Leadership Skills for the 4th Industrial Revolution

Gillian Jones-Williams, Managing Director, Emerge Consultancy. SD21 speaker Gillian Jones-Williams is Managing Director of Emerge Consultancy Limited which she founded over 25 years ago.  She is also an author, motivational speaker, Master Accredited Coach and founder of the trademarked Women’s Development Programme RISE which she delivers in the UK and the Middle East.  Is Imposter

By Vikki Kirby, Chief Storyteller at Vibrato Consulting© Recently, a communications consultant told me how the big four consultancy company leading her organisation’s transformation chose to bring in their own storyteller to identify and manage core purpose messaging. She was frustrated that she then had to re-write what he came up with. She isn’t the

Kerry Angel, Service Delivery Manager, Macfarlanes Regardless of the industry you’re in, our clients are demanding, right? But does that mean that the service desk is always wrong when things don’t go according to plan? Constant battering of the service desk’s reputation is bad for moral internally and adds to the bad reputation externally. So

By Edward Whittingham, Founder & Managing Director, The Defence Works.   I can answer the question in the title in one word: Very. But of course, anyone with any sense should ask – OK, go on prove it then. So, I will try to too. Let me leave this here before I go on to give

By Andrew Hardwick, Director of Global Service Management Office, Arcadis How to Measure ‘Customer Happiness’? When we talk about Customer Happiness, or User Satisfaction, how do we measure and report this? There are several ways that you could capture the satisfaction of your users. Some of the options are: 1. Transactional Survey – send an

by Jamie Bell, Service Desk Specialist, SDI Follow Jamie on Twitter: @thepapabell With ITIL being arguably the most widely accepted framework for IT Service Management worldwide, the release of ITIL 4 has many service desk professionals wondering what this means for them. In ITIL 2011 (or ITIL v3) the service desk was recognised as a