Jim Poisant, Secretary General, The World Information Technology and Services Alliance (WITSA)

Jim Poisant, Secretary-General, The World Information Technology and Services Alliance (WITSA)

We are living in the digital age. Almost all our activities are digital. Many of us don’t even remember the last time we used a pen and paper.



We are living in the digital age. Almost all our activities are digital. Many of us don’t even remember the last time we used a pen and paper. This episode is about the benefits and the challenges that people face in this digital age and how we can live in this digital world without facing any problems.

[00:39] About Jim Poisant, Secretary General, The World Information Technology and Services Alliance WITSA

Jim Poisant is the Secretary General of The World Information Technology and Services Alliance. He has been at WITSA since 2006. He was the Founding Director of the Business Seminar division at The Walt Disney Company. Furthermore, he is also the author of Creating and Sustaining a Superior Customer Service Organization.

[01:22] What is WITSA?

WITSA stands for World Information Technology Services Alliance. The World Information Technology and Services Alliance (WITSA) is a consortium of associations from the information and communications technology (ICT) industry around the world. We are in 84 countries. We represent 90 percent or more of the entire ICT Industry. Our vision is to fulfill the promise of the digital age.

[07:36] Organizing The World Conference on Information Technology

We began to do this back in 1978. We’re working on our 26th congress now, but when we began, we were floating around like everybody else.  Furthermore, we usually attract about 80 countries, we have over 2 000 people. We want to talk about how is ICT impacting the world.

[10:30] A lot of Politicians have been on your stage, do they get an impact of Information and Technology?

There is no one in the office who is not aware of the impact of ICT. It is the main driver of the world economy. This is an industry that crosses everybody and everything.

[16:02] What is so special about Walt Disney?

I was living in Florida and when our children were young we used to go to The Magic Kingdom. Walt Disney World had 20 000 employees at that time. I could not imagine getting the service quality in my organization that they were getting. I became the Director of the business seminar division. I experienced in how Disney created such excellent servers because the employees, at whatever level, they were only concerned about the customer’s experience.

[25:31] Dos and Don’ts of Customer Services


  • Make sure that your employees should be fully trained and are able to respond to customers.
  • They have to be empowered to make decisions.
  • The customer is always right. And if you ever think the customer is wrong, read point one again.


  • Don’t aggravate the customer by keeping them to wait.
  • Don’t tell them it’s not your job.
  • Don’t leave an issue unresolved.

[32:20] Advice to young managers

Create an environment where people want to come to work and where they’re trusted. There’s no favoritism. It served me extremely well and takes a lot of pressure off me.

[33:22] How do you want the world to remember you?

I wish that people would remember me as a good person. As somebody, who tried to make the world a better place.


You can connect with Jim Poisant – LinkedIn

Visit WITSA – Witsa

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Dr. Poisant is a Senior Advisor to Portulans Institute and was appointed the Secretary-General of the World Information Technology and Services Alliance (WITSA) in 2006. He directs the day-to-day operations of the alliance.

The WITSA alliance consists of over 80 leading ICT associations from around the globe.  WITSA members represent over 90% of the ICT industry worldwide. WITSA’s signature event, the World Congress on Information Technology (WCIT) has been hosted in different countries 23 times over the past 42 years. It is now an annual event.

The congress attracts over 2500 delegates from over 80 countries. WITSA is actively involved in public policy issues affecting the growth of ICT around the globe. As such, the organization produces numerous policy/principal papers designed to guide responsible policy.

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