This is a fantastic episode with Hank Marquis – who works with Gartner but is speaking here on his own behalf, mostly around the psycho-metrics of service and service management people. The conversation focusses around feedback, how it is gathered and used, and the tools and academic background used to make some sense and develop practical and useful strategies for improvement. There’s a bit of Star Trek, people and personality profiling and experience management in there, plus a whole lot more. Ian is also surprised at Hank’s choice of go-to drink…