CX: Delivering Happiness – The Series, Part 2

CX: Delivering Happiness The ‘CX: Delivering Happiness’ Series is all about the shift in the ITSM industry which is beginning to steer the focus away from traditional metrics and towards recognising the significance of the customer experience.  It will focus on everything from the ‘why’ and ‘how’ to measure CX, what affect it will have

CX: Delivering Happiness SLA’s are vital to documenting customer requirements, KPI’s firmly have their place in service performance monitoring, but make sure you don’t fall into the data trap! The trap which involves losing sight of the ultimate aim behind any good service; not only to recognise that your focus is on the customer, but

CX: Delivering Happiness The ‘CX: Delivering Happiness’ Series is all about the shift in the ITSM industry which is beginning to steer the focus away from traditional metrics and towards recognising the significance of the customer experience.  It will focus on everything from the ‘why’ and ‘how’ to measure CX, what affect it will have

Service Management 101: Siddhartha Chaturvedi, Senior Director at Capgemini In this Service Management 101 we find out how Capgemini’s global service desk has approached transformation over the last couple of years and how this helped them to successfully respond to the impact of the pandemic on their business. That they had already leveraged RPA, AI

Thoughts on the new Service Desk Analyst (SDA) and Service Desk Manager (SDM) Professional Standards Update, from Lynne Nash… Lynne Nash – Service Management and Service Improvement Consultant, Contributor to SDI’s Global Best Practice Standard for Service Desk, SDI Associate and Key Awards Judge, and Experienced Trainer Lynne is an experienced service desk, service management,

Thoughts on the new Service Desk Analyst (SDA) and Service Desk Manager (SDM) Professional Standards Update, from John Noctor…   John Noctor, Service Management & Best Practice Consultant, Trainer, Service Desk Certification Auditor and ITIL Expert Dedicated to driving customer success and delivering exceptional customer experiences, John is a continual improvement evangelist, well known for