HDI Team – Medium

HDI Team

HDI Team

Using Data to Enable Business Relationships

My 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, 2018

Nov 29, 2018

HDI Team

Never Forget Why You Do This

Amid all the frameworks, metrics, tips, and training advice, we sometimes lose sight of a central question: Why do we do this difficult…

May 31, 2018

May 31, 2018

HDI Team

Use a Strategic Framework for Your Career

Have 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, 2018

May 2, 2018

HDI Team

Understand the Customer Experience Journey

Imagine 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, 2018

Apr 6, 2018

HDI Team

The Mechanics of Empowerment and Delegation

Technical support and service leaders do not have to struggle with the opposing forces of aligning their organization and empowering their…

Mar 20, 2018

The Mechanics of Empowerment and Delegation

Mar 20, 2018

HDI Team

4 Strategies to Rebuild Trust in the Workplace

David’s management style was confusing the heck out of his team.

Jan 8, 2018

Jan 8, 2018

HDI Team

Artificial Intelligence: Shifting Work and Shifting Skills

As 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, 2017

Artificial Intelligence: Shifting Work and Shifting Skills

Sep 8, 2017

HDI Team

No More Nonpologies: Apologize to Customers Like You Mean It

There are about one thousand varieties of insincere apology. There’s the smirking “Sorry if you were offended” apology which blames the…

Aug 22, 2017

Aug 22, 2017

HDI Team

7 Tips for ITSM Consultants

In 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, 2017

Jul 12, 2017

HDI Team

Synchronize Your Team

A 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, 2017

Synchronize Your Team

Jun 22, 2017

HDI Team

HDI Team

HDI is the worldwide professional association and certification body for the service management and support industry.

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