Nora’s Articles

Featured
Experiencing a Layoff- the Reality of it all
Experiencing a Layoff- the Reality of it all
How to Have Difficult Conversations
How to Have Difficult Conversations
Canvas Rebel: Meet Nora Osman
Canvas Rebel: Meet Nora Osman
Leading a team of Superheroes- the Honor of a lifetime
Leading a team of Superheroes- the Honor of a lifetime
What you Learn from Owning a Business- 7 Lessons
What you Learn from Owning a Business- 7 Lessons
How to Cultivate a Culture of Innovation
How to Cultivate a Culture of Innovation
"CIO Times- Top FIVE Influential LEADERS in the BUSINESS WORLD Everyone SHOULD KNOW"- Jan 2024
"CIO Times- Top FIVE Influential LEADERS in the BUSINESS WORLD Everyone SHOULD KNOW"- Jan 2024
Applying the Platinum Rule- elevating People as People.
Applying the Platinum Rule- elevating People as People.
The Tree that Inspired me to See
The Tree that Inspired me to See
The ABC’s of Leadership- Authenticity, Boldness & Compassion
The ABC’s of Leadership- Authenticity, Boldness & Compassion
Harnessing the Power of New Year’s Resolutions & Annual Themes- a personal story.
Harnessing the Power of New Year’s Resolutions & Annual Themes- a personal story.
Unveiling the Secret Sauce for Cultivating Employee Engagement- Caring
Unveiling the Secret Sauce for Cultivating Employee Engagement- Caring
Nurturing Innovation: Elevating People Beyond Process and Tools
Nurturing Innovation: Elevating People Beyond Process and Tools
The Humanity of Trust- the Foundation for Business Success
The Humanity of Trust- the Foundation for Business Success
Celebrating National Customer Service Week with Your IT Team: Fostering Alignment and Engagement
Celebrating National Customer Service Week with Your IT Team: Fostering Alignment and Engagement
Parallels Between People and Plants: Lessons in Growth and Care
Parallels Between People and Plants: Lessons in Growth and Care
Servant Leadership: Embracing a New Paradigm for Success
Servant Leadership: Embracing a New Paradigm for Success
Leaders in Tech Podcast: Principles of Success as a Tech Leader
Leaders in Tech Podcast: Principles of Success as a Tech Leader
Career Journey & Advice given by 10 C-Suite Executives
Career Journey & Advice given by 10 C-Suite Executives
Executive Presence- What it is and how to build your own
Executive Presence- What it is and how to build your own
Webinar: Equity in Women in Tech
Webinar: Equity in Women in Tech
Insights Success- The Most Inspirational Women Leaders in Business to Look Out for in 2023!
Insights Success- The Most Inspirational Women Leaders in Business to Look Out for in 2023!
Championing Employee Experience- What Employees Want and Need
Championing Employee Experience- What Employees Want and Need
Hearing and Listening- the importance of managers doing both well
Hearing and Listening- the importance of managers doing both well
The Art of Good Timing
The Art of Good Timing
Recognition- the secret ingredient to lifting others.
Recognition- the secret ingredient to lifting others.
Courage…and lighting the torch to service management innovation
Courage…and lighting the torch to service management innovation
Time and Service
Time and Service
The 5 L's of Leadership. How to Invest in career development and growing others.
The 5 L's of Leadership. How to Invest in career development and growing others.
The Importance of Building Your Own and Your team’s BRAND
The Importance of Building Your Own and Your team’s BRAND
Featured
The Genie is Out of the Lamp: Supersize Your Life with AI
The Genie is Out of the Lamp: Supersize Your Life with AI
Revolutionizing Reality: The Sphere in Las Vegas
Revolutionizing Reality: The Sphere in Las Vegas
Unlocking Tomorrow: 6 Game-Changing Tech Trends in 2024 Fueled by Generative AI, as outlined by Deloitte
Unlocking Tomorrow: 6 Game-Changing Tech Trends in 2024 Fueled by Generative AI, as outlined by Deloitte
Disrupting Industries Through Customer-Centric Design
Disrupting Industries Through Customer-Centric Design
Unpacking the New Trends: Machine Learning, AI, Neural Networks & the Rise of LLM's
Unpacking the New Trends: Machine Learning, AI, Neural Networks & the Rise of LLM's
The Future of Work: Navigating Autonomy, Remote Challenges, and the Gig Economy
The Future of Work: Navigating Autonomy, Remote Challenges, and the Gig Economy
Simplifying Healthcare through Digital Transformation: The Role of Service Management and the Modern CIO
Simplifying Healthcare through Digital Transformation: The Role of Service Management and the Modern CIO
Why Digital Transformation is Important, and What it is comprised of
Why Digital Transformation is Important, and What it is comprised of
Modern uses of Technology- is IT a glass half full or half empty?
Modern uses of Technology- is IT a glass half full or half empty?
Featured
Why CX is Becoming the New Battlefield
Why CX is Becoming the New Battlefield
AI Revolution in CX: The Universal Customer Experience Passport
AI Revolution in CX: The Universal Customer Experience Passport
Bridging the Gap: Aligning Employee and Company Expectations
Bridging the Gap: Aligning Employee and Company Expectations
Retooling Talent- Gaining a Competitive Edge with AI
Retooling Talent- Gaining a Competitive Edge with AI
The Modern CIO- Transformative & Compassionate- Mission, Priorities, and Leadership Approach
