It’s Good that Data is Man Made

There’s a post from the folks at Highrise that’s been going around Customer Support and Success circles over the last couple of weeks: Data is Man Made, from Chris Gallo.

As someone who writes and speaks about customer support and leveraging data to do customer support better, I’ve had this article dropped to me in at least two Slack channels. Folks get a sense of mirth, I suspect, from needling me with articles and arguments that run contrary to the sorts of things I write about, and try to be persuasive around.

Yes; I will admit that I found this piece hard to swallow at first blush. Opening with…

Here’s a secret from the support team at Highrise. Customer support metrics make us feel icky.

… is a guaranteed burr in my side. Arguing against measurement from emotional premises?

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A Civilian at World of Watson Part Three: Philosophy

Back in October I was invited by IBM to attend their World of Watson event in Las Vegas – I wrote a little about it at the time.

Now that I have had some time following the event, I’ve been able to percolate and put my thoughts to paper, as it were. In the interest of you, dear reader, I’ve split these thoughts into three different posts; Technology, Business and Philosophy.

This post is the third and final, talking a little bit about Philosophy. You can find my first post, discussing the Technology and my experience of it, here. The second post, discussing the Business of IBM and the conference, here.

Continue reading “A Civilian at World of Watson Part Three: Philosophy”

A Civilian at World of Watson Part Two: Business

Back in October I was invited by IBM to attend their World of Watson event in Las Vegas – I wrote a little about it at the time.

Now that I have had some time following the event, I’ve been able to percolate and put my thoughts to paper, as it were. In the interest of you, dear reader, I’m splitting these thoughts into three different posts; Technology, Business and Philosophy. Note that there are no bright lines here: I’m sure to touch on each of the three topics in all three posts.

(I predict #1 and #2 will far outshine #3 in terms of traffic – such is life, friends!)

This post is the second, talking a little bit about Business. You can find my first post, discussing the Technology and my experience of it, here.
Continue reading “A Civilian at World of Watson Part Two: Business”

A Civilian at World of Watson Part One: Technology

Back in October I was invited by IBM to attend their World of Watson event in Las Vegas – I wrote a little about it at the time.

Now that I have had some time following the event, I’ve been able to percolate and put my thoughts to paper, as it were. In the interest of you, dear reader, I’m splitting these thoughts into three different posts; Technology, Business and Philosophy. Note that there are no bright lines here: I’m sure to touch on each of the three topics in all three posts.

(I predict #1 and #2 will far outshine #3 in terms of traffic – such is life, friends!)

This post is the first – Technology!

Continue reading “A Civilian at World of Watson Part One: Technology”

End Every One on One the Same Way

I think about communication a lot!

It’s such a huge, and hard, and important topic for anyone trying to become a better leader. Especially in 2016, as the ideas of “management” and “leadership” become murkier and more difficult to nail down, and the tools we use to communicate with one another are exploding in number (if not quality) – it’s always on my mind.

Continue reading “End Every One on One the Same Way”