Latest / The DEX Show: A Show for IT Change Makers / Progressive House Meets Proactive IT (w/ Marc Carone)

Transcript

Progressive House Meets Proactive IT (w/ Marc Carone) · The DEX Show: A Show for IT Change Makers

0:01
Welcome Item change Makers to the Deck Show with Tim Flower and Tom McGraw.
0:07
Let's get into it. Hello, change Makers, Welcome to a special solo
0:13
edition of the Deck Show Today. Tim is not available. I think he's
0:18
motorcycling around Maine. He may have to correct me on exactly what he's doing
0:22
next time, he said, but I'm pretty sure that's what it is.
0:25
So it's just me today, and I'm joined by It's not just me,
0:29
I'm joined by a wonderful guest. It's Mark Corone. Mark is a former
0:34
Next Think customer, as we'll hear something about that, but he's a builder
0:38
and mentor of world class client service delivery teams. Mark, Welcome to the
0:44
show. Great to see you, Thanks for coming, Thanks for having me.
0:46
Tom, great pleasure. And I have to say, we're gonna you
0:51
really turned our heads with some articles you published recently, and we're gonna we're
0:54
gonna get stuck into those very shortly. But I just remembered before we started
0:59
recording, but one of our producers, Ella, who who sort of arranged
1:03
this episode, she did mention correct me if I'm wrong. Mark. Maybe
1:07
I misremembered, but I think you're a DJ is that right, that's like
1:11
a that's like a passion. Sure. Yeah. I started early as a
1:15
as a DJ, and eventually that progressed into electronic music production. But it's
1:22
kind of a passion of mine and I did the club circuits back in the
1:25
day, and it's just kind of something that I've kept with over the years.
1:29
It's more kind of a creative outlet for me, I think these days.
1:34
But I just love doing it and I love music and electronic production.
1:38
Electronic production so what they called in America or e DR is the tainted dam
1:44
right. Yeah. Yeah. Are you sort of a generalist or do you
1:49
have a sort of a subgenre of dance music that's your particular passion or yeah.
1:53
I focus more on the progressive house and techno side, so I tend
1:57
to like more type electronic music and things of that nature. So I have
2:02
a website I could share with you and have all my music posted up there
2:06
and DJ mixes and a lot of fun stuff. We will put it in
2:08
the show notes. Mark progressive house. Well, there's a term I haven't.
2:14
I mean, I'm I came of age in the nineties right in the
2:16
UK, where you know all of these subgenres almost all of them were actually
2:22
born. Hey what John Digweed progressive house that Yeah, it's funny. So
2:25
I used to frequent a club in New York City called Twilo years ago when
2:30
it was you know, kind of the New York City club scene was really
2:34
coming up with electronic music. There was obviously a lot of influence from Europe,
2:38
and Sasha and Digweed had a residency at Twilo. It was the if
2:44
I recall correctly, it was the last Friday of every month and we would
2:47
go. I mean we went for years just to go and most of the
2:53
US folks got their first experience to that genre of music and progressive house,
2:59
and it was just a great vibe. Everybody was there about the music,
3:02
having a great time, and it was really was. It was definitely the
3:07
highlight I think historically of the New York City club scene. There was just
3:12
so much good music going on, and they had residencies with other DJs,
3:15
you know, Carl Cox, Paul Van Dijk, I mean, you name
3:17
it. They came in to do regular appearances at the club, and you
3:23
know, Twila was one you had sound factor. You had other clubs as
3:24
well, but Twilo for me in particular, stuck out because the focus of
3:30
that venue was really just on the electronic music scene. And the sound system
3:35
was incredible. They had this Phason sound system that was way ahead of its
3:38
time, and you can stand in the middle of the dance floor and have
3:43
a conversation like we're having right now, but the music is loud, So
3:46
it was. The way it was tuned was incredible. I think Steve Dash
3:50
was the guy who tuned the system, and it was just so clean and
3:54
crisp, and it really accentuated all of the nuances and all of the tracks,
4:00
and it really just enhanced the overall experience of being there. Yeah,
4:03
for listeners who don't know if there's a lot of nuance in progressive house,
4:06
it is a very textured genre of music. What years were those residencies?
