Rob Addy

A member of the Gartner Blog Network

Entries Categorized as 'Technologies Underpinning Support'

Beware the Magic Mirror of Self-Delusion

by Rob Addy  |  October 16, 2013  |  Submit a Comment

Everything is wonderful. Your customers are satisfied. Or so your internal metrics suggest. You pay a fortune to collect and analyse the data. Of course it’s accurate and relevant. CSAT is trending nicely. Top box ratings are on the up. NPS has never been higher. And yet you have a nagging doubt gnawing away at […]

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Category: Support Strategy Technologies Underpinning Support     Tags:

Infrastructure Services 2013: Promote your value; Prevent their pain!

by Rob Addy  |  January 9, 2013  |  3 Comments

Infrastructure services providers must change. Today’s business models won’t work tomorrow. The transition will be hard. Some will fail. Providers must deliver demonstrable value, prevent operational and business pain and wage a war on waste to survive. If customer’s see no value; there is no value. Figure 1. The Infrastructure Services Factory of the Future […]


Category: Infrastructure Services Support Strategy Support Value Technologies Underpinning Support     Tags: , , , ,

The Support Innovators Dilemma

by Rob Addy  |  December 10, 2012  |  1 Comment

Support innovation is non-trivial i.e. hard. So many potential projects… So little time… How can you secure funding to innovate your services if the business still see you as “just” the annuity laden cash cow? Even if you have funding there are still far more questions than answers. How should you utilize your limited resources? […]

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The Ascent of Knowledge Mountain

by Rob Addy  |  November 25, 2012  |  4 Comments

Knowledge is power. Everyone “knows” that. But how does one attain it? There are no easy answers to that one. Analytical prowess will be the battleground for service providers in 2013 and beyond. Are you ready to take the statistical fight to your competitors or will you be on the back foot when the time […]


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Dear Santa…

by Rob Addy  |  November 20, 2012  |  Submit a Comment

My six year old has an uncanny habit of asking the impossible question. If it’s not a school run discussion on what part of you goes to heaven when you die, it’s an overly elaborate and highly descriptive letter to Santa Claus asking for presents that no toy manufacturer (be they staffed by magical elves […]

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Category: Support Operations Technologies Underpinning Support     Tags: , , , ,

Take Time to Admire the View (and Enjoy the Pie)

by Rob Addy  |  September 24, 2012  |  2 Comments

To paraphrase (ok, misquote completely) Ronald Coarse, “If you aggressively interrogate the data for long enough, it will confess everything and anything”. And yet, the inherent dangers of overly rigorous analysis are often completely ignored. Certainly, the phenomena of analysis paralysis is debated frequently. But the potential dangers associated with premature conclusion are rarely considered. […]


Category: Support Processes Technologies Underpinning Support     Tags: , ,

An Ode to Crowdsourcing

by Rob Addy  |  August 9, 2012  |  2 Comments

A while back I brutalized a Kipling classic in the name of Product Support. Well, now it’s Wordsworth’s turn. “I Wandered Lonely as a Cloud” gets a revamp in aid of the myriad of knowledge marketplaces and developer exchanges that are now prevalent across the globe… Talent and expertise are no respecters of creed, geography […]


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An out-of-hours linguistic plan so cunning you could pin a tail on it and call it a fox?

by Rob Addy  |  July 20, 2012  |  2 Comments

Local language voice support is expensive. Different providers offer different degrees of coverage. Some claim to provide support in 120+ languages for instance. But is this really real? What is the coverage split by product mix and technical expertise / experience level? How does this vary by time of day and time zone? Quoting a […]


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Collective Chaos or Communal Consciousness?

by Rob Addy  |  July 4, 2012  |  Submit a Comment

The “wisdom” of the collective may be a slight oversell. Sometimes the crowd moves in mysterious ways. It’s not an omni-present all knowing sentient entity. No, that’s a gross over estimation of its abilities. Neither is it because it thinks it’s right or because it knows something you don’t. Sometimes it just moves because it […]

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“Automation” is the Answer; But what was the Question?

by Rob Addy  |  June 4, 2012  |  3 Comments

“Automation” is a catch all term used by service providers to explain away projected productivity and margin improvements on investor calls.  But what technologies fall under this banner and how will they help shape provider service offerings in the future? Providers are constantly claiming that “automation” will be at the heart of their next generation […]


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