Customer Experience

Ready to try your hand at customer journey mapping? This customer journey example shows you exactly what happens when Oliver requests a laptop from your IT department. Continue to the end...

Customer Experience

There’s never been a greater digital training course than the coronavirus crisis, according to Steven van Belleghem, thought leader in the field of customer relationship transformation,...

Customer Experience

In the past decade, and especially in the past few months, digitalization has shifted from a novelty to the new norm. But technology isn’t the only thing that has changed: we have changed...

Customer Experience

You're trying to increase your customer satisfaction score or improve the image of your IT department. Have you considered mapping your customer journeys?

Customer Experience

Since the majority of people have to work from home for the foreseeable future, your customers will definitely use your self-service portal more often. That's why you have to make sure your...

Customer Experience

How do you improve your Customer Experience without increasing your budget? This is the conundrum for many service desks. The answer can come from an unexpected place: you can learn some...

Customer Experience

HBO’s hugely successful Game of Thrones is coming to its 8th and final season. Now before we get all teary-eyed and find out who ends up on the Iron Throne, we’d like to share our insight...

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 for...

Customer Experience

You don’t get satisfied customers by trying to be the best at everything. Sometimes it’s better to outsource certain tasks. But how much should you outsource if you want to increase...

Customer Experience

What’s the difference between customer satisfaction and customer loyalty? How can you measure whether your customers are satisfied and will keep buying from you? How much effort should you...