The Modern CIO- Transformative & Compassionate- Mission, Priorities, and Leadership Approach
A 50,000 Foot View of the Cloud and the Strategy to Evaluating going to Public, Private and Hybrid
A 50,000 Foot View of the Cloud and the Strategy to Evaluating going to Public, Private and Hybrid
AI and Generative AI- The Difference and 5 Examples of Each
AI and Generative AI- The Difference and 5 Examples of Each
Why Digital Transformation is Important, and What IT Is Comprised Of
Why Digital Transformation is Important, and What IT Is Comprised Of
7 Things I HATE about Healthcare, that I WISH Could be more like Airline Travel
7 Things I HATE about Healthcare, that I WISH Could be more like Airline Travel
The Future of WORK. 7 Trends on the Changes to the Where, How, and Why of Work
The Future of WORK. 7 Trends on the Changes to the Where, How, and Why of Work
Featured
Outsourcing of Support & the Customer Experience- is it truly BETTER, Faster, Cheaper?
Outsourcing of Support & the Customer Experience- is it truly BETTER, Faster, Cheaper?
Key Measurements and Critical Success Factors for Customer Experience
Key Measurements and Critical Success Factors for Customer Experience
5 Strategies for implementing an AI Chatbot in Healthcare
5 Strategies for implementing an AI Chatbot in Healthcare
Unsung heroes- Service Desk agents and the moment of truth
Unsung heroes- Service Desk agents and the moment of truth
Service Management Cornerstone: Communication with Your Customers
Service Management Cornerstone: Communication with Your Customers
AI- Automating the Mundane and Elevating the Humane
AI- Automating the Mundane and Elevating the Humane
The problem with Problem Management- key to implementing this discipline in a “psychologically safe” culture.
The problem with Problem Management- key to implementing this discipline in a “psychologically safe” culture.
Sailing Securely as HUMANS- the age old password problem
Sailing Securely as HUMANS- the age old password problem
Why and How to apply a Balanced Scorecard Approach to achieve the right balance between Employee & Customer Experience
Why and How to apply a Balanced Scorecard Approach to achieve the right balance between Employee & Customer Experience
How ITSM Eventually Ties to Customer Experience
How ITSM Eventually Ties to Customer Experience
A Revamp of the Service Command Center for a Forward-Thinking, Customer-Centric Mind-Set!
A Revamp of the Service Command Center for a Forward-Thinking, Customer-Centric Mind-Set!
The Value of Investing in Customer Service in IT
The Value of Investing in Customer Service in IT
To CMDB or to NOT CMDB….that is the question!
To CMDB or to NOT CMDB….that is the question!
Unique APPROACH TO TRANSFORM THE IT OPERATING MODEl
Unique APPROACH TO TRANSFORM THE IT OPERATING MODEl
Featured
Thanksgiving with Your Work Family: A Recipe for Togetherness
Thanksgiving with Your Work Family: A Recipe for Togetherness
The Dreaded “I’m Sorry, But There’s Nothing I Can Do” – a CX Nightmare
The Dreaded “I’m Sorry, But There’s Nothing I Can Do” – a CX Nightmare
DMV Redemption: From Zeroes to Heroes in 15 Minutes Flat
DMV Redemption: From Zeroes to Heroes in 15 Minutes Flat
CX Sins: 10 Things Companies Should NEVER D
CX Sins: 10 Things Companies Should NEVER D
The Art of Customer Experience: How Party City Nails It and Many Miss the Mark
The Art of Customer Experience: How Party City Nails It and Many Miss the Mark
Customer Experience is a Recipe: Crafting Excellence with Every Interaction
Customer Experience is a Recipe: Crafting Excellence with Every Interaction
Navigating the Customer Experience- from Zero to Hero
Navigating the Customer Experience- from Zero to Hero
Outsourcing of Support & the Customer Experience- is it truly BETTER, Faster, Cheaper?
Outsourcing of Support & the Customer Experience- is it truly BETTER, Faster, Cheaper?
Service Excellence and Pitfalls: A Tale of the Best and Worst Customer Experience Journeys with Baggage
Service Excellence and Pitfalls: A Tale of the Best and Worst Customer Experience Journeys with Baggage
3 S’s to Customer-Centric Service Design for a big Smile
3 S’s to Customer-Centric Service Design for a big Smile
Customer Experience at the Airport- 10 themes for the Ultimate traveler experience
Customer Experience at the Airport- 10 themes for the Ultimate traveler experience
A tale of the best and the worst of onboarding experiences, and how to get it right! Why the best companies get it right from the start, and tips on how to do this
A tale of the best and the worst of onboarding experiences, and how to get it right! Why the best companies get it right from the start, and tips on how to do this
Total Experience- Beyond a noble goal, the key to successful business transformation. Part 2: Customer Experience
Total Experience- Beyond a noble goal, the key to successful business transformation. Part 2: Customer Experience
Total Experience- Beyond a noble goal, the key to successful business transformation. Part 1: Employee Experience.
Total Experience- Beyond a noble goal, the key to successful business transformation. Part 1: Employee Experience.
7 Strategies to Cultivate and Catapult Employee Engagement in Your Work Environment
7 Strategies to Cultivate and Catapult Employee Engagement in Your Work Environment
How ITSM Eventually Ties to Customer Experience
How ITSM Eventually Ties to Customer Experience

