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.

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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.

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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.

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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.

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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.

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Office social distancing with Enterprise Service Management

Once you get to return to the office, service departments are key in accommodating office social distancing. Use these tips to make the return go smoothly.

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Shared Services Manager

What the perfect shared services manager looks like

What does the Shared Services Manager role entail? Stephen Mann shares the 7 responsibilities and ideal traits of a shared services manager.

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Funko pop of Game of Thrones Character

4 ways Game of Thrones teaches us about customer experience

It’s been a couple years since the completion of HBO’s hugely successful series, Game of Thrones. If you haven’t seen it yet, don’t worry: We won’t spoil the ending for you! Instead, we’d like to share some surprising wisdom that the series’ characters impart about customer experience.

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