SupportWorld

Get Must-Read Issues on Your Tablet

The Role of IT May/June 2015 Published On: May 01, 2015

It’s the year 2025: Do you know where your IT organization is? Are your people hiding amongst the many business units scattered throughout the enterprise? Are your systems in the cloud? Are you able to distinguish traditional IT roles from traditional business roles? As technology continues to enable and simplify, is IT evolving into something we wouldn’t recognize today? As technology professionals, we’re at the forefront of change. The means through which IT is delivered are evolving, and we must embrace that reality. In this issue, we explore the evolving role of IT and the impact that will have on technical service and support.


The Role of Support March/April 2015 Published On: Mar 01, 2015

Change is constant, and we're not immune from change in technical service and support. BYOD and the cloud have forced us to completely rethink our service models and policies, and the evolution of technology, along with younger generations' comfort and familiarity with it, is transforming customer service expectations. The myriad changes affecting service and support are also giving rise to a rethinking of the role of support. In this edition, we explore a variety of roles support can or should play in matters ranging from community building to developing enterprise-wide communication strategies to personalized service models.


The Work January/February 2015 Published On: Jan 01, 2015

The HDI Strategic Advisory Board has been conducting an exercise dubbed “Foresight Is 2020.” Throughout each 2015 issue of SupportWorld, we'll be exploring the future ramifications of subjects like Big Data, the Internet of Things, wearable technology, and consolidated service organizations. With the articles in this issue of SupportWorld, we tackle the work of support and provide some insights on both new and old technologies and methods.


The State of the Industry Issue November/December 2014 Published On: Nov 01, 2014

In planning for 2015 and beyond, it’s prudent to consider how new developments in technology may impact our organizational structures and the way we do our jobs in the not-too-distant future. For the past several months, the HDI Strategic Advisory Board has been conducting an exercise to do just that. We’re calling this project “Foresight Is 2020.” Starting in January, we will begin exploring the future ramifications of subjects like Big Data, the Internet of Things, wearable technology, and consolidated service organizations. The articles in this issue of SupportWorld should give you some food for thought.


The Customer Experience Issue September/October 2014 Published On: Sep 01, 2014

In today’s marketplace, experience plays an increasingly important role in any company’s success. This is why having a well-conceived, comprehensive strategy for managing the customer experience is so important. Effectively managing the customer experience can improve overall customer satisfaction, customer acquisition and retention, and customer loyalty. It can also help your organization increase value, reduce cost, and cement its competitive advantage. This issue of SupportWorld considers the customer experience from a number of angles.

Write for SupportWorld

Want to add "author" to your credentials? Will your research or analysis benefit others? Do you have an engaging case study? We want to hear from you!


Sponsor SupportWorld

Interested in sponsoring a must-read issue of SupportWorld? Contact our media sales team to learn about available opportunities.