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Customer Experience

7 inspiring articles on how to improve your CX
By Vanda Kovacs on March 21, 2019

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

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Self Service

4 tips for a successful digital service catalogue
By Gökhan Tuna on March 14, 2019

In my previous post I explained how to approach building and maintaining your service catalogue in an agile way. This time, I’ll dive into the question: How do you apply the Agile...

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Self Service

Self-service stress at Dr Seuss’ service desk
By Niek Steenhuis on March 7, 2019

Getting your customers to use your self-service features is never easy. Sometimes even harder than getting people to try green eggs and ham.

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Processes

ITIL 4: the new service management bible?
By Bas Blanken on February 28, 2019

Last week saw the publication of the first part of ITIL 4: ITIL Foundation. In this blog I'll answer all your burning questions about ITIL 4. Such as: What’s new in ITIL 4? And does the...

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Customer Experience

How a service catalogue helps you increase customer satisfaction
By Gökhan Tuna on February 21, 2019

According to the Agile Manifesto, customer collaboration goes beyond contract negotiation. You can use this principle to professionalize your service catalogue. But how do you go about...

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Customer Experience

Why the digital workforce won’t take over the service desk
By Ron van Haasteren on February 14, 2019

As a child, you had an imaginative mind that could create worlds beyond reach. For instance, thinking of the future was always about self-driving cars for me, and Gotham City-like...

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Service Culture

Creating your team: do you choose personality over skills?
By Rob Haaring on February 7, 2019

Hiring the right people is essential for creating a successful organization. But how do you hire the right people? When recruiting new colleagues, it’s essential to focus on their...

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Agile Service Management

Want an agile service desk? Forget about Scrum, start using Kanban
By Gerard Bakker on January 31, 2019

When you think of agile working methods, Scrum is one that quickly comes to mind. But while Scrum works great for implementing changes and projects, it has a far from perfect success...

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Customer Experience

Outsourcing 2.0 – Why IT departments should learn to let go
By Wolter Smit on January 24, 2019

You don’t get satisfied customers by trying to be the best at everything. Sometimes it’s better to outsource certain tasks. But how much should you outsource if you want to increase...

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Agile Service Management

An agile approach to your service catalogue
By Gökhan Tuna on January 17, 2019

Your service catalogue only has value for your organization when it’s up to date. But how do you ensure that your team actually makes time to regularly update the service catalogue? My...

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