Talking with Piero Chiodo, VP Workplace Support Services at IBM GBS

In a recent episode of “Pioneers of Possible,” Des Blanchfield sat down with Piero Chiodo, Vice President for Workplace Support Services at IBM, to discuss the future of IT support and the role of artificial intelligence in revolutionizing the user experience. Here are some key takeaways from their insightful conversation:

The Problem with Traditional Help Desks

• According to Piero Chiodo, 70% of employees would rather clean a toilet than call the help desk. This highlights a significant issue with traditional IT support systems – employees often dread reaching out for assistance because it signifies a problem.

The Vision for the Future

• Chiodo envisions a future where resolving IT issues is much easier and less painful for employees. Instead of feeling burdened by technical problems, users should have access to a variety of support options, including self-help, chatbots, and live agents.

The Role of Artificial Intelligence

• IBM is at the forefront of leveraging artificial intelligence, particularly with Watson chat, to enhance the IT support experience. The goal is to shift from reactive problem-solving to proactive incident interception, where cognitive agents anticipate and address issues before they arise.

Personal Background and Career Journey

• Chiodo’s extensive career at IBM, spanning over 30 years, has been shaped by his early experiences as the son of a self-employed sales agent. His upbringing instilled in him a sense of accountability and responsibility, qualities that have influenced his approach to leadership and problem-solving in the IT support space.

The Future of IT Support

• Looking ahead, Chiodo predicts a future where artificial intelligence eliminates the need for users to experience technical problems altogether. Instead, the focus will shift towards providing guidance on how to navigate HR processes, perform tasks, and optimize the user experience.

Exclusive Offer from IBM

• As a special offer for listeners, IBM is providing a free one-on-one session with an experienced IBM expert. To book your call with an IBM expert, simply click on the expert advice link in the show description.

Conclusion

• Piero Chiodo’s insights shed light on the transformative potential of artificial intelligence in shaping the future of IT support. By leveraging cognitive technologies, IBM is paving the way for a more seamless and proactive approach to addressing user needs.

Don’t miss out on the opportunity to gain firsthand insights from IBM experts. Book your free one-on-one session today and stay tuned for more thought-provoking conversations on the “Pioneers of Possible” podcast series.