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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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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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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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Customer Experience

Omotenashi: 3 Japanese lessons for service desks
By Ludo Bergkamp on November 8, 2018

One of the lesser known Japanese concepts is Omotenashi. Which 3 lessons for service desks can be drawn from this concept?

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Customer Experience

The difference between customer satisfaction and customer loyalty
By Colin Bassant on October 18, 2018

What’s the difference between customer satisfaction and customer loyalty? How can you measure whether your customers are satisfied and will keep buying from you? How much effort should...

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Customer Experience

Do you want real feedback? Start looking for angry customers
By Gökhan Tuna on October 11, 2018

So, you want to use feedback to improve your service department. But where do you start? Gökhan Tuna, customer feedback expert at TOPdesk, has got a tip for you. It sounds...

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Customer Experience

Customer Effort Score as a predictor of customer loyalty
By Colin Bassant on September 27, 2018

How do you measure customer satisfaction and customer loyalty? This is trickier than you might think! I believe there is a difference between customer satisfaction and customer loyalty....

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Customer Experience

How cloud computing impacts customer satisfaction
By Roeland van Rijswijk on September 20, 2018

What do IT customer satisfaction and the cloud have in common? A co-worker recently asked me to explain the relationship between the two in 300 words or less. No problem! The cloud...

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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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