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	<title>The Hot Aisle &#187; Customer Experience</title>
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	<description>Fresh Thinking on IT Operations</description>
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		<title>Why &#8220;Looking for Ugly&#8221; improves availability</title>
		<link>http://www.thehotaisle.com/2008/10/28/why-looking-for-ugly-improves-availability/</link>
		<comments>http://www.thehotaisle.com/2008/10/28/why-looking-for-ugly-improves-availability/#comments</comments>
		<pubDate>Tue, 28 Oct 2008 17:20:36 +0000</pubDate>
		<dc:creator>Steve O'Donnell</dc:creator>
				<category><![CDATA[Articles]]></category>
		<category><![CDATA[Feature]]></category>
		<category><![CDATA[IT Leadership]]></category>
		<category><![CDATA[Business]]></category>
		<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[first data]]></category>
		<category><![CDATA[Honesty]]></category>
		<category><![CDATA[ISP]]></category>
		<category><![CDATA[IT Infrastructure]]></category>
		<category><![CDATA[jonathan davis]]></category>
		<category><![CDATA[kevin kelly]]></category>
		<category><![CDATA[Maintenance]]></category>
		<category><![CDATA[message central]]></category>
		<category><![CDATA[Problems]]></category>
		<category><![CDATA[Southern Europe]]></category>

		<guid isPermaLink="false">http://www.thehotaisle.com/?p=981</guid>
		<description><![CDATA[I got an email this afternoon, from a great friend of mine and fellow blogger Jonathan Davis of DNS Europe that I wanted to share with the readers of The Hot Aisle. Jonathan and I used to work together &#8211; twice actually &#8211; (Coopers &#38; Lybrand and Message Central). I took him on as a [...]]]></description>
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		<slash:comments>1</slash:comments>
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		<title>People are basically honest&#8230;..</title>
		<link>http://www.thehotaisle.com/2008/10/05/people-are-basically-honest/</link>
		<comments>http://www.thehotaisle.com/2008/10/05/people-are-basically-honest/#comments</comments>
		<pubDate>Sat, 04 Oct 2008 23:34:58 +0000</pubDate>
		<dc:creator>Steve O'Donnell</dc:creator>
				<category><![CDATA[Opinion]]></category>
		<category><![CDATA[cellphone]]></category>
		<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Honesty]]></category>
		<category><![CDATA[luggage tags]]></category>
		<category><![CDATA[nokia n95]]></category>
		<category><![CDATA[norwich]]></category>
		<category><![CDATA[stickers]]></category>

		<guid isPermaLink="false">http://www.thehotaisle.com/?p=738</guid>
		<description><![CDATA[I lost my cellphone, apparently I left it on the backseat of a taxi I caught from Norwich International Airport to home on Friday night. It is quite a nice phone, a Nokia N95, one that I wouldn&#8217;t want to loose&#8230; But the important thing is the phone numbers I have stored in it&#8217;s memory [...]]]></description>
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		<slash:comments>9</slash:comments>
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		<title>Why do IT Operations suck?</title>
		<link>http://www.thehotaisle.com/2008/09/05/why-do-it-operations-suck/</link>
		<comments>http://www.thehotaisle.com/2008/09/05/why-do-it-operations-suck/#comments</comments>
		<pubDate>Fri, 05 Sep 2008 20:01:47 +0000</pubDate>
		<dc:creator>Steve O'Donnell</dc:creator>
				<category><![CDATA[Articles]]></category>
		<category><![CDATA[Feature]]></category>
		<category><![CDATA[IT Leadership]]></category>
		<category><![CDATA[IT Operations]]></category>
		<category><![CDATA[21st Century Data Centre]]></category>
		<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Cycle Time]]></category>
		<category><![CDATA[Incident Management]]></category>
		<category><![CDATA[Problems]]></category>
		<category><![CDATA[Service Protection]]></category>
		<category><![CDATA[Service Recovery]]></category>
		<category><![CDATA[Trouble to Resolve]]></category>

		<guid isPermaLink="false">http://thehotaisle.com/?p=20</guid>
		<description><![CDATA[One of the strangest things about IT people is that they often miss the obvious until it is explained to them (sometimes with the aid of a hammer). We are all so used to following the rules and doing what everyone else does. This particularly applies to IT Operations, also known as the Command Centre [...]]]></description>
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		<slash:comments>4</slash:comments>
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		<title>Contactless Payment Technology</title>
		<link>http://www.thehotaisle.com/2008/08/26/contactless-payment-technology/</link>
		<comments>http://www.thehotaisle.com/2008/08/26/contactless-payment-technology/#comments</comments>
		<pubDate>Tue, 26 Aug 2008 15:05:34 +0000</pubDate>
		<dc:creator>Steve O'Donnell</dc:creator>
				<category><![CDATA[Articles]]></category>
		<category><![CDATA[Conferences]]></category>
		<category><![CDATA[Opinion]]></category>
		<category><![CDATA[consumers]]></category>
		<category><![CDATA[Contactless]]></category>
		<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[customer loyalty]]></category>
		<category><![CDATA[debit cards]]></category>
		<category><![CDATA[electronic payment systems]]></category>
		<category><![CDATA[first data]]></category>
		<category><![CDATA[GO-Tag]]></category>
		<category><![CDATA[michael capellas]]></category>
		<category><![CDATA[mobile commerce]]></category>

