While customer satisfaction (CSAT) has long been an important metric for service desks, SDI research shows that over half of service desk professionals rank CX as the most important option for their service desk. SDI’s research indicates that 60% of service desk professionals find more value in CSAT measures than traditional metrics, such as first-time fix or resolution time, and 75% have noticed a shift towards monitoring CX over or alongside SLA targets.
The shift within the industry toward a greater focus on customer experience or CX by the service desk is subtle. While CSAT focuses on how satisfied the customer is with one particular interaction with the service desk, CX is more proactive in encouraging service desk staff to build relationships with customers to promote loyalty and a positive perception of the service.
In this half-day event, SDI trainer and auditor, John Noctor, will take you on an interactive journey focusing on the ‘Strategic Impact of Customer Experience’. Dedicated to driving customer success and delivering the magic of great customer experiences, John is an evangelist for continual improvement and with the belief in making things better. Throughout the afternoon, he’ll explore how your service desk can better manage the customer experience and better demonstrate the business value a great CX strategy by looking at:
By coming along to this afternoon on service desk CX strategy, you can also attend the ITSM Tool Demo Day in the morning. Lunch will be included for everyone attending both sessions! Register for one or both, these events are free and will be held in the Edinburgh Grosvenor Hotel.
Edinburgh Grosvenor Hotel
5-21 Grosvenor St
Why not attend the ITSM Tool Demo Day taking place in the morning in the same location!
Our ITSM Tool Demo Day is the perfect way for you to narrow down your search on finding the ideal tool for your service desk. There will also be a demo of a speech recognition and password reset tool by Lumenvox.
Come along to this FREE EVENT to see live demonstrations from a range of popular service desk software suppliers and hear our top tips on tool selection, as well as having the chance to speak with other service desk professionals about their experiences of using different ITSM tools. Book here!
TOPdesk's ITSM tool is an easy way to automate your ITSM processes. Increase efficiency, reduce costs, make your customers happy.
Modernize IT and other business functions with a refreshingly easy-to-use, simple-to-configure IT service desk solution in the cloud.
Axios Systems combine a modern IT management solution with the world’s most experienced IT consultants to give you rapid and risk-free IT service and operations management toolset implementation.
4me is an enterprise service management (ESM) solution for seamless collaboration between internal and external service providers.
LumenVox is a total speech solutions company that provides a complete stack of speech and multifactor authentication technology.
Engage ESM is an Atos company and Gold Sales and Services partner for ServiceNow globally; providing design, implementation, and support services to clients worldwide.
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