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Customer Experience

An example of a simple customer journey map
By Naïma Lachhab on November 5, 2020

Ready to try your hand at customer journey mapping? This customer journey example shows you exactly what happens when Oliver requests a laptop from your IT department. Continue to the...

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Customer Experience

3 tips for going beyond the perfect digital user experience
By Nienke Kuijper on September 24, 2020

There’s never been a greater digital training course than the coronavirus crisis, according to Steven van Belleghem, thought leader in the field of customer relationship transformation,...

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Customer Experience

Employee engagement and customer experience: a perfect match
By Nienke Kuijper on August 13, 2020

In the past decade, and especially in the past few months, digitalization has shifted from a novelty to the new norm. But technology isn’t the only thing that has changed: we have...

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Customer Experience

How to maintain security when employees work remotely
By Charlie Braithwaite on April 23, 2020

It’s safe to say that we’re living in unprecedented times. Organizations all around the world suddenly have to work out how to maintain security when employees work remotely. And that’s...

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Customer Experience

Go green or go home: Earth Day projects for your service teams
By Naïma Lachhab on April 16, 2020

22 April is Earth Day! Over 193 countries  are organizing events in support of the earth. But did  you know your service teams can contribute  too?  We share 6 tips for Earth Day...

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Customer Experience

Defining and mapping customer journey touch points
By Hannah Price on April 9, 2020

You're trying to increase your customer satisfaction score or improve the image of your IT department. Have you considered mapping your customer journeys?

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Customer Experience

Using forms in your self-service portal: 4 best practices
By Sam Norman on March 19, 2020

Since the majority of people has to work from home for the foreseeable future, your customers will definitely use your self-service portal more often. That's why you have to make sure...

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Customer Experience

10 methods of obtaining customer feedback
By Sumit De on February 20, 2020

Want to know how to improve the way your customers experience your services? If you don’t ask them, you’ll never know. Here are 10 creative ways to find out how your customers really...

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Customer Experience

How to say no: 4 steps for handling service requests
By Gökhan Tuna on January 30, 2020

One of the hardest things for service desk staff is saying no to requests. But it’s necessary. How can you say no and still leave your customer satisfied? Here are four steps you can...

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Customer Experience

One CX-hack your service desk should steal from your sales team
By Gökhan Tuna on July 4, 2019

How do you improve your Customer Experience without increasing your budget? This is the conundrum for many service desks. The answer can come from an unexpected place: you can learn some...

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