empathy makes winners - realdolmen · keynote – empathy makes winners marco gianotten giarte....
TRANSCRIPT
![Page 1: Empathy Makes Winners - Realdolmen · Keynote – Empathy makes winners Marco Gianotten Giarte. marco.gianotten@giarte.com. Marco_Gianotten. Empathy makes winners The soul of true](https://reader034.vdocuments.mx/reader034/viewer/2022051508/5ac761957f8b9aa1298b6379/html5/thumbnails/1.jpg)
Keynote – Empathy makes winners
Marco GianottenGiarte
![Page 3: Empathy Makes Winners - Realdolmen · Keynote – Empathy makes winners Marco Gianotten Giarte. marco.gianotten@giarte.com. Marco_Gianotten. Empathy makes winners The soul of true](https://reader034.vdocuments.mx/reader034/viewer/2022051508/5ac761957f8b9aa1298b6379/html5/thumbnails/3.jpg)
45 years
![Page 4: Empathy Makes Winners - Realdolmen · Keynote – Empathy makes winners Marco Gianotten Giarte. marco.gianotten@giarte.com. Marco_Gianotten. Empathy makes winners The soul of true](https://reader034.vdocuments.mx/reader034/viewer/2022051508/5ac761957f8b9aa1298b6379/html5/thumbnails/4.jpg)
Waterfall
DevOps
Specialization, separation, silos
![Page 5: Empathy Makes Winners - Realdolmen · Keynote – Empathy makes winners Marco Gianotten Giarte. marco.gianotten@giarte.com. Marco_Gianotten. Empathy makes winners The soul of true](https://reader034.vdocuments.mx/reader034/viewer/2022051508/5ac761957f8b9aa1298b6379/html5/thumbnails/5.jpg)
Digitalization Disruption = Creative Destruction
![Page 6: Empathy Makes Winners - Realdolmen · Keynote – Empathy makes winners Marco Gianotten Giarte. marco.gianotten@giarte.com. Marco_Gianotten. Empathy makes winners The soul of true](https://reader034.vdocuments.mx/reader034/viewer/2022051508/5ac761957f8b9aa1298b6379/html5/thumbnails/6.jpg)
Traditional IT Digital by Default
© Giarte
![Page 7: Empathy Makes Winners - Realdolmen · Keynote – Empathy makes winners Marco Gianotten Giarte. marco.gianotten@giarte.com. Marco_Gianotten. Empathy makes winners The soul of true](https://reader034.vdocuments.mx/reader034/viewer/2022051508/5ac761957f8b9aa1298b6379/html5/thumbnails/7.jpg)
Eliminate, Simplify, Standardize and Automate
ESSAWe really need…
![Page 8: Empathy Makes Winners - Realdolmen · Keynote – Empathy makes winners Marco Gianotten Giarte. marco.gianotten@giarte.com. Marco_Gianotten. Empathy makes winners The soul of true](https://reader034.vdocuments.mx/reader034/viewer/2022051508/5ac761957f8b9aa1298b6379/html5/thumbnails/8.jpg)
Experience
Trust and Compliance
Business Reinvention
Operational Excellence
Outsourcing 2.0
![Page 9: Empathy Makes Winners - Realdolmen · Keynote – Empathy makes winners Marco Gianotten Giarte. marco.gianotten@giarte.com. Marco_Gianotten. Empathy makes winners The soul of true](https://reader034.vdocuments.mx/reader034/viewer/2022051508/5ac761957f8b9aa1298b6379/html5/thumbnails/9.jpg)
. To the business the acronym SLA often
stands for Secrets, Lies and Assumptions© Giarte
![Page 10: Empathy Makes Winners - Realdolmen · Keynote – Empathy makes winners Marco Gianotten Giarte. marco.gianotten@giarte.com. Marco_Gianotten. Empathy makes winners The soul of true](https://reader034.vdocuments.mx/reader034/viewer/2022051508/5ac761957f8b9aa1298b6379/html5/thumbnails/10.jpg)
It has nothing to do with the quality experienced by the user or performance in real business-life
Up to 100Mbps?
Latency smaller than 150ms?
95% Major Incidents resolved in < 4 hours?
90% Minor Changes < 5 workdays?