4:14
Mark just late nicely two thousands. I think it was around two thousand and
4:19
one if I recall correctly where Twilight closed. But that time period was really
4:25
a unique time period in New York City club history and definitely for me highlight
4:30
that's amazing. Literally, I saw John Digwied in about I remember it well
4:34
two thousand and one, so you know in the UK, So there you
4:38
go. Not to make too seamless a transition to the main topic of conversation
4:45
today, but I am interested, you know. I guess therefore your passion
4:48
in your pastime of music production and EDM. Have you corrected me on it
4:54
does kind of dovetail quite nicely with being an expert on user experience and IT
5:00
infrastructure, you know, the joining tissue of technology basically, right, Yeah,
5:06
that's what really got me into technology. So when I was building a
5:12
studio and starting to get into music production, that's really where I learned how
5:15
to troubleshoot. And in going through all the various challenges of building a studio
5:21
and troubleshooting all of the issues that go along with that, I kind of
5:25
gravitated towards technical support. And my career journey started on a service desk,
5:30
So I actually started off as an agent in a call center, and doing
5:36
that, I just loved the whole technical support aspect of it and servicing customers,
5:42
and that's really what kind of started my career journey into the service delivery
5:46
and technical support customer service domain. From there, I progressed through management over
5:55
the years. I started to run large service organizations for Fortune five hundred companies
6:00
I've led global service desks and user services engineering, audio visual, user experience,
6:08
and then also large platforms enterprise SaaS platforms such as service Now, app
6:13
Space and next think very cool and your articles, as I have mentioned at
6:19
the top, stood out to us great reads, and we will include list
6:23
of them. Of course, maybe as we approach the themes that you cover
6:28
them, but maybe a good place to start is to bring people a little
6:30
more in a little more detail, up to date with your experience, your
6:34
real world experience implementing deck proactive IT in organizations. Yeah, I appreciate that.
6:42
I guess the two most recent articles that I published in my help if
6:46
I break them down into kind of some of the key points and how it
6:50
leads to improving the overall customer experience using decks and the first article I believe
6:57
is a prerequisite to the second and critical for any successful dex implementation and ultimate
7:03
pivot to proactive support. Article one is titled the Road to Service Excellence Starts
7:10
with your team, and in the article, I highlighted the approach that I've
7:14
taken to best empower my team to drive service excellence, and there are some
7:20
key themes there right. The first is focusing on building meaningful relationships with the
7:27
various members of your service team. This is super important and you'll see as
7:30
I kind of walk through it. Getting your team empowered, engaged, valued,
7:35
acknowledged. That's the most critical part of this all because if you're going
7:40
to deliver and drive service excellence, you need to have a strong and high
7:44
performing team. Some approaches that I've done to help with that is simple things.
7:50
Right, check in with your team on a regular basis, see how
7:54
they're doing. I've had many conversations with my team, some informal. Most
7:59
of it's informal, but some business related, some personal in nature, but
8:03
really getting to know the individual members of your organization helps to build trust.
8:09
You can use it as an opportunity to acknowledge their hard work and contributions.
8:13
I mean, your teamwork's very hard for you, so it's really important that
8:16
you acknowledge that and make them feel valued. You can also empathize with their
8:22
challenges right, understand what they're going through on a day to day basis,
8:24
and use that as an opportunity as a leader to help them navigate whatever challenges
8:31
that they're going through. It's important to understand what motivates your team. Once
8:35
you understand that, you can telor your message really through their lens and help
8:41
align them with your organizational vision. Of your organizational vision, and also use
8:46
it as an opportunity to clarify their roles. Especially in this new AI world.
8:52
There's a use case for self service, but there's also a use case
8:54
for empathy and human emotion. If you take a customer escalation as an example,
9:01
a customer is not going to want to go through automated responses when they're
9:05
already heated or they're having a service challenge. They want to speak to someone.
