Keeping the End-User in End-User Experience

Many managers and executives are still wary of basing decisions on experience. They are skeptical of using subjective criteria like expectations and perceptions when considering changes, improvements, and especially expenditures. If we stop for a moment to consider why an organization would make a certain change or purchase a certain product or service, however, the value of experience becomes apparent. Remember the famous statement by Steve Jobs: “You have to start with the customer experience and work backwards to the technology.” If, however, we begin to believe we can control the experience, we are straying back into “inside-out” thinking, losing the human element. Listening to end-users and using a good IT experience management framework can keep the human factor in focus.

By the end of the session, attendees will have learned how to:

• Recognize and avoid “inside-out” thinking
• Use a simple framework to measure, share, and improve based on end-user experience
• Ensure that the end-user is in focus and is not obscured by processes and metrics

Presented by: Roy Atkinson

Roy Atkinson serves as CEO of Clifton Butterfield, LLC, a business advisory practice, and is a recognized thought leader in IT, service management, and customer experience. He is a Fellow of the Institute for Digital Transformation and a member of HDI’s Strategic Advisory Board. His expertise has been featured internationally on podcasts, webinars, and conferences. CIO Insight called him a "model for the future digital leader." Roy is one of HDI’s Top 25 Thought Leaders for 2023. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business, and several industry certifications.

Agenda

12:00 Noon to 12:15 PM – Networking and Introduction
12:15 PM to 1:15 PM – Program
1:15 PM to 1:30 PM – Closing Remarks, Survey, Prize Drawing
1:30 PM – Event Ends

Date/Time

March 17, 2023 | 12:00 - 1:30 PM ET

We would like to thank our sponsors for helping us produce this event! Our 2023 sponsors include the following: HappySignals, Invgate, HumanTouch, and Robert Half. If you are interested in becoming an HDI Capital Area sponsor, please contact sponsorship@hdicapitalarea.com.

Learn. Grow. Achieve

Learn. Grow. Achieve encompasses what HDI’s Capital Area Local Chapter stands for – Creating unique opportunities for members and sponsors to learn from experts in the industry and one another, which results in an improvement of skills to unlock the power to reach new professional heights.

The HDI Capital Area Local Chapter offers you the opportunity to network with a dynamic community of technical customer service and support and IT service management industry leaders in the Maryland, Northern Virginia and Washington, DC area.

We come together to educate, network, learn, and form lifelong relationships. We welcome you to visit our website at https://www.hdicapitalarea.com/ or if you have questions, contact president@hdicapitalarea.com

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