HDI TeamUsing Data to Enable Business RelationshipsMy current life in IT revolves around data. As a sales consultant, I am striving to ensure that people can better see and understand their…Nov 29, 2018Nov 29, 2018
HDI TeamNever Forget Why You Do ThisAmid all the frameworks, metrics, tips, and training advice, we sometimes lose sight of a central question: Why do we do this difficult…May 31, 2018May 31, 2018
HDI TeamUse a Strategic Framework for Your CareerHave you ever considered your career to be a “project?” If you think about it, your career is one of the most important initiatives that…May 2, 2018May 2, 2018
HDI TeamUnderstand the Customer Experience JourneyImagine a support center with a competent level 1 support team. A level 1.5 team receives warmly transferred calls and chats. Shift-left…Apr 6, 2018Apr 6, 2018
HDI TeamThe Mechanics of Empowerment and DelegationTechnical support and service leaders do not have to struggle with the opposing forces of aligning their organization and empowering their…Mar 20, 2018Mar 20, 2018
HDI Team4 Strategies to Rebuild Trust in the WorkplaceDavid’s management style was confusing the heck out of his team.Jan 8, 2018Jan 8, 2018
HDI TeamArtificial Intelligence: Shifting Work and Shifting SkillsAs usual, there is a major gap between what the headlines say and what we are experiencing in our daily work lives. If we were to take all…Sep 8, 2017Sep 8, 2017
HDI TeamNo More Nonpologies: Apologize to Customers Like You Mean ItThere are about one thousand varieties of insincere apology. There’s the smirking “Sorry if you were offended” apology which blames the…Aug 22, 2017Aug 22, 2017
HDI Team7 Tips for ITSM ConsultantsIn this article, I hope to share with you some tips and guidelines picked up over many years as an IT service management consultant. I have…Jul 12, 2017Jul 12, 2017
HDI TeamSynchronize Your TeamA small boat with twin engines needs those engines to run at the same RPM in order for the boat to run smoothly and not have the captain of…Jun 22, 2017Jun 22, 2017