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Customer Experience

ITSM trends: Employee experience, the key to a successful organization
By Sumit De on August 2, 2018

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...

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Customer Experience

Defining and Mapping Customer Journey Touchpoints
By Hannah Price on July 5, 2018

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?

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Customer Experience

Why XLAs matter for your Service Delivery
By Sarah Bilton on June 7, 2018

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...

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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...

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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...

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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?

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Customer Experience

10 tips for more creative employee onboarding
By Marleen de Vries on April 5, 2018

New responsibilities and dozens of new faces at the same time: a first day can be quite overwhelming. As part of the HR team (or another Service Department), you play a big role in...

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Customer Experience

Improving your Service Desk Customer Experience
By Sumit De on March 28, 2018

Want to exceed your customer’s expectations? Take one step back. Create a sound foundation by taking away all obstacles your customers might have. How? With Workforce Enablement.

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Customer Experience

3 reasons for a better employee onboarding process
By Martijn Poll on February 1, 2018

Imagine it’s your first day at your new job. You don’t know where to go and hope everything is ready for you. Well, the problem is - in many organisations, everything isn't ready. And...

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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...

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