![Page 11: Empathy Makes Winners - Realdolmen · Keynote – Empathy makes winners Marco Gianotten Giarte. marco.gianotten@giarte.com. Marco_Gianotten. Empathy makes winners The soul of true](https://reader034.vdocuments.mx/reader034/viewer/2022051508/5ac761957f8b9aa1298b6379/html5/thumbnails/11.jpg)
E
T
T
S© InsightDiscovery
What are your SLA colors today?
![Page 12: Empathy Makes Winners - Realdolmen · Keynote – Empathy makes winners Marco Gianotten Giarte. marco.gianotten@giarte.com. Marco_Gianotten. Empathy makes winners The soul of true](https://reader034.vdocuments.mx/reader034/viewer/2022051508/5ac761957f8b9aa1298b6379/html5/thumbnails/12.jpg)
Strong-willedCompetitive
SharpDemanding
EnthusiastDynamic
ExpressiveInspiring
ObjectiveCautiousAnalyticalAccurate
CaringHarmoniously
PatientlyConsidering
© InsightDiscovery
![Page 13: Empathy Makes Winners - Realdolmen · Keynote – Empathy makes winners Marco Gianotten Giarte. marco.gianotten@giarte.com. Marco_Gianotten. Empathy makes winners The soul of true](https://reader034.vdocuments.mx/reader034/viewer/2022051508/5ac761957f8b9aa1298b6379/html5/thumbnails/13.jpg)
WilskrachtigDoelbewust
ScherpVeeleisend
EnthousiastDynamischExpressiefInspirerend
ObjectiefBedachtzaam
AnalytischNauwkeurig
ZorgzaamHarmonieus
GeduldigBeschouwend
![Page 14: Empathy Makes Winners - Realdolmen · Keynote – Empathy makes winners Marco Gianotten Giarte. marco.gianotten@giarte.com. Marco_Gianotten. Empathy makes winners The soul of true](https://reader034.vdocuments.mx/reader034/viewer/2022051508/5ac761957f8b9aa1298b6379/html5/thumbnails/14.jpg)
Todays SLA color mix?
![Page 15: Empathy Makes Winners - Realdolmen · Keynote – Empathy makes winners Marco Gianotten Giarte. marco.gianotten@giarte.com. Marco_Gianotten. Empathy makes winners The soul of true](https://reader034.vdocuments.mx/reader034/viewer/2022051508/5ac761957f8b9aa1298b6379/html5/thumbnails/15.jpg)
FIERY RED
RADIANT YELLOW
BRIGHT BLUE
SOFT GREEN
What colors are essential to succeed?
© InsightDiscovery
![Page 16: Empathy Makes Winners - Realdolmen · Keynote – Empathy makes winners Marco Gianotten Giarte. marco.gianotten@giarte.com. Marco_Gianotten. Empathy makes winners The soul of true](https://reader034.vdocuments.mx/reader034/viewer/2022051508/5ac761957f8b9aa1298b6379/html5/thumbnails/16.jpg)
AggressiveControllingIntolerant
Over-bearing
FranticChaoticShowyHasty
PickyUndecidedSuspiciousDetached
DocileWithdrawnPloddingStubborn
© InsightDiscovery
On a bad day…
![Page 17: Empathy Makes Winners - Realdolmen · Keynote – Empathy makes winners Marco Gianotten Giarte. marco.gianotten@giarte.com. Marco_Gianotten. Empathy makes winners The soul of true](https://reader034.vdocuments.mx/reader034/viewer/2022051508/5ac761957f8b9aa1298b6379/html5/thumbnails/17.jpg)
People will forget what you said, people will forget what you did, but people will never forget how you made them feel.
