The myth of trust: why consumer feedback is making us rethink IT (new article at ServiceDesk360)

Following on from my¬†Tomorrow’s Future Today presentation on the same subject, I’ve written a blog for the UK-based ServiceDesk360 site, which is run by the organisers of the Service Desk and IT Support Show (SITS).

Jon Hall at

Tomorrow’s Future Today 2014: The End of IT’s Monopoly on Trust

Tomorrow's Future Today logo

On 17th February 2014 I presented at the Tomorrow’s Future Today 24-hour online conference. The presentation explored the impact of Uber, TripAdvisor, Yelp and other consumer-oriented services on established (and legacy) “providers of trust such as guidebooks, regulators and establishments. In this context, it discussed the lessons corporate IT can learn from these huge trends.

You can view a recorded presentation, and my slides, here:

It was a real joy to be involved with this conference: it is a tremendous and free resource for the IT and technology field, with some great contributors.