9:09
So I think it's important to have a blended approach between tools that provide
9:13
quick resolutions to issues, but also have service channels available when someone actually wants
9:18
to speak to someone, and then you can use that as an opportunity to
9:22
build those relationships with your customers and help them through whatever challenge they're currently encountering.
9:30
Also, I'm sorry, Tom, I think also it's an opportunity for
9:33
leaders to listen. And this is the most important thing. When you're spending
9:39
time with your team. It's not about you, it's about them, and
9:43
it's listening to the challenges that they're going through, listening to the feedback that
9:46
they're providing to you. When you're spending time with the front line support folks
9:52
on your team, they're the ones that know best what's going on across your
9:56
organization, So by really spending that time with them, you're getting a pulse
10:01
on what's going on in the ground, and then you can use that as
10:03
an opportunity to better understand the feedback that's coming in from your customer and then
10:09
tailor your continual improvement opportunities to align with that feedback. Absolutely, and I
10:15
suppose the communication issue goes two ways, right, because it's about being able
10:18
to communicate clearly with your colleagues and the people on the front line, as
10:22
you say, but it's also integral or important to be able to communicate upwards.
10:28
What approaches do you commend in terms of communicating the value of these kind
10:33
of novel solutions to executive leadership and helping them to understand the value that's being
10:39
delivered in ways that aren't necessarily conventionally measured. When you're communicating a tool such
10:48
as des especially to your executive leadership team, you have to focus on things
10:52
that are going to resonate with them, right, So typically we would look
10:56
at the financials. When you look at from a cost perspective, you have
11:01
hardware optimizations, right, you can pull cost savings from that software as well
11:05
in one example, So deck scores are great because we use the deck scores
11:11
to help us get a really good pulse on the performance of our computers across
11:16
our environment. And traditionally, if you look at something like a hardware refresh,
11:20
most companies do it on time based, right, the warranty is up
11:24
and then it's time to refresh your computer. But in many instances you learn
11:28
that customers are happy with their computer at the current state that it is.
11:33
It's performing well, they're not having any issues. This certainly it's certainly disruptive
11:37
to them as well when you're you know, taking them away from their day
11:39
to day and having to refresh your computer and copy their data over, et
11:43
cetera. So while that is a necessary step because you do have to replace
11:48
these machines, eventually you can rethink about the way that you do it from
11:52
a timing perspective. So when we looked at the deck scores, there were
11:56
machines when we did our annual analysis of machines that were up for refresh,
12:01
there were many machines that were still performing very well that we felt we can
12:05
get more life out of that we didn't have to refresh at that point in
12:09
time, And in doing that analysis, we were actually able to pull out
12:13
a significant amount of savings out of my capital budget for that particular year by
12:18
deferring hardware refresh. It was no impact to the customer because they were still
12:22
happy, they were their computer was functioning fine, and they were still highly
12:26
productive, but we didn't have to just replace it for the sake of replacing
12:28
it. So that's one example, and I think that resonates with the finance
12:31
people as well because it gives you an opportunity to really think about how you're
12:37
spending and you know, be a little bit more thoughtful and smart about the
12:43
way you're allocating your capital. From a customer experience perspective, as you're using
12:48
the desk tool to start to pivot to proactive support, obviously using insights and
12:54
all that which which we'll get into, that leads to higher customer satisfaction When
12:58
you're pivoting to active support. This saves the customer time from navigating your various
13:03
support channels because you're reaching out to them proactively as opposed to them having to
13:07
come into you for support and services. So there's definitely an element of driving
13:13
up your customer satisfaction. As a result of that, there's productivity gains.
