Video Archives

Delivering More Than Pizza: How Domino’s Built a High-Performing, Customer-Obsessed Service Desk

Six people pose and smile together indoors; three are seated at a table in the front, and three stand behind them. The modern office with large windows hints at a collaborative space, much like how Domino’s built a high-performing service desk.

What if your Service Desk could be more than a support function? What if it could be recognised as a high-performing team that leads change, delights customers, and earns respect across the business? This is the story of how Domino’s built a high-performing, customer-obsessed Service Desk. A journey that the Domino’s Pizza team began when they joined SDI’s Service DeskContinue reading “Delivering More Than Pizza: How Domino’s Built a High-Performing, Customer-Obsessed Service Desk”

June Premium Perk: Spark25 Video Trio

Every month we’re releasing a bonus piece of content, resource or offer exclusively for Premium Members for one month only. Your Premium Perk for June 2025 is a trio of speaker presentation videos from our incredible service desk conference, Spark25. This content is otherwise only available to Spark25 delegates, so make sure you watch them while they’re here and makeContinue reading “June Premium Perk: Spark25 Video Trio”

Member VIP Lounge – Experience Management

A hand places a wooden block with a smiley face on top of a pyramid of five similar blocks, all featuring smiley faces, against a light blue background—symbolising experience management and building positive connections.

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 – The Auditor vs. The Audited

A man in a grey suit and red tie is sitting at a desk, reading one document whilst writing on another clipped to a clipboard, focused on his service desk certification journey in a bright, modern office.

What are the most significant improvements inspired by the service desk certification journey? Watch this interview to gain great insight into the secrets of a real-life Service Desk Certification (SDC) journey! Join John Noctor (auditor) and Andy Gant of Runshaw College (audited) discuss the steps Runshaw College took to become the first and only college in the world to achieveContinue reading “Member VIP Lounge – The Auditor vs. The Audited”

Member VIP Lounge – Digital Sustainability

Two professionals in business attire collaborate at a desk with a computer, embracing digital sustainability. The man focuses on the screen whilst the woman stands beside him, smiling. Architectural models and trees are displayed on the table.

Want to understand more about sustainability in the digital context? Watch this informative Member Exclusive session on-demand to explore the sustainability imperative and the digital imperative, the challenges we face regarding digital sustainability and suggestions for what you can do to become more digitally sustainable. 📺 Click below to view this member-exclusive content

Member VIP Lounge – Resilience and Wellbeing

Three women are sitting in chairs by large windows in a bright office, engaged in a lively conversation about resilience and wellbeing, with city buildings visible in the background.

Resilience and Wellbeing – Effectively dealing with stress Watch this informative Member Exclusive session on-demand for an introduction to understanding our stress response and helping people to reduce that stress and build resilience so that you can navigate the inevitable ups and downs of life. 📺 Click HERE to view this member exclusive content

Member VIP Lounge – Instant Memory Training for Professional Success

Instant Memory Training for Professional Success Learn from the world’s leading memory skills expert! In this very fun & interactive presentation, U.S. Memory Champion Chester Santos – “The International Man of Memory” will help you to develop life-changing skills to greatly enhance your professional development & lifelong learning. 📺 Click here to view this member-exclusive content!

Member VIP Lounge – Designing and Delivering Experience in 2023

Three cheerful customer service representatives wearing headsets celebrate together, smiling and raising their fists in excitement, embodying how to design and deliver effective experiences through teamwork and positivity.

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 – Harnessing the Power of Proactivity

A diverse group of six people stand in a circle indoors, reaching up and joining hands in a group high-five, smiling and celebrating together while harnessing proactivity.

Harnessing Proactivity: Transforming Support Through Innovation & Engagement In this recorded Member VIP session, Kristian Spence-Owen, Product Support Manager at iVendi Limited, explores how you can create a proactive service experience while sharing insights into iVendi’s journey to world-class service through real-time product usage alerting, bespoke in-house tooling, Power BI, continuous improvement plans, and departmental goal setting. 📺 Click HEREContinue reading “Member VIP Lounge – Harnessing the Power of Proactivity”

The Service Desk’s Role in Risk Management

A person in a suit touches a digital shield icon with a padlock, representing cyber security and service desks' role in risk management, on a transparent screen with binary code in the background.

The Service Desk’s Role in Risk Management Virtual Event (on-demand) Watch the on-demand sessions from The Service Desk’s Role in Risk Management virtual event and learn how the Service Desk can drive a risk-aware culture in your organisation. You can watch the sessions on our SDI BrightTalk channel. Effective Cyber Incident Response Marc Alexander, Regional Security Program Manager, Microsoft ShowContinue reading “The Service Desk’s Role in Risk Management”

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