Maya Angelou1928 – 2014
![Page 18: Empathy Makes Winners - Realdolmen · Keynote – Empathy makes winners Marco Gianotten Giarte. marco.gianotten@giarte.com. Marco_Gianotten. Empathy makes winners The soul of true](https://reader034.vdocuments.mx/reader034/viewer/2022051508/5ac761957f8b9aa1298b6379/html5/thumbnails/18.jpg)
Empathyis #1
It’s your capacity to recognize the concerns other people have
![Page 19: Empathy Makes Winners - Realdolmen · Keynote – Empathy makes winners Marco Gianotten Giarte. marco.gianotten@giarte.com. Marco_Gianotten. Empathy makes winners The soul of true](https://reader034.vdocuments.mx/reader034/viewer/2022051508/5ac761957f8b9aa1298b6379/html5/thumbnails/19.jpg)
Fault-tolerance in the digital economy is all about the customers’ expectation. There’s a thin line between a good and bad experience.nce
© Giarte
![Page 20: Empathy Makes Winners - Realdolmen · Keynote – Empathy makes winners Marco Gianotten Giarte. marco.gianotten@giarte.com. Marco_Gianotten. Empathy makes winners The soul of true](https://reader034.vdocuments.mx/reader034/viewer/2022051508/5ac761957f8b9aa1298b6379/html5/thumbnails/20.jpg)
Maslow
![Page 21: Empathy Makes Winners - Realdolmen · Keynote – Empathy makes winners Marco Gianotten Giarte. marco.gianotten@giarte.com. Marco_Gianotten. Empathy makes winners The soul of true](https://reader034.vdocuments.mx/reader034/viewer/2022051508/5ac761957f8b9aa1298b6379/html5/thumbnails/21.jpg)
Out(r)age
![Page 22: Empathy Makes Winners - Realdolmen · Keynote – Empathy makes winners Marco Gianotten Giarte. marco.gianotten@giarte.com. Marco_Gianotten. Empathy makes winners The soul of true](https://reader034.vdocuments.mx/reader034/viewer/2022051508/5ac761957f8b9aa1298b6379/html5/thumbnails/22.jpg)
© Giarte
Incremental
Logic
Insight
Verbal
Disruptive
Intuition
Oversight
Visual
![Page 23: Empathy Makes Winners - Realdolmen · Keynote – Empathy makes winners Marco Gianotten Giarte. marco.gianotten@giarte.com. Marco_Gianotten. Empathy makes winners The soul of true](https://reader034.vdocuments.mx/reader034/viewer/2022051508/5ac761957f8b9aa1298b6379/html5/thumbnails/23.jpg)
© Giarte
High-tech
Software defined networking
Hyper-converged data centers
Adaptive security architecture
Advanced layer manufacturing
Autonomous Internet of Things
Neuromorphic architecture
Quantum computing
High-touch
Intuitive learning
Co-innovation
Emotional design
Tailored experiences
Life-hacking
Social return
Narrative design
![Page 24: Empathy Makes Winners - Realdolmen · Keynote – Empathy makes winners Marco Gianotten Giarte. marco.gianotten@giarte.com. Marco_Gianotten. Empathy makes winners The soul of true](https://reader034.vdocuments.mx/reader034/viewer/2022051508/5ac761957f8b9aa1298b6379/html5/thumbnails/24.jpg)
Uber Left Brain Thinking
© Giarte
![Page 25: Empathy Makes Winners - Realdolmen · Keynote – Empathy makes winners Marco Gianotten Giarte. marco.gianotten@giarte.com. Marco_Gianotten. Empathy makes winners The soul of true](https://reader034.vdocuments.mx/reader034/viewer/2022051508/5ac761957f8b9aa1298b6379/html5/thumbnails/25.jpg)
RPO is the amount of data that consumers of a system are willing to lose in the event of a recovery
RTO is the amount of time allowed
for a system to be recovered
and fully functional by its
consumers
E-commerce’s left brain E-commerce’s right brain
© Giarte
Recovery Time Objective Recovery Point Objective
![Page 26: Empathy Makes Winners - Realdolmen · Keynote – Empathy makes winners Marco Gianotten Giarte. marco.gianotten@giarte.com. Marco_Gianotten. Empathy makes winners The soul of true](https://reader034.vdocuments.mx/reader034/viewer/2022051508/5ac761957f8b9aa1298b6379/html5/thumbnails/26.jpg)
© Giarte
Average resolution time User satisfaction
Self-reliance opportunity
Lost user productivity
Ticket volume trend
Resolution deviation
Connecting the dots for the service desk
![Page 27: Empathy Makes Winners - Realdolmen · Keynote – Empathy makes winners Marco Gianotten Giarte. marco.gianotten@giarte.com. Marco_Gianotten. Empathy makes winners The soul of true](https://reader034.vdocuments.mx/reader034/viewer/2022051508/5ac761957f8b9aa1298b6379/html5/thumbnails/27.jpg)
Experience by design“Start with the customer
experience and work back towards the
technology.”Steve Jobs
![Page 28: Empathy Makes Winners - Realdolmen · Keynote – Empathy makes winners Marco Gianotten Giarte. marco.gianotten@giarte.com. Marco_Gianotten. Empathy makes winners The soul of true](https://reader034.vdocuments.mx/reader034/viewer/2022051508/5ac761957f8b9aa1298b6379/html5/thumbnails/28.jpg)
MRI experience
“80% of the kids need sedation because they are scared”
“Only 5% needs sedation”
Pirate Ship
© Doug Dietz
![Page 29: Empathy Makes Winners - Realdolmen · Keynote – Empathy makes winners Marco Gianotten Giarte. marco.gianotten@giarte.com. Marco_Gianotten. Empathy makes winners The soul of true](https://reader034.vdocuments.mx/reader034/viewer/2022051508/5ac761957f8b9aa1298b6379/html5/thumbnails/29.jpg)
Motivation 1.0 Motivation 2.0 Motivation 3.0 What motivates us?
