SPOCcast

• SPOCcast Episode 28 - Rae Ann Bruno on Customer Wow for IT

  Episode 28 is an interview with Rae Ann Bruno. Rae Ann is the President of Business Solutions Training, Inc (BST), an organization focused on training and consulting in various areas of ITIL, Knowledge-centered Service (KCS), Service Desk Improvement, Internal Marketing, Metrics and ITIL Process Improvement. Rae Ann was inducted into the HDI Hall of Fame in 2017 and was named one of Cherwell's IT Legends that same year. Rae Ann delivers session 601: Wow Your Customers, Don’t Just Satisfy Them at SupportWorld Live—A Digital Experience. https://supportworldlive.com The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. ©2020 HDI, all rights reserved.

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• SPOCcast Episode 27 - Jason Wischer on Leadership and Listening

  Jason Wischer is a well-known leader in the HDI Local Chapter community. He'll be delivering Session 405 on this topic at SupportWorld Live - A Digital Experience https://www.hdiconference.com/ The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. ©2020 HDI, all rights reserved.

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• SPOCcast Episode 26 - David Moskowitz on Systems Thinking

  A conversation with David Moskowitz on systems thinking The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2020 HDI, all rights reserved.

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• SPOCCast Episode 25 - Claire Agutter on Service Management - E-Learning - Women in Tech - More

  Episode 25 of SPOCcast is an interview with Claire Agutter. Claire is the lead tutor of ITSM Zone, an organisation that specialises in best practice e-learning. Claire is also director of Scopism, and was lead architect for VeriSM, an approach for managing the digital organization. Claire is one of HDI’s top 25 thought leaders for 2020. Scopism: https://www.scopism.com/ ITSMZone: https://itsm.zone/ The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2020 HDI, all rights reserved.

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• SPOCcast Episode 24 - Ben Brennan on Customer Experience for IT

  Episode 24 is an interview with Ben Brennan. (Twitter: @why) Ben is the author of "Badass IT Support", and inventor of the QSTAC™ metric for IT customer experience. A former psychotherapist and musician, Ben brought his unique background to IT Support in San Francisco a decade ago. Since then, Brennan has helped transform IT teams for some of the country's leading tech firms including Box, Yahoo, Twitter, Jawbone, AOL, and Verizon Media, showing them how great communication, clearly defined and measurable goals, and an irreverent sense of humor can revolutionize a company's IT Department. The SPOCcast logo, podcast theme, and all content are the property of HDI, a part of Informa Tech. © 2020 HDI, all rights reserved.

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