This year’s Kinetic Enthusiasts Group (KEG) event in Denver was again a valuable learning experience for Kinetic Data customers, partners and staff alike. Planning is already underway for KEG 2014.
If you missed the event earlier this year, or were there but would like to look into the sessions you weren’t able to attend, or you just want to revisit some of the high points–check out video coverage of the event.
KEG 2013 opened with a keynote address by Eveline Oehrlich, currently VP, research director at Forrester Research. Among other topics, Eveline discussed how the role of IT must change in the “age of the customer,” and how the age of the customer is redefining competition among enterprises. In today’s marketplace, IT must enable rapid change across the value chain.
0:14 John Sundberg introduces Eveline and the keynote topic of IT in the Age of the Customer
0:49 Eveline outlines her current role and background with HP
2:53 What is the “Age of the Customer” and what does it mean for IT? Who is “the customer”?
4:59 Agenda: How the Age of the Customer is redefining competition and how IT must change
5:21 How we arrived at the Age of the Customer
8:04 How the performance of companies like Apple have changed employee expectations of IT
9:34 The impact of demographics: what the next generation of workers will expect from IT
10:52 How the Age of the Customer impacts all forces of competition, e.g., how Netflix killed Blockbuster
13:33 How customer experiences drive success: easy, enjoyable and fast
16:42 How services eclipse products: an IT transformation success story
19:10 Users are now doing more of the technology sourcing work traditionally done by IT – which
can lead to support challenges
21:21 How IT investments are shifting from underlying, back end systems of record to user-facing
systems of engagement
22:56 IT skills need to shift from technology-focused to business-focused
24:10 A look at threats and opportunities for IT in the Age of the Customer – listening is critical
because the customer is now in charge
26:00 Services are becoming more important, and the concepts of the service catalog and
service request management now include business services broadly – not just IT services
27:01 Technology changes no longer come in waves, but as an overlapping storm
28:57 Why service management initiatives fail
29:54 What is the latest big disruption?
30:35 Thoughts on creating a functioning Project Management Office (PMO)
31:45 IT value needs to be cost-effective and productive – without too many surprises
36:04 The Old Service Management vs. The New Service Management
37:23 Priorities to focus on for improving the customer experience (flexible, social and smart)
40:21 The next wave of the Industrial Revolution
42:09 How to engineer the customer experience to be enjoyable, useful and valuable
43:20 The three new faces of IT
47:50 More about systems of engagement – new engagement models
49:35 How to define “services” – and where to start the thought process about service design
52:54 Service is in the eye of the customer – how to reflect this in service catalogs and service portfolios
55:30 Case study on business service value – leveraging virtual reality to accelerate product testing
57:32 The importance of positioning “automation” as an opportunity rather than a threat
1:00:58 The three levels of automation
1:03:57 How to “turbocharge” IT service processes
1:06:42 Business technology trends that make turbocharging essential
1:07:54 Audience questions
1:10:19 How to work with “ABC” of corporate culture and behavior
1:14:42 How to make email service requests more effective – while still accommodating
user needs and wants
1:16:28 Wrapping up: IT as we know if is dead, here’s what’s next – three key takeaways
Real-world customer success stories were again a major theme at this year’s event. Mark Klein and Michael Dyson of CareTech Solutions, a leading healthcare IT services provider, discussed how the Kinetic Data products help their company deliver outsourced IT help desk services to more than 100 customers and 200 hospitals across 33 states. Mark and Michael demonstrate how they used Kinetic Request to build advanced forms for distributed iPad terminals.
The conference also included in-depth sessions on Kinetic Data products, such as What’s New in Kinetic Task 3.0 and Lessons Learned from Successful Request Projects. All of the 2013 KEG presentations are now available (most sessions in both PowerPoint and video formats) on the Kinetic Community website.