Customer Experience

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....

Customer Experience

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...

Customer Experience

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...

Customer Experience

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 optimized based on...

Customer Experience

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...

Customer Experience

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...

Customer Experience

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

Customer Experience

Experience Level Agreements (XLAs) 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...

Customer Experience

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...

Customer Experience

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...