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Customer Experience

5 Easter eggs to make your service desk stand out
By Nicola van de Velde on April 18, 2019

It’s spring time. Flowers are blooming, and customer love is in the air. Service desks are looking to improve the bond with their customers, and offer them that bit of extra attention...

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Customer Experience

4 things Game of Thrones teaches us about customer experience
By Nicola van de Velde on April 11, 2019

HBO’s hugely successful Game of Thrones is coming to its 8th and final season. Now before we get all teary-eyed and find out who ends up on the Iron Throne, we’d like to share our...

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ITSM Processes

Augmented Intelligence for a smarter service desk
By Arvind Ganga on April 4, 2019

Artificial Intelligence is everywhere. From automatic suggestions in Netflix, to self-propelled cars and pioneering research in the medical world. AI is also becoming increasingly...

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Service Culture

Retaining your talent by waving them goodbye
By Rob Haaring on March 28, 2019

It happens. Your best database specialist decides to leave. Or the one service desk employee all your customers love. How do you respond? Are you happy for them? Or disappointed? How you...

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Knowledge Management

Overcoming Knowledge Management Challenges at the Service Desk
By Hannah Price on March 26, 2019

Whether you are just looking to start the process of better knowledge sharing in your organisation, or if you already have a Knowledge Base you'd like to make better use of, one of the...

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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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Customer Experience

10 steps to map a customer journey for your service desk
By Wes Heemskerk on March 12, 2019

So, you’re ready to improve your services. Making a customer journey sounds like a plan, but what’s the goal of customer journey mapping? And once you’ve decided it’s the right approach...

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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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ITSM 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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