CX: Delivering Happiness – The Series, Part 4
Posted on Tuesday 12 January 2021.
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: Capgemini’s Global Service Desk Transformation Journey
Posted on Friday 11 December 2020.
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
The new KPIs for AI/Chatbot powered Service Desk
Posted on Tuesday 8 December 2020.
The new KPIs for AI/Chatbot powered Service Desk by Manish Sharma, Co-Founder at Rezolve.ai Service Desks have begun their journey towards an AI/Chatbot driven evolution. The allure of providing frictionless and quick service along with the promise of automation is attracting many Service Desk managers to look closely at this new emerging Service delivery model.
Managing Major Incidents From Home — What You Can Learn From Mission Impossible
Posted on Wednesday 16 September 2020.
By Lior Avni, Global Incident Manager, Gett Full disclosure — I am not Tom Cruise (Shocker, I know 🙃). What I am, is an Incident manager, who, not unlike Ethan Hunt (portrayed by the mighty Tom), also has to deal with uncertainties in life and surprises. All the more in this day and age where
The Path out of Covid-19: rebooting the business and back to the future
Posted on Tuesday 25 August 2020.
The Path out of Covid-19: rebooting the business and back to the future by David Wright, Chief Value Officer, SDI Oh, for a DeLorean with a weird 1980’s digital dashboard and a hover board. The chance to go back to 2017, knowing what was to come in 2020, and have enough time to make ready
Follow the sun with Essentra: A journey to success
Posted on Tuesday 10 December 2019.
About Essentra Essentra are a manufacturing organisation with a global footprint. The company, an SDI Corporate Member, operates internationally from headquarters in Milton Keynes, Buckinghamshire. It is listed on the London Stock Exchange and is a constituent of the FTSE 250 Index. The Essentra Challenge Just over three years ago, the decision was made to