CHAOS Tuesday #67: is titled “Customer Councils”. The first segment of this show Ellen Hancock provides a discussion on the merits and uses of Customer Councils. Ellen shows us how she used customer Councils at IBM Network Systems. Mrs. Hancock worked at IBM for almost 30 years rising to the level of president and general manager of IBM’s Communication Products Division. Disengaged users is the topic for our panel in the second segment. Our panel delegates are, Gene Bounds, Dan Horsey, and Marilyn Smith. Thornton May gives us an idea on Idea Based Operations.
In this show we explore:
- How create a customer council
- Getting value from a customer council
- How to engage users
- Idea based operations
- How ideas spread
Ellen Hancock is an experience senior executive having served as Chief Executive Officer of Exodus Communications, Inc. Chief Technology Officer of Apple Computer, Inc. and Chief Operating Officer of National Semiconductor Corporation. Mrs. Hancock worked at IBM for almost 30 years rising to the level of president and general manager of IBM’s Communication Products Division. Ellen is currently on the board of directors for several Fortune 500 and higher-level educational organizations.
Gene Bounds is the president of Bounds Associates. Bounds Associates provides advice, assistance, and training on business management, project/program management, acquisition management, and financial management. Mr. Bounds worked for Booz Allen Hamilton and Robbins-Gioia.
Dan Horsey is a senior information technology executive. His expertise includes project management, software design and development. His skilled in networks, distributed processing, enterprise Architecture and technology strategy. He also has experience in marketing strategy, and business/technology alignment. Dan has held senior positions are the IRS, Bureau of National Affairs and Thomson Corp.
Thornton May is a futurist, educator, anthropologist and author. May is the author of The New Know: Innovation Powered by Analytics. He leads the IT Leadership Academy, and FutureScapes Advisors, Inc. Thornton combines empirical research and insightfulness in pattern recognition with gift for storytelling to address the information technology management problems facing executives.
Marilyn Smith is the CIO for George Mason University. Ms. Smith was the former Head of Information Services and Technology at MIT. She also worked at The Hanover Insurance Group and Liberty Mutual Group, and is a graduate of Babson College.
Jim Johnson is the founder and chairman of The Standish Group. He has been professionally involved in the computer industry for over 40 years and has a long list of published books, papers, articles and speeches. He has a combination of technical, marketing, and research achievements focused on mission-critical applications and technology. He is best known for his research on project performance and early recognizing technology trends. Jim is a pioneer of modern research techniques and continues to advance in the research industry through case-based analytical technology.