		<guid isPermaLink="false">http://www.thehotaisle.com/?p=439</guid>
		<description><![CDATA[Want to see the future of electronic payment systems, then have a look at the First Data GO-Tag. During this year&#8217;s Democratic National Convention (DNC), Denver&#8217;s Pepsi Center will serve not only as a focal point of American politics, but also as an arena for the future of how people will pay for goods and [...]]]></description>
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		<slash:comments>1</slash:comments>
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		<title>How Many Things Does Your Business Do?</title>
		<link>http://www.thehotaisle.com/2008/07/24/how-many-things-does-your-business-do/</link>
		<comments>http://www.thehotaisle.com/2008/07/24/how-many-things-does-your-business-do/#comments</comments>
		<pubDate>Thu, 24 Jul 2008 00:49:07 +0000</pubDate>
		<dc:creator>Steve O'Donnell</dc:creator>
				<category><![CDATA[Articles]]></category>
		<category><![CDATA[IT Leadership]]></category>
		<category><![CDATA[Concept to Market]]></category>
		<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Cycle Time]]></category>
		<category><![CDATA[Lead to Cash]]></category>
		<category><![CDATA[Lean]]></category>
		<category><![CDATA[Right First Time]]></category>
		<category><![CDATA[Trouble to Resolve]]></category>

		<guid isPermaLink="false">http://www.thehotaisle.com/?p=293</guid>
		<description><![CDATA[I bet that you came up with a big number? Some people I ask sit down and scratch their head and then start listing all of the products and services their companies offer. After a while most folks just give up, overwhelmed by the scale of the simple question I have asked. Try it for [...]]]></description>
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		<slash:comments>1</slash:comments>
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		<item>
		<title>How to run IT Operations more effectively with fewer people</title>
		<link>http://www.thehotaisle.com/2008/06/18/how-to-run-it-operations-more-effectively-with-fewer-people/</link>
		<comments>http://www.thehotaisle.com/2008/06/18/how-to-run-it-operations-more-effectively-with-fewer-people/#comments</comments>
		<pubDate>Wed, 18 Jun 2008 21:35:52 +0000</pubDate>
		<dc:creator>Steve O'Donnell</dc:creator>
				<category><![CDATA[Articles]]></category>
		<category><![CDATA[Feature]]></category>
		<category><![CDATA[IT Leadership]]></category>
		<category><![CDATA[IT Operations]]></category>
		<category><![CDATA[21st Century Data Centre]]></category>
		<category><![CDATA[Business]]></category>
		<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Leadership]]></category>

		<guid isPermaLink="false">http://www.thehotaisle.com/?p=120</guid>
		<description><![CDATA[The way that most organizations run and manage their IT Operations is unscientific and somewhat random. This leads to overstaffing, poor performance, uncertain customer experience and unpredictability of delivery. It is worth comparing the way that IT Operations is organized with the older, more scientific and mature manufacturing industry. The Industrial Revolution started in England in earnest around 1780 or so with machine [...]]]></description>
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		<slash:comments>2</slash:comments>
		</item>
		<item>
		<title>So your IT Operations suck, what can you do?</title>
		<link>http://www.thehotaisle.com/2008/05/27/so-your-it-operations-suck-what-can-you-do/</link>
		<comments>http://www.thehotaisle.com/2008/05/27/so-your-it-operations-suck-what-can-you-do/#comments</comments>
		<pubDate>Tue, 27 May 2008 14:53:33 +0000</pubDate>
		<dc:creator>Steve O'Donnell</dc:creator>
				<category><![CDATA[Articles]]></category>
		<category><![CDATA[IT Operations]]></category>
		<category><![CDATA[21st Century Data Centre]]></category>
		<category><![CDATA[Automation]]></category>
		<category><![CDATA[Business]]></category>
		<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Cycle Time]]></category>
		<category><![CDATA[Incident Management]]></category>
		<category><![CDATA[Problems]]></category>
		<category><![CDATA[Right First Time]]></category>
		<category><![CDATA[Service Protection]]></category>
		<category><![CDATA[Service Recovery]]></category>

		<guid isPermaLink="false">http://www.thehotaisle.com/?p=56</guid>
		<description><![CDATA[Here is the acid test &#8211; our customers often know that there is a service problem before we do. When that happens, as far as our customers are concerned, we suck, we are incompetent and they are smarter than us. Our IT Operations team may be publishing loads of great Key Performance Indicators (KPIs) that show improvements [...]]]></description>
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		<slash:comments>6</slash:comments>
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