Back To the Future of ITSM – What We Have Learned?
Posted on Wednesday 4 January 2023.
As Doc from the ‘Back to the Future’ movie said, “Roads? Where we’re going, we don’t need roads.” We may not know all the routes, but we want to know more about where the IT & ITSM industry is heading in 2023. Digital transformation is no longer a matter of choice! Providing brilliant service, exceeding
Brilliant Basics are Essential in Good Customer Experience
Posted on Wednesday 23 November 2022.
The focus for many organisations is shifting to a human-centric approach to IT services. Some of them collect and quantify data on it. On the other hand, some companies still don’t understand why a human-centric approach is so important. In the second part of our blog series ‘Back to the Future of ITSM’, we spoke
Rapidly Changing Technology or Low Digital Literacy?
Posted on Tuesday 30 August 2022.
New technologies are emerging daily, and with each innovation, there is a need (and pressure) to acquire new digital skills quickly. But do you know how much knowledge you, as someone who provides service support, or your organisation’s end-users, should have today? And how much knowledge would you like your end-users to have? Not easy
How to Level Up Customer Experience with Data-Driven Hyper-Personalisation
Posted on Tuesday 16 August 2022.
The shift to more personalised, targeted customer experiences is largely due to technological advances, with machine learning, artificial intelligence and biometric identification increasingly integrating to provide more data-based customer information. In this article, we’ll cover why hyper-personalisation is one of the key drivers of business growth and how to get started with it. Hyper-Personalisation
Transformation In Action – 5 Practice Tips from Industry Thought Leaders
Posted on Thursday 26 May 2022.
Meeting customer expectations has always been challenging, and when COVID-19 forced many employees to remain at home – this became even more demanding and daunting. Why? Well, for many organisations, the IT service desk was rarely physically able to operate remotely pre-pandemic. To continue providing outstanding IT services, most organisations were forced to adapt traditional
Why Do Micro-Experiences Matter to the IT and Support World in the Age of the Digital Business?
Posted on Wednesday 27 April 2022.
There’s a lot of talk about ‘customer experience’ these days, especially in the IT and support world. But do we know what truly makes for a good experience? Is it about the solution, speed, design, convenience or simply a human touch? What Are Micro-Experiences? You have probably had a few micro-experiences this week, from hearing