FEATURED ARTICLES

Leadership

Featured
How to Cultivate a Culture of Innovation
How to Cultivate a Culture of Innovation

Coming out of an amazing all Women event- C-Vision's Women with Vision in NYC, it inspired me to release this article focused on innovation. I've come across this question at numerous events, how to cultivate a culture of innovation...afterall, innovation drives digital transformation, or does it? Gave me much to think about over the past few months.

As I started to unpack this, the list grew to 10 things that I've witnessed working, driving the spirit of innovation. I hope you enjoy this piece, and would love to hear which of these you've encountered in your own journey. Do share!

Service Management

Featured
Outsourcing of Support & the Customer Experience- is it truly BETTER, Faster, Cheaper?
Outsourcing of Support & the Customer Experience- is it truly BETTER, Faster, Cheaper?

I like to believe that there are always (or mostly) good intentions behind just about everything. For businesses they are trying to chase after the better, faster, cheaper while making money for their stakeholdrs. But we do have to stop and ask, who it the "better" for? When it comes to the customer experience and support, who defines what better is?

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Customer experience

Featured
How ITSM Eventually Ties to Customer Experience
How ITSM Eventually Ties to Customer Experience

IT Service Management, in the end, is just a service engine to deliver an excellent customer experience. Its real focus should be on engaging IT associates in understanding the customer needs, breaking down complexity, and building durability…

Read More →