How do you measure customer satisfaction and customer loyalty? This is trickier than you might think! I believe there is a difference between customer satisfaction and customer loyalty....
Continue Reading
How do you measure customer satisfaction and customer loyalty? This is trickier than you might think! I believe there is a difference between customer satisfaction and customer loyalty....
Continue Reading
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 enables...
Continue Reading
Artificial Intelligence – AI – is a popular topic at service management events. It’s exciting and full of promise for a brighter future. But what are the advantages of AI? How will AI help...
Continue Reading
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 funny...
Continue Reading
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 your...
Continue Reading
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...
Continue Reading
Change Management can be a rather rigid and long-winded process. Do you want to make your change implementations more agile? There are different ways to go about this. In this blog I’ll...
Continue Reading
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...
Continue Reading
A good, proactive Problem Management process is a crucial way to minimize the impact of disruptions whilst increasing satisfaction and trust, of your customers when incidents occur. Plus,...
Continue Reading
A classic Change process can be long-winded and rigid. Can you make the process more agile? In this post in our agile blog series, we’ll discuss Change Management and a more agile approach...
Continue Reading