Vanda Kovacs

Service Designer and Customer Experience Expert

Vanda is a Service Designer and Customer Experience Expert at TOPdesk. She conducts customer research, helps teams understand customer journeys, and makes sure the voice of the customer is the starting point and guiding light in the development of services.

Customer experience at service desk

7 inspiring articles on how to improve your CX

Everybody wants to design great experiences for their customers. But how do you do that? To give you some inspiration, I’m sharing some of my favorite articles on designing great Customer Experience.

...

Read more
The customer journey

10 steps to map a customer journey for your service desk

Improve your customer experience by mapping out customer journeys to give you an idea of how your customer percieves your service delivery.

...

Read more
The customer journey

Mapping your customer journey – 9 tips for effective interviews

The good news is, working in Service Management, interviews with staff members are often easy to set up. After all, they work at the same office building as you and are often willing to share how they’ve experienced your services. To make sure you maximise this potential, here are 8 tips to help you make the most of these interviews.

...

Read more
The customer journey

Mapping Customer Journeys for a better user experience

You can no longer hide behind KPIs on the technical performance of your services. And SLAs don’t cut it anymore. It’s all about customer experience.

...

Read more
Practical use of VeriSM

6 ways to get continuous customer feedback

You have set up a system so that after resolving a call your customer can provide you with feedback. But this is where your real challenge starts.

...

Read more

You might also be interested in

A traditional service catalogue

The benefits of knowledge management for your service desk

What are the benefits of knowledge management for your service desk? Read why you should invest in KCS and calculate how much time it’ll save.

...

Read more

26 IT service management terms – from ABC to XLA

What do terms like RPA and SIAM mean? And how can they benefit service delivery? We collected a list of today’s most relevant IT service management terms.

...

Read more
Shared services in action

A shared services model – the next evolution of ESM

How do you implement a shared services model? Learn how to make the most of the benefits of Enterprise Service Management (ESM).

...

Read more