Session 108: How to Think Like a Customer

Wednesday, April 11 at 10:15 AM

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Dealing with customers is no longer the exclusive domain of service desk and relationship managers. At the speed of business today, it takes the whole IT team to deliver customer-enabling IT services. So, do your customers feel like IT doesn't understand them? Then this session is for you! Help your IT team think like your customers in this lighthearted session that takes you on the other side of the fence for a revealing view of IT from the customers' perspective.

Greg Sanker

Oregon Department of Administrative Services

Greg Sanker is an IT service management author, speaker, and practitioner with decades of global IT experience, ranging from a Fortune 10 tech giant to the public sector. An international speaker known for his practical been-there-done-that advice, Greg frequently blogs about excellence in service management on and was recently named an Top 25 Thought Leader in Technical Support and Service Management by HDI. His new book, IT Change Management: A Practitioner's Guide, was released in September 2017.