Pixels buzz on dusty screens Motors whirring in gestation I built all of these machines Calculating wrong equations. In light it fell through tin roof rust One raindrop sparks the crashing system Night falls painting metal frost Captures the corroding kingdom. Then snaking vines constrict cables tight. Weak walls collapse. And bursting in Sunlight blisters unkeyed plastic. Mold empathic eats synthetic skins. Leaves blanket, dew coats nettles bold with burning stings. My empire was dead but it grew. In the passage of years I may discover In deep soil, a decayed resistor And think back to when it was new.
Merging identities: Why I’m posting non-work stuff here now
TL;DR Previously on this blog I posted only writing relating to what I do for work – learning & development, technology, management, and customer experience related blogs and the like. I’m now going to post all of my writing – poetry, movie reviews, random thoughts, whatever.
Continue reading →Robot waiters, chatbots, and AI image generation
I love technology. I work in tech and I am a big consumer of tech in its various forms. But I’m not blind about the shortcomings of a lot of technology, and part of what I find fun about using new technology is comparing how it actually performs with the marketing bluster about it.
Yesterday I went to a hotpot restaurant which had a robot waiter. Not so much the sleek, cool and futuristic robot that you might have imagined if you were asked a decade ago what the robots of today would look like. This robot had a cat face, played muzak-style elevator tunes, and needed rescuing when it got stuck on the edge of a wall. It was cute and novel, but only capable of bringing out dishes and returning to the kitchen. I’m sure if the human cooks and wait staff there were asked if it made any significant impact on their workload, the answer would be a no.
Continue reading →Refocusing on Customer Journeys
A rethink
A few months back, I got offered an opportunity to create a new suite of training courses for an organization I like a lot. I would have owned the entire process, from planning to evaluation, and I would have had content producers to help me realise my ideas. These courses would have been my baby, and I would have had complete creative control over them.
Five years ago, a project like this would have been a dream.
But I turned that opportunity down. Why?
Continue reading →MA Professional Education & Training Graduation
I am extremely happy to have attended my official graduation ceremony from UCL for my MA Professional Education and Training.
Thanks to UCL Institute of Education for putting on a wonderful virtual graduation ceremony to round off a fantastic Masters degree experience!
Attending at 3am over Zoom in my pajamas with a DIY mortar board made out of duct tape by my wonderful partner isn’t quite the way I imagined it would go when I started this degree, but it was a very heartfelt and memorable ceremony that I will remember fondly for always.
Continue reading →Changing times – What CX means to me today
I have been on a long hiatus from social media and business-related blogging. 2020 has been like no other year, and I’ve been thinking a lot about what all this change in the world means for me personally and professionally. Now, I’m digging in again, and I wanted to share where I’m at.
I’ve been trying to articulate my stance on all of this and I think maybe a story helps.
Continue reading →My 2019 Roundup
I’ve had a awesome crazy amazing 2019, and I wanted to share a few highlights, personal and professional, that have made my year!
Finished my Masters degree in Professional Education & Training
This degree saw me become a part-time hermit, read so many research papers that I thought my brain would explode, and cry on more than one occasion.
More than anything though it gave me an appreciation for how much of a journey professional learning is. How much learning is irrevocably linked to our egos, identities, and preconceptions. How much we box up and pigeonhole learning into professions and tight areas when really it’s learning along the boundaries between them that’s full of the most tenacious issues. How much learning is vulnerable, and messy, and if you’re doing it properly, it can sometimes make you feel really crappy.
Continue reading →Connecting the Customer Service Dots at ICMI 2019
Any article that myself and the brilliant Bob Furniss are both in is very good in my book!
Click through to read this great writeup of our respective ICMI Connections sessions.
Here’s my section…
Continue reading →I’m CX Accelerator’s Community Member Spotlight for November 2019!
I’m really happy to be featured as CX Accelerator‘s Community Member Spotlight for November!
Click here to go through to the Community Spotlight page or just read my interview below 😊
Continue reading →My ICMI Connections Speaker Slot: Fantastic Bots & How to Build Them
In late October I had the privilege to present at ICMI Connections 2019 in Chicago. My session was called Fantastic Bots and How to Build Them – an hour-long trip through chatbot goals, planning and implementation.
Continue reading →