Employee Experience

Employee experience has been all the rage in business for a while now. But what is employee experience? And why should service departments care?

Join us in celebrating SysAdmin Day 2022 with our SysAdmin Hero giveaway! Nominate your hero with your personal story of thanks.

IT departments have nothing to do with B2C, right? Wrong. Find out what IT departments can learn from B2C organizations in this blog.

Data shows there’s an undeniable link between employee experience and customer experience. Find out how to keep employees engaged for happier customers in this blog.

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.

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

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!

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!

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

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

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

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?

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.

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.

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

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

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.

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.

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

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.