Customer Experience

To provide good service as a Service Department, you have to understand your Customers. If not, it's almost impossible to deliver services that are optimised to the needs of your...

Customer Experience

What's the key to improved Service Desk performance? We think it ultimately boils down to the same things that drive success in any organisation. And if that's the case, why not take a...

Customer Experience

One thing we hear a lot as consultants is the following: the only time that a customer or colleague will contact the service desk is when something is wrong and this in turn leads to...

Customer Experience

You have a look at your customer satisfaction figures and it turns out there's room for improvement. But where to start? Your first step: mapping a stand-out customer journey.

Customer Experience

Focusing on the customer can help your Service Department work more efficiently and improve the relationships with your customers and colleagues. A big part of Customer Centricity is...

Customer Experience

Improve your customer experience by mapping out customer journeys to give you an idea of how your customer percieves your service delivery.

Customer Experience

Shift Left as a trend keeps on growing in the industry, and as a company focused on service excellence and end user empowerment, we couldn't be happier. But why is Shift Left the trend?...

Customer Experience

You may have already made it pretty easy for your customers to provide feedback. You have set up a system so that after resolving a call or answering a question, your customer can...

Customer Experience

Much of what IT departments do is invisible. Your colleagues come to work in the morning and use many of your services within the first half hour without even thinking of you. It's a...

Customer Experience

The rise of social media has become more visible in recent years, also in the business world. Company forums like Yammer or instant messenger are part of the standard communication...