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

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...

Customer Experience

Research shows happy employees lead to happy customers. And happy customers lead to increased revenue. So how do you keep your fellow employees happy?

Customer Experience

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...