Yes, we're most of us agreed that we need to do the customer service thing better - you only need to look down (or up) this list to see that. There are many 140 character (and other) instant gurus offering you their version of the quick fix: "all you need to do is a,b,c"; or "1,2,3" They've been at it for years - if it were that simple, we'd have nailed it long ago. With thanks for Ca Technologies for sponsoring TFT14 slides. For a free trial of Nimsoft go to bit.ly/1df6jY7

1. Peter Johnson
The (customer service)
revolution will not be
tweeted

2. #PeterJohnson
#FairdayResearchLimited

3. #140CharactersIsNotEnough

4. #ParadigmChange ≠ #PracticeChange

5. #CantDumbDownParadigmChange

6. #ITSMAsAParadigm

7. #ParadigmLifecycle

8. #TheoryBehindTheITSMParadigm

9. #ScientificManagement #Taylorism

10. #SystemsThinking #Cybernetics

11. #Taylorism|#Cybernetics|#ITSM = #Control

12. #PracticalProblems

13. #TheoreticalandPhilosophicalProblems

14. #Flawed

15. #ToTheNew

16. #HumanToHumanService

17. #Autonomy

18. #Motivation #Values

19. #Lumiere
Values
Control
Chaos

20. #MakingLightWork

21. #Twitter

22. With thanks to our slides
sponsor, CA Technologies
Try Nimsoft for free at
ca.com/NSD-trial