13:18
As the teams are looking through the insights data, they're able to identify workflow
13:22
opportunities, optimization customer improving customer uptime because now if you can put effective workflows
13:30
in place, you can reduce the amount of time that they need to spend
13:33
engaging you for various services and support. And then also there are other features
13:39
obviously campaigns. It always wants to be transparent with its customers, so campaigns
13:45
are a good way, at least in an internal customer facing organization where you
13:50
can deliver messaging very tailored and specific to your end users and improve transparency in
13:56
the messaging. And you know, when you think about productivity gains and downtime,
14:03
how successful do you feel you were and for instance, your last role
14:07
at being able to convey the meaning of those achievements Awkwards, I think it
14:13
comes down to the customer feedback, right, So we would do business roundtables
14:18
quite frequently. You know, just to get a pulse. We had obviously
14:22
your traditional csat where we would measure against customer performance as they're contacting our various
14:28
service channels. But you know, with the productive support aspect of it,
14:33
when we would outreach to a customers, that support experience is elevated, right.
14:41
I Mean, when when you're in the lens of a customer and you're
14:45
having to contact someone for services, that's one experience. But when we're reaching
14:50
out to the customer aware of what their issue may be and then helping them
14:54
resolve it proactively, that's a different level of customer service, right, and
15:00
and that drives up customer satisfaction tremendously. So some of the feedback that we
15:05
received from our customers was like, Wow, I didn't even realize that I
15:09
had this issue, because it may be an issue that is going to happen,
15:15
right, But by using the insights data that we have, if we're
15:16
seeing errors or we're seeing you know, issues perhaps with Wi Fi connectivity or
15:22
other things, knowing number one, that we have a pulse on what's going
15:26
on and we're communicating that to the customer as opposed to them hearing from their
15:31
peers that something is happening. That's that's transformational. And the feedback that we
15:37
received from the outreach was very positive. And I think if you take that
15:41
approach, and it's not realistic to do that across an entire organization for every
15:46
single you know, incident that you're resolving or service requests, but I think
15:52
you have to break it down into areas that are most impactful for the customer.
15:58
Right, So when you're looking at the insights data and you're identifying trends
16:03
and you're looking for areas of opportunity, whether it be automation opportunities or just
16:08
degradation of service across different areas, you can really dive into it and then
16:15
pull together certain subject matter expert teams, which is kind of the concept of
16:21
the second article that I wrote, which we can get into if you like,
16:23
and that really will put focus on your team so that they can work
16:30
on issues that are most impactful for your customers and drive the highest customer satisfaction.
16:37
Great, and I do absolutely want to get into that second article,
16:38
And the way I read it, Mark was that you were trying to almost
16:45
position the place at AI and the evolution of proactive services, which isn't exactly
16:49
how it's framed, but I mean took us through what you wrote and maybe
16:55
relate that to that theme as well as you can. Yeah. So,
17:00
so I focused on leveling up your customer experience and a lot of it had
17:03
the two really main themes to it. The first one is leveraging the data
17:07
right, so AI insights and the ability to take large amounts of data and
17:11
roll it up into themes make it easier for your teams to action it.
17:18
That's really transformational because in the past you would have to go through this huge
17:22
data discovery and spend time, whether it be going through your incident management systems,
17:27
exporting all customer ticket data, trying to analyze that pivot it, make
17:33
sense of it. But with the technology now bringing all that forward, it
17:38
really helps speed up the time for your teams of identifying where they should focus.
17:45
So the insights data is critical I think for any tool that you're using
17:51
to drive service transformation across your organization, and it's super helpful because it really
17:56
helps you prioritize the areas focus and again saves time for your team so that
18:03
they don't have to go through this kind of massive review of all this data
18:10
which as you know, can be very time consuming. The other part I
18:15
found effective in addressing the customer part of it, pulling together Tiger teams.
