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Customer Experience

10 funniest calls from TOPdesk employees to their IT colleagues
By TOPdesk on August 30, 2018

We understand that IT managers get a lot of questions… because here at TOPdesk we get them too. There are no bad questions, only slightly amusing ones. Below are some of our favorite...

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Customer Experience

Mapping your customer journey - 9 tips for effective interviews
By Wes Heemskerk on August 23, 2018

In my previous blog, I told you how to map a customer journey in 10 steps to improve your internal service delivery. This will ensure that your service delivery is optimised based on...

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Customer Experience

Rethinking the ITSM Service Design Process
By Hannah Price on August 15, 2018

ITSM is always changing. We’re constantly developing new technologies in a bid to make businesses run more efficiently. While that’s all well and good, we seem to have forgotten why we...

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Customer Experience

ITSM trends: Employee experience, the key to a successful organization
By Sumit De on August 2, 2018

Employee experience is the new business rage, so it seems. Earlier this year, Forbes proclaimed 2018 to be the year of Employee Experience, and you see it popping up in shows and events...

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Customer Experience

Defining and Mapping Customer Journey Touchpoints
By Hannah Price on July 5, 2018

If you’re trying increase your customer satisfaction score, or even improve the image of your IT department, have you considered mapping your customer journeys?

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Customer Experience

Why XLAs matter for your Service Delivery
By Sarah Bilton on June 7, 2018

Experience Level Agreements isn’t just another trending service concept with a cool acronym. It is something we really should be taking into consideration if we want to understand if we...

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Customer Experience

What does Customer Experience mean to the Service Desk?
By Nancy Van Elsacker Louisnord on May 11, 2018

There's a focus shift in Service Management from numbers to experience . We see this in the growing focus on XLAs and CX and other cool acronyms. It's all about improvements in...

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Customer Experience

3 steps to better Customer Experience Management at the Service Desk
By Iris de Vroome on May 2, 2018

What do you know about Customer Experience Managers? It's a popular role with companies as a whole, but not typically with Service Desks. What does this role imply? And how can it...

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Customer Experience

What is Workforce Enablement?
By Sumit De on April 12, 2018

Research shows happy employees lead to happy customers. And happy customers lead to increased revenue. So how do you keep your fellow employees happy?

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Customer Experience

Improving your Service Desk Customer Experience in 2018
By Sumit De on March 28, 2018

Want to exceed your customer’s expectations yet again in 2018? Take one step back. Create a sound foundation by taking away all obstacles your customers might have. How? With Workforce...

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