HR service management is so exciting. #smworld -Chris Chagnon

Just now realizing I may be live-tooting the next #conference I attend. #smworld smworld.com #ServiceManagement