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Featured Resource

"Your Call Is Important to Us": Customer Service vs. Customer Experience 

The customer experience is spread across the organization, beyond IT, making it much harder to envision and manage effectively. As a result, many companies have fallen into the trap of providing inadequate and sometimes downright poor support to their customers. Read more...


Every interaction is an opportunity to exceed expectations and create a valuable experience for our customers.
Tag(s): supportworld, customer service, customer experience, coronavirus
April 2, 2020

Even the most empathy-willing analysts will struggle to show empathy when they’re overburdened.
Tag(s): coronavirus, supportworld, workforce enablement, customer experience
April 1, 2020

Now that work from home is a rule, not an exception, how can we continue to deliver high-quality service management in this new normal?
Tag(s): supportworld, service management, customer experience, self-service, SLA, workforce enablement, automation, coronavirus
March 31, 2020

Spending time observing, empathizing, and experiencing customer problems is foundational.
Tag(s): supportworld, coronavirus, customer experience, customer service
March 30, 2020

Customer effort measures how easy it is for your customers to do business with you.
Tag(s): supportworld, customer experience, metrics and measurements
March 26, 2020

It’s time for us to raise the bar for customer experience in IT service and support. Here are the new rules for ITSM in 2020.
Tag(s): supportworld, customer experience, technology, ITSM, service management, coronavirus
March 19, 2020

Consider these five ways to integrate cell phones with your service management tool to provide an enhanced employee experience.
Tag(s): supportworld, workforce enablement, ITSM, customer experience, mobile device support
March 12, 2020

What is preventing us from providing top-tier support and customer experience beyond the service desk?
Tag(s): supportworld, service management, ITSM, business value
March 10, 2020

Empowered analysts are enabled to do their jobs well and keep customers happy.
Tag(s): supportworld, workforce enablement, customer experience, customer satisfaction, employee engagement, coronavirus
March 5, 2020

The status quo can no longer be accepted. People need to work up, down, and across the organization to drive change.
Tag(s): supportworld, workforce enablement, customer experience, collaboration, coronavirus
March 4, 2020