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Sam Norman

Customer Experience

How Customer Centric is your Service Delivery?
By Sam Norman on November 23, 2017

Aiming for a more customer-centric service delivery is one thing, but it's not always easy to know where you are in the process. Recognising naturally-occurring improvement is...

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Processes

Maintaining a Best Practice Incident Management process
By Sam Norman on May 19, 2017

In Incident Management, we often overlook the simple things in favour of trying to do too much, too soon. Why not make sure we’ve done the fundamentals properly?

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Customer Experience

4 questions you should ask about using Forms in your Service Delivery
By Sam Norman on February 23, 2017

Change can be really great, but it can also be pretty daunting. Focusing specifically on your customers, how do you stay on top of change and ensure that your services are presented in...

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