Corporations want to be quick to market and adaptable to constant change. They want to generate feedback, reduce support calls, and increase velocity. Unfortunately, this is often achieved at the expense of sound security.
Tag(s): security management, change management
How well do you know your customers? Do you understand their expectations around technology and its support? The fact is, these expectations change depending on age and exposure to technology. Consider the terminology you see in popular media concerning each successive generation: Baby Boomers,...
Tag(s): future of support, customer experience, supportworld
There’s an information security maxim that states, “There’s no security without physical security.” Buildings and infrastructure (other than specifically IT infrastructure) are usually the domain of a department other than IT, but the technology used to monitor and secure facilities of all types...
Tag(s): support models, future of support, security management
These days, most companies have hectic social schedules. From baby showers to retirement parties, cross-generational events like these are examples of how diverse our workforce is right now. Many of us are lamenting the fact that ...
Tag(s): future of support, workforce enablement, supportworld
Is this the year the walls around IT and support finally come down, once and for all? There is a well-recognized chasm in many enterprises. On one side are the engineers and support people who keep the organization on the technological cutting edge; on the other is ...
Tag(s): workforce enablement, business of support, supportworld
We’re living in a world in which virtually everything has been changed—disrupted, you might say—by the integration of technology into nearly every facet of life. Technology is now at the center of our professional and personal lives. While there are exceptions, for most of us, it’s difficult to ...
Tag(s): future of support, supportworld
The HDI Strategic Advisory Board (SAB) launched an ambitious project to look ahead about five years and make some assertions about where the technical service and support industry will be by the year 2020.
Tag(s): future of support, supportworld
The ever-accelerating pace of technological change continues to push CIOs to adapt quickly or run the risk of finding themselves outmaneuvered by their competition. Whether it’s determining how best to leverage mobile apps, weighing the risks and benefits of cloud computing/storage, or...
Tag(s): future of support, supportworld
As consumers have become more technically aware, they’ve become more willing to trust each other. This is having an impact on established providers of expertise and trust—and it’s changing entire industries. It’s vital that corporate IT departments understand ...
Tag(s): future of support, supportworld
It’s estimated that well over two billion people are connected to the Internet today. With the explosion of smartphone technology, it’s not hard to imagine that sometime in the next ten years, that number will hit ...
Tag(s): technology, future of support, SaaS, software as a service - SaaS, supportworld