The Epistemist

David Kay and I presented at Technology Services World conference last week.  The topic of our presentation was “Creating Strategic Alignment Across a Large, Complex Organization” – covering the process we went through to bring multiple business areas at Intuit together to create a comprehensive Knowledge Management Framework. This was a very interesting journey, [...]

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In designing technical  support processes, it is critically important to understand the difference between issues and incidents. There is a subtle but clear difference,  but the teams often mix the two together, causing churn and wasted resources.
An incident is a problem report from an end-user; it generally describes the specific symptoms being experienced that may [...]

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My Kindle 2 has run out of power and had a splash screen with this bone-chilling message:
Critical Battery
Your battery is empty.
To continue using your Kindle, connect it to a power source.
It may take a few minutes of charging before your Kindle starts.
It was bone-chilling because I was at the airport and did not have the [...]

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My boss said that he had been thinking about this question a lot lately – “What business are we in?” This is a seemingly simple question but getting the answer right can make or break a business.
Theodore Levitt in his classic 1960 HBR article Marketing Myopia has several great examples:
•    The railways almost failed because [...]

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Association of Support Professionals has recently published a report on creating a great customer experience, and my essay was included in this publication – check it out here.

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