18:22
So I always love the Tiger team concept because you take together cross functional subject
18:26
matter experts who are highly skilled. But with a Tiger team approach, you're
18:33
looking at a point in time issue, right, So something happened, you
18:37
bring highly skilled members or your team together and and you work on that particular
18:41
issue. What I thought about doing was expanding that concept to more of an
18:48
ongoing opportunity, right, So, rather than just a point in time action,
18:53
take that Tiger team concept and make it a continual improvement opportunity. So
18:57
we looked across our service organization. We picked out some of our highly skilled
19:03
team members across the different areas, right, some L two's, I,
19:07
TSM folks, reporting service desk, and we brought them all together, cross
19:14
functionally and had them work together on some of the opportunities that were coming out
19:18
of the insights data and then using that to prioritize actions on what we can
19:23
focus on to drive customer resolution. So whether it be issues that are happening
19:30
perhaps in certain regions, if there's a network connection type issue that's impacting multiple
19:34
people, if there's an information security type issue, if there's hardware, software,
19:40
you name it. We would kind of zero in on the data that
19:44
was coming in and then put together action plans after we've done some discovery on
19:48
what's going to drive the most meaningful impact for our customer and drive up our
19:53
customer satisfaction. And have you seen tangible practical benefit from AI investments so far?
20:03
You know, is it something you can vouch for? And if not,
20:04
what are your reflections and how to kind of substantiate that value going forward?
20:11
Yeah, So I think time and productivity are the time and productivity games
20:15
are probably the biggest that we've seen coming from the AI tools. I mean,
20:18
depending upon how you're using them, right. You know, you've got
20:22
tools that'll help you summarize email chains, You've got tools that will give you
20:26
quick access to answers for you know, service requests or if you have questions
20:33
across the company. So we spend time with our knowledge information and our knowledge
20:37
data and imported that into some of our tools so that customers can then get
20:42
quick answers to things. So if they just want to know, how do
20:45
I get this piece of software what's the company holiday schedule? Right? Like,
20:51
it could be very broad. It doesn't just have to be an IT
20:53
provided service. But I think, you know, giving our customers the ability
21:00
to self serve self service is definitely, uh something that we found benefit.
21:07
I mean, next thing, assist if you look at what it's done to
21:10
queries, less of a focus on having to learn NQL and now you can
21:15
just go and type in what you need and it pulls it together for you.
21:18
I mean. Advancements like that I think are certainly helpful, certainly for
21:22
the internal support teams. But you have to have proper governance and make sure
21:30
that the information is accurate. You know, the hallucinations and all that.
21:33
I mean, you need to make sure that when you're getting data out of
21:36
whatever the system is, that it's accurate, that it's been validated. You
21:41
have to educate your user community as well on the usage of the tools,
21:45
because you have to be cautious of putting sensitive data in there and things like
21:49
that. So I think there's a user education component to that as well.
21:55
For content creators, I think it's been a game changer in many ways.
22:00
So we talked about my journey as a DJ and electronic music position musician.
22:07
Right, So there's there are tools that will enable you to create a cappella's
22:14
stems of songs. So if I'm if I'm looking at it through the lens
22:18
of a content creator, if I'm looking to create a song and I need
22:23
a vocal for it, there are tools where I can just go in and
22:26
type the lyrics out and then it'll give me a quality vocal out of it,
22:32
right, or or an instrumental or something, and then I can use
22:33
those elements as part of my song and the results are really good. So
22:38
while it may not be great for actual content creators, I think it's it's
22:44
complementary. I don't think it's going to replace singers, but I think it's
22:47
it's just another tool in the arsenal. And as a content creator, I
22:52
think you know, whether it's image creation or you know, music and audio
22:56
video things like that, it's just another tool that helps, uh. You
23:00
know, it adds to your your your your toolkit to complement your work.
23:07
And you see that as a direct analogy with how IT teams are going to
23:11
ultimately grow and develop with this new dimension of capability. You know, just
23:17
more tools cret sure from from a user perspective, I think there's the output
23:22
to the customer, right, there's certain elements of that, and then there's
23:25
also the output to the internal teams. So depending upon the use case of
23:29
the tool and how the teams are using it or the customers are using it,
23:33
there's different use cases for it. So yeah, I mean it continues
23:37
to evolve, it continues to get better over time. Many people could talk
23:41
about the benefits of AI and the pros and cons, but what I found
23:45
in the practical use is there are definitely time and productivity games of using the
23:51
technology. It's interesting, I feel like so far, and I don't maybe
23:55
you speak to this from your experiences in music. Again, as much as
24:00
it so far, it does feel like these are incredibly powerful tools, and
24:04
we find it in marketing and writing and content creation, you know, within
24:10
marketing. But they're tools which are only powerful if the person using them knows
24:15
how to use them and knows what they're after. You know, you have
24:18
to you still required to have that grasp on your on your field. You
24:23
know, it doesn't allow you to to pretend to be something you're not.
