<img height="1" width="1" style="display:none;" alt="" src="https://dc.ads.linkedin.com/collect/?pid=42246&amp;fmt=gif">

Stay up to date

Customer Experience

Defining 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?

Continue Reading

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’s is something we really should be taking into consideration if we want to understand if...

Continue Reading

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...

Continue Reading

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...

Continue Reading

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?

Continue Reading

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...

Continue Reading

Customer Experience

The importance of continuous communication with Service Desk users
By Benno Richters on December 14, 2017

How often do you communicate to your Service Desk users? Most likely at the close of a call or when there is a major update. But what about smaller updates? Do you keep your customers in...

Continue Reading

Customer Experience

6 ways to improve your Service Desk customer service
By Sumit De on November 29, 2017

Customer experience is increasingly important to the modern service desk. Luckily, there are a lot of ways to make sure that your service delivery always meets your customer's demands....

Continue Reading

Customer Experience

How Customer Centric is your Service Delivery?
By Sam Norman on November 23, 2017

Aiming for a more customer-centric service delivery is one thing, but it's not always easy to know where you are in the process. Recognising naturally-occurring improvement is...

Continue Reading

Customer Experience

10 steps to map a customer journey for your service desk - part 2
By Wes Heemskerk on September 26, 2017

I've written before on this blog about how to set up customer journeys. But what I haven't discussed yet is how to best map these out. That all starts with a very big, blank sheet of...

Continue Reading