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mattberan.bsky.social
Okay, it took all my energy to keynote today so I don’t feel like typing all afternoon.

Back on April 8th for ServiceSpace (Vienna)

Beran out.
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March 28, 2025 at 2:51 PM
mattberan.bsky.social
Love this #Spark25 #SDISpark25
March 28, 2025 at 1:07 PM
mattberan.bsky.social
The impact of generative AI.

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March 28, 2025 at 1:03 PM
mattberan.bsky.social
AI being used to free up doctors from having to take notes do they can listen better.

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March 28, 2025 at 12:54 PM
mattberan.bsky.social
How does it FEEL when you see a machine do something in 30 seconds what used to take you 30 days.

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March 28, 2025 at 12:53 PM
mattberan.bsky.social
Now Dan Turchin on how to work with AI (yes round 2, but different)

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March 28, 2025 at 12:52 PM
mattberan.bsky.social
#Spark25 #SDISpark25
March 28, 2025 at 12:52 PM
mattberan.bsky.social
KNOW your customers. Then the experience work is THAT much easier.

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March 27, 2025 at 4:08 PM
mattberan.bsky.social
Build examples of tickets your personas would create!

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March 27, 2025 at 4:00 PM
mattberan.bsky.social
Put your personas in the knowledge base!

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March 27, 2025 at 3:59 PM
mattberan.bsky.social
Don’t know why my camera is doing this but here’s an example of a couple personas used at this college.

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March 27, 2025 at 3:58 PM
mattberan.bsky.social
Next breakout: Alex Harding on Designing an experience with Human Centered design.
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March 27, 2025 at 3:55 PM
mattberan.bsky.social
If you have physical offices, you better have physical service centers.

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March 27, 2025 at 3:07 PM
mattberan.bsky.social
Reduce call volume by holding new hire training

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March 27, 2025 at 3:07 PM
mattberan.bsky.social
If you run a service desk, CALL your missed calls back.

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March 27, 2025 at 3:04 PM
mattberan.bsky.social
Creating tickets adds NO VALUE to your customer. Just for you.

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March 27, 2025 at 2:59 PM
mattberan.bsky.social
Hot swaps are a perfect example of outside in service design.

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March 27, 2025 at 2:58 PM
mattberan.bsky.social
They started to do walk-around each morning and looking for problems to fix.
#proactiveSupport

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March 27, 2025 at 2:57 PM
mattberan.bsky.social
Then they asked “what is causing the calls?”
And they started realizing how many were caused by IT

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March 27, 2025 at 2:56 PM
mattberan.bsky.social
They noticed the afternoon calls were drops from the morning rush

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March 27, 2025 at 2:54 PM
mattberan.bsky.social
Next up, Tarun Dewat on living the dream: a ticketless service desk

Service desk is a customer of Infrastructure and App Dev

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March 27, 2025 at 2:54 PM
mattberan.bsky.social
Some of Dan’s podcast guests and episodes to check out

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March 27, 2025 at 2:41 PM
mattberan.bsky.social
The new UI is AI.
Voice is the new interface.

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March 27, 2025 at 2:38 PM
mattberan.bsky.social
Dan is predicting a focus on the humanities. That we will need English and music majors more than ever.

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March 27, 2025 at 2:37 PM
mattberan.bsky.social
Great visual of what AI is capable of.

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March 27, 2025 at 2:22 PM