24:27
It would seem to me now, I don't know if that's going to change
24:30
as they become increasingly powerful, but presently that's that's how they feel. They
24:34
feel like enhancement tools rather than things that substitute others. Thinking no, I
24:42
would agree with that, and thinking about we we actually just got some results
24:48
back Mark. We ran a survey in the future of the service desk.
24:52
One thousand IT professionals externally externally surveyed, and we're really I'm not gonna drop
24:59
any any oil is here, but I think we're going to be revealing some
25:03
of these results soon and they are absolutely fascinating, and they put in my
25:06
mind to ask you about how you see the future the service desk ultimately developing,
25:11
say over the next three years, and whether you think that in the
25:17
form in which we currently understand describe talk about the service desk, whether you
25:22
think instinctively that it has a solid future or that it's going to undergo so
25:26
much change in a relatively short period of time, but it completely reconfigures our
25:30
understanding of what it is. Yeah, I think that the service desk will
25:36
continue to evolve. I mean it won't be in a traditional state right that
25:41
it is today. For the longest time, there was this push for omni
25:45
channel right where you had as many ways to get into the service desk as
25:48
possible or into your service organization. I think service desk volume will probably decline
25:56
over time, given you know, and I've seen that firsthand, right.
25:59
I mean, whenustomers have the ability to self serve, especially through certain tools,
26:03
you're not going to require as many calls into the service desk. And
26:07
then internally with an I, when you're continuously working on automation opportunities and ways
26:12
to provide quicker delivery of your services, whether it's through self service or through
26:18
other tools, I do think that that will continue to evolve. However,
26:22
I talked before about kind of a blended approach. The biggest thing that I've
26:27
seen is really AI is good at providing quick resolutions to things. You have
26:33
to make sure the knowledge behind it is solid and accurate, But there's still
26:37
that human element to it, right, And I think depending upon what type
26:42
of service desk it is, you still need people, and people want to
26:48
talk to people, right, And some people are perfectly comfortable with self servicing,
26:53
and others want to be walked through whatever it is that they need,
26:57
whether it's a pro more if they need a service so I think while the
27:03
service desk will transform, and I think as more tools become available and they
27:07
start to leverage these tools, you may it won't look like it is I
27:12
think today, because the agent skills will improve as well, because just as
27:18
the customers are able to get better answers out of these tools, the agents
27:22
themselves will also be able to use the tools to provide better responses. So
27:26
I think over time you're going to see improved service quality, given that everybody
27:30
now has access to this information. So so yes, I don't know if
27:34
that aligns with what you're hearing, but but I do think that there will
27:38
continue to be transformation across the service desk, and there are there are definitely
27:45
good solutions out there, both for the internal service desk people to leverage and
27:49
also for the customers. It certainly does align Mark, I won't drop any
27:53
any ver, Okay. Now, As a as a mentor, as a
27:59
team built that I'm sure that what you know when you're in that role,
28:03
the development of the individual components of your team professionally is incredibly important to you,
28:08
and I'm sure training is an incredibly important part of that picture. You
28:15
know, what would you advocate advocate with regards to developing deck skills, automation
28:21
skills, AI skills, how should they be going about it? And do
28:26
you see VS as opening specific new career paths or merely as necessary components of
28:33
any EUC professional path at present? Yeah, I think it depends on the
28:37
tool right. So the approach that I took with DEX was it was complementary.
28:42
I didn't and again, every every environment is different, so some companies
28:47
may be in a position where they want to create specific roles for DEX professionals.
