Employee Experience

How can you successfully implement digital self-service at your service desk? Find out what you should – and shouldn’t – be doing.

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Ready to start customer journey mapping? Find out what happens when Oliver requests a laptop from your IT department with our simple customer journey map!

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How does your organization stand out from the crowd now that digitalization is the new normal? Thought leader Steven van Belleghem reveals his three tips!

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Digitalization is no longer a novelty. Nancy Rademaker reveals why employee engagement and customer experience go hand in hand with digital transformation.

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Want to know the secret to improving your customer experience? Find out how customer journey mapping and customer journey touch points can help you.

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Want to know how your customers really feel about your services? Ask them! Use these 10 methods of obtaining customer feedback to find out.

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One of the hardest things for service desk staff is saying no to requests. But it’s necessary. How can you say no and still leave your customer satisfied?

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Your service desk is customer-oriented, but your KPI is the number of processed calls. Sounds familiar? Here’s 4 customer satisfaction KPIs to track.

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The basic idea behind shift left is simple: IT brings solutions they provide closer to the customer. These are the five core benefits of Shifting Left.

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How to improve your Customer Experience without increasing your budget? Here’s one idea you can steal from your sales team.

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How do you win customers over to use your self service portal? We’re applying Robert Cialdini’s principles of persuasion to this challenge.

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Everybody wants to design great experiences for their customers. But how do you do that? To give you some inspiration, I’m sharing some of my favorite articles on designing great Customer Experience.

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How do you apply the Agile principle of ‘working software over comprehensive documentation’ to improve your service catalogue? Here are 4 tips for creating a successful digital service catalogue.

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

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After a self-service implementation, it’s never easy getting your customers to use your self-service features. Sometimes it’s even harder than getting people to try green eggs and ham. Welcome to Dr Seuss’ service desk.

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According to the Agile Manifesto, customer collaboration goes beyond contract negotiation. You can use this principle to professionalize your service catalogue. But how do you go about increasing customer satisfaction through your service catalogue?

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Your service catalogue only has value for your organization when it’s up to date. But how do you ensure that your team actually makes time to regular update the service catalogue? My advice: an agile service catalogue.

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Are you about to merge two or more service desks? Perhaps due to a merger of companies, or a centralization within your organization? The key is drafting a service catalogue together. Here’s why.

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In this video series, we explain an ITSM concept in about 60 seconds. This week: the service catalogue. What is it? And how does it help you do your work better?

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Omotenashi comes down to three core values: anticipate the customer needs, attention to detail and genuinely appreciate that the customer came to you. Try to incorporate each of the three core values of Omotenashi into the service delivery of your service desk.

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