Service Management World

Session 304: Living in the Disruption Economy: Our Customers Are Screaming for Change and We're Still Not Listening

Tuesday, November 12 at 2:15 PM

As we progress as a society from the knowledge economy through the disruption economy, our customers are becoming more vocal about what they want and need from their service providers. No longer are customers willing to put up with bureaucratic and lethargic global enterprises that are slow to change and create unnecessary friction. Customers are voting with their currency, choosing Uber over taxis, Amazon over the department store, Airbnb over hotels, and Netflix over network TV. If we're not careful, IT will also become extinct. We need to develop strategies that innovate, reduce friction, and stop waiting for our customers to come to us. And knowledge is the key to our success.

Julie Mohr

Speaker and Author

JulieLMohr.com

Julie Mohr is a dynamic, engaging change agent who brings authenticity, integrity, and passion to practitioners worldwide. Through her books, articles, speaking, consulting, and teaching, her purpose is to spark change in the world with thought-provoking dialogue and interaction. Julie is currently pursuing her PhD in management and organizational leadership in Information Systems & Technology from the University of Phoenix; she received her MEd from the University of Phoenix and her BS in computer science from The Ohio State University. She is an ITIL Expert, Certified Help Desk Director, and Certified Governance IT Professional. Julie captivates audiences at conferences worldwide on topics of authentic leadership, business strategy, knowledge management, organizational culture, and innovation.