Self-Service was a methodology that served us well when we didn't have electric cars. Assistance served us well until we had driverless vehicles. In 2014 people have a different relationship to technology. In 2014 people are enabled by technology, it's an extension of their nature and personality. Creating information platforms disrupts the enterprise and brings about a cultural revolution. Stop building portals, starting empowering contemplative technology. Presenter: Chris Dancy, BMC CHRISTORY- https://www.vizify.com/chrisdancy CAREER- http://www.linkedin.com/in/chrisdancy MEET IN PERSON: http://www.servicesphere.com/future-events/ PRESS- http://www.chrisdancy.com Feel free to reach out at chris.dancy@gmail.com, +1-303- 872-0786, or by texting "chrisdancy" to 50500.

1. It's Not Self-Service
If it Actually Empowers People

2. CHRISTORY OF CUSTOMER SERVICE
CUSTOMER
RELATIONSHIPS
MISTAKES
DECISIONS
CULTURE
a G E N D a

3. The World's Most Connected Human?

5. 1990-2000 1980-2010 2010-2015 2015-2025
Help Desk
Consultant
Presales
Business Development
Founder
Director
CTO Office
Media Personality
Leader
Disruptor
Philosopher
Needle Mover
Humanitarian
Nobel Prize Winner
Philanthropist
CAREER

6. 22000183

7. 1 9 9 3

8. 1 9 9 6

9. 1 9 9 8

10. 2 0 0 3

11. 2 0 0 7

12. 2 0 0 9

13. 2 0 1 0

14. 2 0 1 1

15. “Shoving a web form on a tablet
is like strapping rockets on a donkey”
2 0 1 2

16. “Location isn’t context, it’s stable stakes for
Today’s devices”
2 0 1 3

17. “Software should be as
smart as the device it’s
running on.”
(some of) You are here
2 0 1 4

18. “When adoption is nearly instant,
support is nearly irrelevant.”
T I M E S U P

20. “People are not machines, but in
every situation where they are
given the choice, they will
behave like machines.”
-Ludwig von Bertalanffy
C U S T O M E R

21. Machine Consistency Machine Mimicry
Machine Identity
C U S T O M E R

22. Consumerization of the
Enterprise
Vs.
Corporatization of the Individual
C U S T O M E R

23. C U S T O M E R

24. M I S T A K E S
“The more elaborate our means
of communications, the less we
communicate.”
- Joseph Priestley

25. S E L F E S T E E M
“If I needed to be reminded of how inadequate
and needy I am, I would stay home with my
spouse”

26. W E B 1 . 0
“Frequently asked questions never
are, Contact Us never is and
Surveys are like kicking kittens”

27. “Let's be clear
when you have
someone to fill out
a web form there
doing your
process”
W E B F O R M S

28. N O A M A Z O N
“Service Catalogs are the phone
books of IT Management, no one
shops at work.”

29. N O A P P L E
“You’re no Apple, You’re no Google,
No piece of software will make you like
them, a billion dollars will.”

30. I N F O S H I P S
"More computing sins are
committed in the name of
efficiency, without necessarily
achieving it, than for any other
single reason - including blind
stupidity.”
-W.A. Wulf

31. S O L O M A T I O N

32. D E V I C E
It’s gone from a phone that takes
pictures, to a camera that makes calls.

33. D E V I C E
• 2 GB RAM
• WiFi 802.11 a/b/g/n/ac (HT80)
• GPS / GLONASS
• NFC, Bluetooth® 4.0 (LE)
• IR LED (Remote Control), MHL 2.0
• Accelerometer
• RGB light
• Geomagnetic
• Proximity
• Gyro,
• Barometer
• Temperature & Humidity
• Gesture
• Heart Rate Sensor
• Finger Scanner
• Dust & Water Resistant
• 16MP rear-facing camera
“Mobile devices have
more tech than a
space shuttle and
you’re asking people
to auto-correct their
way to begging for
support.”

34. C O N T E X T U A L

35. A N O N Y M O U S

36. E P H E M E R A L

37. D A T A
"A child of five could understand
this. Fetch me a child of five.”
-Groucho Marx

38. C O N V E N I E N C E

39. DRIVER RATES ME I RATE THE DRIVER
D A T A

40. D A T A

41. “Your service desk doesn’t need
an app, it needs an API”
D A T A

42. C U L T U R E
Full Service
Self Service
Physical
Virtual

43. C U L T U R E

44. C U L T U R E

45. C U L T U R E

46. C U L T U R E

48. Would you treat your “self”
with that “service”?

49. Thanks for Attending!