Employee Experience
We believe people are the greatest asset of any organization. Did you know happy employees also lead to happy customers? That’s where employee experience comes in. Service departments can make all the difference here: from investing in a top-notch onboarding experience to offering a self-service portal and plotting an employee journey – it all starts with employees.
Self-service – some common questions answered
Self-service is a hot topic. And no wonder: it has great benefits for IT service desks. But will self-service take away work from the IT team? What kind of work does self-service create? And how does self-service affect IT professionals’ job satisfaction and customer experience? Let’s find out.
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Digital self-service at your service desk
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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An example of a simple customer journey map
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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3 tips for going beyond the perfect digital user experience
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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Employee engagement and customer experience: a perfect match
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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Defining and mapping customer journey touch points
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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10 methods of obtaining customer feedback
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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How to say no: 4 steps for handling service requests
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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4 customer satisfaction KPIs for your service desk
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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What does Shift Left mean for ITSM?
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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One CX hack your service desk should steal from your sales team
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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Using Cialdini’s 7 principles on your self service portal
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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7 inspiring articles on how to improve your CX
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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4 tips for a successful digital service catalogue
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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10 steps to map a customer journey for your service desk
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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Self-service stress at Dr Seuss’ service desk
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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How a service catalogue helps you increase customer satisfaction
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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An agile approach to your service catalogue
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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This should be your #1 priority when merging service desks
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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What is a service catalogue?
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: 3 Japanese lessons for service desks
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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The benefits of knowledge management for your service desk
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What a partnership with TOPdesk looks like
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