Continual improvement isn’t about making one big change. It’s about building on success year after year, making improvements, and using insight to deliver better services. That’s exactly what Betsi Cadwaladr University Health Board (BCUHB) has achieved through its ongoing Service Desk Certification journey with SDI. Following its third surveillance audit, BCUHB has successfully retained its 4-Star Business-led Service Desk Certification,Continue reading “How Betsi Cadwaladr University Health Board Strengthened Service Excellence Through Continual Improvement”
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The Happiness Effect
How Joyful Service Desks Create Exceptional Experiences
The Chief Experience Officer’s Role in Elevating Customer Experience [Guide]
There is a growing importance of CX leadership in driving business success. According to McKinsey analysis, companies in the United States that are leaders of CX achieved more than double the revenue growth of “CX laggards” between 2016 and 2021. As customer experience expectations rise, so does the pressure on leaders to demonstrate their impact. To stay ahead of theContinue reading “The Chief Experience Officer’s Role in Elevating Customer Experience [Guide]”
Bridge the Gap: How to Improve Collaboration Between IT Support Levels
Enhancing collaboration among IT support levels is crucial for improving service delivery and boosting customer satisfaction. But there are some challenges that often hinder effective collaboration between different support levels. This article will explore: ➡️ What are the five IT support levels? ➡️ What are the common challenges between IT support levels? ➡️ The importance of enhanced collaboration WhatContinue reading “Bridge the Gap: How to Improve Collaboration Between IT Support Levels”
The Future of Customer Service: How GigCX Is Redefining Customer Experience
Customer experience and satisfaction are critical to the success of any business. Research shows it can take up to 12 positive experiences to make up for just one negative one, proving that exceptional service isn’t optional; it’s essential. But customer expectations, technology, and work models are evolving fast. Traditional contact centres can struggle to keep up. That’s where GigCX, or Gig Customer Experience, comes in. By harnessing the power ofContinue reading “The Future of Customer Service: How GigCX Is Redefining Customer Experience”
Questions to Ask Before (and After) Implementing an IT Self-Service Portal
If we look at the relationship between customer support teams and their end-users, the end-user experience relies on how that support team function, right? When today’s end-users try to solve an issue, they usually want two things. First, they want their questions answered. Secondly, they don’t want to wait on the convenience of the support team to provide answers. Often, that meansContinue reading “Questions to Ask Before (and After) Implementing an IT Self-Service Portal”
Learn How to Master Customer Interaction with Our Head of Training
At SDI, our commitment to excellence includes recruiting outstanding professionals. In 2024 we welcomed Kylie Hamilton as our new Head of Training & Development. Since joining, she has quickly become an invaluable team member, bringing fresh perspectives and expertise to our training programs. One of Kylie’s recent achievements includes passing the ITIL 4 Foundation exam with a perfect score ofContinue reading “Learn How to Master Customer Interaction with Our Head of Training”
How to Elevate Digital Transformation and Customer Experience in Modern Service Desks
IT service desks are transitioning from a reactive problem-solving approach to a proactive, value-driven partner in enhancing customer experience. But this shift is not just a trend – it’s essential for meeting the growing demands of today’s customers. 🔗 Download Wanstor’s insightful report here – and get reliable expert insights. The Wanstor report ‘From Fixers to Futurists’ outlines five keyContinue reading “How to Elevate Digital Transformation and Customer Experience in Modern Service Desks”
Member VIP Lounge – Experience Management
Experience Management: What is it, why do you need it and how to do it? Mark Bewick and Neville Hughes have some serious knowledge when it comes to experience management, customer and employee happiness! In this month’s SDI VIP member lounge, Mark and Neville take a deep-dive into what Experience Management is and why it’s essential you use it. TheyContinue reading “Member VIP Lounge – Experience Management”
Member VIP Lounge – Designing and Delivering Experience in 2023
how to design and deliver effective experiences? ‘Experience’, whether digital or specific to the workplace, customer or employee – means something different to everyone. So how do you manage it? What are the goals, and how do you know when you get there? How do you know where you’re starting from? Catch up on this excellent Member Exclusive Session –Continue reading “Member VIP Lounge – Designing and Delivering Experience in 2023”