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”
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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”
Member VIP Lounge – Customer Experience & Journey Mapping
In the first of our brand new series of Member VIP Lounge events, exclusively for all SDI members, learn how to grow your service experience by taking a deep dive into customer journey mapping. A recent SDI survey told us that two-thirds of service desks have never done a customer journey mapping exercise, but we know it is one ofContinue reading “Member VIP Lounge – Customer Experience & Journey Mapping”
Experience Level Agreements – What They Are and What They Are Not!
Experience Level Agreements – What They Are and What They Are Not We still need to hit our targets and KPIs this month! You have probably heard this plenty of times, right? And yes! Of course, you want to hit your targets and SLAs, but are your customers happy? Well, to successfully exceed customer expectations, it is essential to understand howContinue reading “Experience Level Agreements – What They Are and What They Are Not!”