Customer Experience

I've written before on this blog about how to set up customer journeys. But what I haven't discussed yet is how to best map these out. That all starts with a very big, blank sheet of...

Customer Experience

While Service Level Agreements in ITSM are great for many things, relying on them too heavily will risk long term damage to your organisation. You simply get blinded by numbers and...

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

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

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...