28:53
I took the approach more as it being just another skill path for existing
29:00
subject matter experts where they're already highly skilled on their domain. But then DEX
29:06
is just another toolkit that they can bring into their skill set and use in
29:11
their day to day Right, So I do think yeah, I mean if
29:15
you're talking AI specific jobs, then yes, I think there's a there's a
29:18
career path for that. But if you're looking at tools that are providing services
29:22
that leverage AI and teams that are supporting those tools, yes, I think
29:27
there will be continual learning and development for those individuals, and you want to
29:32
make sure that you set them up on a career path so that they can
29:34
take the most advantage of those tools and be the most knowledgeable. But I
29:40
do view it in at least in my opinion, as complementary in that use
29:45
case, and it worked well for us. I think people were interested in
29:49
learning a new skill, and when we pulled our teams together to support decks,
29:56
we identified different areas of decks to upskill the employees. So, for
30:00
example, we had someone who was an expert on reporting who did all of
30:04
our data and analytics. They moved into the reporting track for next think we
30:10
had folks who were doing the L two support, right, they up skilled
30:12
on the tool in the use case of providing proactive and L two type support,
30:18
and then similarly on the service best side. So and I know my
30:21
engineers of course, you know, administering the platform, they may up skill
30:25
there as well. So I think it depends for the most part most employees
30:30
that are getting into that world and learning about a tool such as DEX.
30:34
It's a great skill set to have, but I don't know that it's,
30:38
at least in my use case, was a replacement skill set where the individual
30:42
would just be doing DEX work. I think you want to scale your team
30:48
and leverage them as best as possible across all of the different support tools.
30:52
So I just viewed decks as another great tool at our disposal and make sure
30:56
that and worked with my team to make sure that they had the necessary skill
31:00
set to make the most use of the talk. Yeah, well, look,
31:06
thank you so much Mark for joining us. I'm so glad we could
31:07
talk about John dig Reid as well. That's never been that's never been broached
31:11
on the deck show. That's a deck show first time for everything, right
31:15
indeed. Indeed, and if anybody really missed Tim today and for what,
31:21
I'd much rather heard Tim talking to Mark what you can actually And I figured
31:25
I should give a shout out to Tim's proactive it guy YouTube channel. I'll
31:30
put a link in the show notes as well as to Mark's brilliant articles so
31:33
people can go and have a look at that chattel. They can have a
31:37
look at some of the other Tim conversations which are up. Bay just posted
31:41
something a few days ago and it's a great little channel. Do have a
31:44
look. But Mark, how can people reach out to you? Find you?
31:48
Read your work? Sure? So on LinkedIn Mark Corona m R C
31:53
C A R O and e I have my articles published there and you know,
31:57
happy to reach out to anyone individually. If you have any questions around
32:00
service delivery, I T s M. Feel free to message me on LinkedIn.
32:06
If you do like electronic music DJ M one oh one dot com.
32:09
That's my site so I've got to love it there and DJ mixes as well.
32:15
So happy to fuel your workout routines or a drive on a nice sunny
32:21
day, or if you're getting ready to go out and have a good time.
32:24
Great plug, great plug. You know, we had Andrew Hewett was
32:29
our first ever guest on the show, right from Forrester, and he is
32:32
actually in a in a Dickdale esque surf band, and we actually we had
32:37
a bit of the luxury of Timemark and we were able to have a bit
32:39
of his music play us out. Sadly, I think we're going to be
32:43
posting this today and we don't have that luxury. I've always had to be
32:45
lovely a little bit of you're in you're in a E d M to see
32:49
us, to see us off. But in the meantime, maybe next time,
32:52
Mark, maybe if you come on the show again. But in the
32:54
meantime, thanks so much for joining us. It was great to chat my
32:58
pleasure. Thank you so much for having me. To make sure that you
33:02
never miss an episode, Subscribe to the show in Apple Podcasts, Spotify,
33:07
or your favorite podcast player, and if you're listening on Apple podcasts, make
33:10
sure to leave a rating of the show. Just tap the number of stars
33:14
you think the podcast deserves. If you'd like to learn more about how next
33:17
think can help me improve your digital employee experience, head over to next think
33:22
dot com. Thank you so much for listening. Until next time,