I’ve had the privilege of speaking in front of people in 5 continents. I don’t have a ‘standard’ set of talks, and will often retire talks when they are just ‘right’ (i.e. works in different settings and countries). Why? Giving the same (or similar) set of talks will bore me to death, which is very hard to hide from audiences.

I’m available for custom workshops, talks, webinars and strategy sessions.

2012

www.thinkhdi.com
Tuesday, April 24, 2012 from 9:00am – 3:30pm
Pre-conference Session Title: Measures, Metrics & Madness: The New World of Guiding not Grading

Track: Executive View
Wednesday, April 25, 2012 from 3:00pm – 4:00pm
Session Title: Transformational Leadership: Beyond Shiny Objects

2011

• Red Hat, North Carolina – Consortium for Service Innovation event
• Mumbai, Pune, Hyderabad, Bangalore; India – client visits and talk
• Talk for NASSCOM GEPS group (for which I am an advisor)
• 2011 Spring TSW event – speaking with Red Hat
• 2011 Consortium for Service Innovation – Executive Summit, Cape Cod, MA.
• Consortium for Service Innovation event – Deer Valley, Utah (September)
• HDI webinar  — Rarely done (and free!) webinar on measures, metrics and madness – http://www.thinkhdi.com/resources/webinars/sep-20-2011.aspx – Tues Sept 20th.
• First Wednesday Group – Boston. Speaking at October 5th event on Measures, Metrics & Madness
• TSIA Fall – Las Vegas.http://www.technologyservicesworld.com
  Measures, Metrics and Madness: The New World of Guiding, Not Grading

  Professional Development Course (co-taught with Adam Krob)

  Monday, October 24, 2011
  8:00 AM to 1:00 PM
  Savvy Support: The No More Tiers Model

  (with Lance, Red Hat)

  Wednesday, October 26, 2011

  11:00 AM to 12:00 PM

  Impact of Video on Service’s Future (Panel with John Ragsdale, Radha (Salesforce) and Jennifer (Yahoo)
  Monday, October 24, 2011
  4:15 PM to 5:15 PM

• ASU Services Leadership Symposium
  Nov 2-4, Phoenix

2010

US (California, Louisiana, Massachusetts, New York)

Romania, Thailand, India (multiple trips)

October – December

• HDI New England — talk: ‘Measures, Metrics and Madness: The New World of Guiding, not Grading’
  October 13, Westborough, MA
• Las Vegas, NV — TSIA event (booth# 39b)
  October 18 – 20
• San Diego, CA — keynote: ‘Oops – I’m sorry you died. Lessons from medicine, the FAA and NASA on how to learn from mistakes’
  TSAnet (http://bit.ly/bXIhon)
  October 20 – 21
• Boston, MA — workshop: ‘Measures, Metrics and Madness: The New World of Guiding, not Grading’
  First Wednesday Group – 4th Annual Voice of the Customer Conference
  October 25-27 (www.first-wednesday.com/conference/agenda)
• London, UK — keynote: ‘Implications of Culture on Support (and Translation)’
  ASLIB 2010 Translating and the Computer conference
  November 18-19 (http://bit.ly/a9XlLI)
• North Carolina

2009

January

• Private client engagement, Boston MA
  (facilitation of senior support management offsite, custom workshop and talk)

March

• SSPA webinar – Talent management Community of Interest (Attracting, developing and retaining employees)

April

• SSPA webinar – Small & Medium Business Community of Interest (Savvy Support)
• Private engagement, Springfield MA
  (keynote for senior support team of large insurance company)

May

• Private client engagement, Bangalore and Hyderabad, India
  (Custom workshops and talks to top support leaders)
• Keynote and workshop in Dubai

Past Appearances