Sunday, 9 February 2014

Customer Service - How We Will Be Working In The Future

In the years when 'youthful' was an adjective that could reasonably be applied to my personage, I used to occasionally (and pretentiously) declare myself a "Zeitgeist surfer". By this I meant that I always seemed to be up there with the trends and current thinking. While I'm certainly no longer a tastemaker, or hip-to-the-now in the worlds of music and fashion, I still seemingly retain the ability to spot the next interesting thing in other fields.

I rather fortunately moved into data and business intelligence (BI) around 2006/2007 just at the time when it was getting ready to boom. Because of this I have enjoyed some rewarding contracts over the last six years. As is always the way in IT, the sands are shifting and the market for building data warehouses and reporting suites seems to be on the wane (saturation?), while anyone with a bit of SQL knowledge is selling themselves as a BI specialist. It's only those who understand predictive analytics (i.e. real multivariate statistical modelling) who can command the big bucks these days.

However, since 2009 I've also been deeply concerned with all things people-related in organisations and especially in service related IT functions - that is, the sub-sector known by the term  IT service management (or ITSM). I spent a large chunk of 2011 writing a thesis about organisations, staff and good service provision. This was never published but provided the inspiration and basis for a book that I have recently completed. Its themes are similar to the earlier thesis, but the conclusions are clearer and I believe it contains an interesting and radical proposal for customer service thinking in the 21st century.