The Secrets of Identity Success
Posted on Tuesday 16 January 2018.
By Stephen Mowll, Director, Product Management Lead at RSA It’s no secret that effective identity strategies are based on business goals. But how can you improve the chances that your strategy will succeed? Of course you want your identity and access management strategy to help your business be more agile and efficient. But for
10 Tips for Chatbot Success
Posted on Friday 12 January 2018.
By Ian Wallis, Director Mobile & Intelligent Bots PaaS Business Development at Oracle Chatbots are rapidly becoming a key user engagement tool within an organisation’s digital strategy portfolio. The exponential growth of messaging platforms across desktop and mobile devices has enabled a new style of Conversational App that can be used to engage with your customers,
10 Steps to Self Service
Posted on Wednesday 10 January 2018.
This is part 6 in the Naked Service Desk Series The original Naked Service Desk Blog explores the concept of stripping back the service desk to its basic components and identifies the top 10 steps which are key for providing brilliant service. Of the 10 steps, step 5 focuses on customer communication channels. Keeping up with growing
The Changing World Of Problem Management
Posted on Tuesday 9 January 2018.
”Many organisations find it extremely difficult to dedicate time and effort to root cause analysis, as a result of firefighting and other priorities. I have worked in many industries for many years undertaking service management roles, and problem management is one of the biggest cogs and is sometimes over looked.” – Mark Dickinson Ultimately Mark’s
It’s Time To Cut Down Calls: Making Self-Service Work
Posted on Thursday 4 January 2018.
A better customer experience We have been talking to Barnardo’s Head of Service Management Mark Bassett to discover the key to their success with self-service. Firstly, we wanted to know what influenced Mark and his team to implement a self-service portal and how they prepared for the transition. “The driver for implementing self-service was to cut down the request calls which
Big Data or Good Data?
Posted on Sunday 2 April 2017.
by Mike Franchetti, SDI, Customer Insight Analyst Some time ago a documentary was doing the rounds looking into the alarming habits of one of Britain’s most obsessive ‘hoarders’. Not without sad moments, we were welcomed into a house stacked from floor to ceiling with belongings ranging from collectables, the unlikely-to-be-useful, and common everyday rubbish. The poor