Speaking Engagements

Speaking topics include:

• Collaborating for Success: The Future of IT Service and Support Culture
• Setting Expectations – 5 keys to successful engagements
• Delegation – 7 strategies to grow by letting go
• Career Passion – 6 secrets that will double your salary
• Perception is reality – 3 ways to manage perceptions of your team
• Culture of excellence – 5 things you can do today to instill a culture of excellence
• Leaving a powerful legacy – 5 essential steps to making a difference today, tomorrow and for generations to come
• Our job is not IT…Our job is keeping users productive – 5 things you can do today to ensure customer satisfaction
• Mastering Service Delivery – Top 10 keys to successful balancing customer expectations and company needs
• Designing a positive support structure – 3 things that will change how you think about IT support forever

Business consulting topics include:

Business Relationship Management (BRM)

Bringing value to an organization is more than CX, Delivery or Service Management alone. Bob shares the secrets of uniting disparate business functions, enabling strategic business partnerships and driving co-created value for organizations. 

Customer Experience  (CX)         

Combining practical concepts and skills-based sessions, Bob provides valuable insight into creating effective customer communications, connecting with your customers, and empowering your customers. Bob will explore topics like creating a service culture, customer satisfaction, call center management, and more.

Industry Insights
Service and support never stops evolving. We must evolve with it, or risk being left behind. Bob will provide fresh and sometimes revolutionary perspectives on the service and support industry.

Executive Vison
Bob works with CIOs and senior business executives who are responsible for their organizations’ strategic direction, long-term planning, and support vision to address provocative support perspectives and emerging trends, and is designed to challenge your established thinking, generate new constructs for service excellence, and engage you in stimulating dialogue.

Service Management Excellence
Bob brings the latest approaches to enhancing the service desk, infrastructure, and technical support through service management and helps you discover the latest techniques and practices for increasing business value of the support organization and achieving your organizational objectives.

Support Center Optimization
Bob delves into the concepts and best practices that promote process improvement and operational efficiency and effectiveness, all of which are critical to support center optimization. Bob brings 25+ years experiences with implementing new services, facilitating process adoption, and keeping pace with emerging trends with a focus on quality assurance and continuous service improvement.

Team Dynamics
Bob educates on the key principles and strategies related to leadership, team building, motivation, and effective communication and covers best practices for handling key people issues, including staffing, resource maximization, and performance management.

Metrics and Measurements
Performance measurement is a critical activity for any effective service and support organization. Bob explores the metrics and KPIs you are and should be measuring, as well as how to determine if your data says what you think it says and how to effectively report the most meaningful metrics. This information will help you make the proper decisions and take the appropriate actions for continuous improvement.