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24 May 2016 /

Empathy, IT and the Digital Service Economy

Guest Speaker Jeff Sussna

Sue Bethanis hosts Jeff Sussna, Founder and Principal of Ingineering.IT and author of the book, Designing Delivery: Rethinking IT in the Digital Service Economy which outlines how companies need IT to be adaptable, responsive partners with a focus on customer empathy. Sussna traces the journey from scientific management and top-down complicated systems, to more agile, complex systems that are “sloppy … yet highly resilient.”

Jeff and Sue discuss:
  • How traditional IT needs to change in order to live and survive in the digital world
  • Designing for empathy – how organizations struggle when they do not learn and evolve through conversations with customers
  • Empowering employees to co-create satisfaction with customers – designing organizational structures, communications channels, delivery and response systems, and cultural expectations

Follow him Twitter: @jeffsussna

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