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.

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

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.

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.

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.