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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What is shadow IT? Read the answers to 5 frequently asked questions about shadow IT and find out how to manage shadow IT in your organization.

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Make the most of Cyber Monday and surprise your employees with original festive season gifts. By doing a bit extra you’ll reap double benefits. Read this blog for 7 tips!

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What does an ITSM tool cost? Although this is a complicated question to answer, because there are so many factors to weigh up. Read the blog.

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