![Page 30: Empathy Makes Winners - Realdolmen · Keynote – Empathy makes winners Marco Gianotten Giarte. marco.gianotten@giarte.com. Marco_Gianotten. Empathy makes winners The soul of true](https://reader034.vdocuments.mx/reader034/viewer/2022051508/5ac761957f8b9aa1298b6379/html5/thumbnails/30.jpg)
Above the wing
Below the wing
Flight delays due to IT
![Page 31: Empathy Makes Winners - Realdolmen · Keynote – Empathy makes winners Marco Gianotten Giarte. marco.gianotten@giarte.com. Marco_Gianotten. Empathy makes winners The soul of true](https://reader034.vdocuments.mx/reader034/viewer/2022051508/5ac761957f8b9aa1298b6379/html5/thumbnails/31.jpg)
Ready for Xperience Level Agreements?
© Giarte
![Page 32: Empathy Makes Winners - Realdolmen · Keynote – Empathy makes winners Marco Gianotten Giarte. marco.gianotten@giarte.com. Marco_Gianotten. Empathy makes winners The soul of true](https://reader034.vdocuments.mx/reader034/viewer/2022051508/5ac761957f8b9aa1298b6379/html5/thumbnails/32.jpg)
XLA canvas
Identify the touch points for user
experience
What are desired experiences for the
touch points?
What’s holding you back from delivering
it right now?
Which UX and business KPI’s to choose? Simplify!
How to motivate continuous
improvement?
![Page 33: Empathy Makes Winners - Realdolmen · Keynote – Empathy makes winners Marco Gianotten Giarte. marco.gianotten@giarte.com. Marco_Gianotten. Empathy makes winners The soul of true](https://reader034.vdocuments.mx/reader034/viewer/2022051508/5ac761957f8b9aa1298b6379/html5/thumbnails/33.jpg)
No Hassle
How much effort did it take me personally to get…
the incident resolved?
the service requested?
the information needed?
the change I wanted? © Giarte
![Page 34: Empathy Makes Winners - Realdolmen · Keynote – Empathy makes winners Marco Gianotten Giarte. marco.gianotten@giarte.com. Marco_Gianotten. Empathy makes winners The soul of true](https://reader034.vdocuments.mx/reader034/viewer/2022051508/5ac761957f8b9aa1298b6379/html5/thumbnails/34.jpg)
NO RIGHT BRAINLEFT BEHIND
![Page 35: Empathy Makes Winners - Realdolmen · Keynote – Empathy makes winners Marco Gianotten Giarte. marco.gianotten@giarte.com. Marco_Gianotten. Empathy makes winners The soul of true](https://reader034.vdocuments.mx/reader034/viewer/2022051508/5ac761957f8b9aa1298b6379/html5/thumbnails/35.jpg)
© Giarte
5GB MP3player
1,000 songs in your pocket
Hi, I’m a… Hi, I’m…
![Page 36: Empathy Makes Winners - Realdolmen · Keynote – Empathy makes winners Marco Gianotten Giarte. marco.gianotten@giarte.com. Marco_Gianotten. Empathy makes winners The soul of true](https://reader034.vdocuments.mx/reader034/viewer/2022051508/5ac761957f8b9aa1298b6379/html5/thumbnails/36.jpg)
Terminal seriousness
Creativity Index
© Paul Iske