Customer Experience

Did you know May 25 is Geek Pride Day? People around the world use this day to acknowledge their geekiness and spread it to other people. It probably won’t surprise you that we at...

Customer Experience

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...

Customer Experience

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...

Customer Experience

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....

Customer Experience

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...

Customer Experience

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...

Customer Experience

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...

Customer Experience

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...

Customer Experience

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

Customer Experience

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...