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"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...


Customers, either internal or external, are people first. Treat them as such and you will stand a better chance of providing quality service, even when things go wrong. Here are seven tips for IT service professionals to communicate with customers with empathy.
Tag(s): supportworld, culture, service quality, customer experience, customer service, communications skills
September 22, 2020

A real-world example of how something as small as a separate system of service desk support for the C-suite level can cause real inefficiencies.
Tag(s): supportworld, best practice, culture, organizational change management, support models, service quality, service strategy
September 17, 2020

Knowledge is too often hoarded by individuals and teams. To change this will require a clear signal from the top down that good knowledge management is important and a cultural shift across all teams.
Tag(s): supportworld, best practice, culture, knowledge management, KM, organizational change management
September 16, 2020

The number of women in IT has consistently declined or remained the same since the mid-1990s.
Tag(s): supportworld, workforce enablement, workforce enablement, diversity, business value, leadership
September 10, 2020

Any organization seeking long-term sustained growth must evolve its culture if it wants to move from lean start-up to established leader.
Tag(s): customer experience, workforce enablement, workforce enablement, supportworld
September 8, 2020

Knowing a few coding concepts can go a long way toward helping you get the most from your service management platform.
Tag(s): supportworld, service management, business value, ITSM
September 3, 2020

Using customer feedback to improve processes, products, and services is essential to creating greater value for everyone, both customers and employees.
Tag(s): supportworld, customer experience, workforce enablement, support center
September 1, 2020

Follow these three tips to give problem management the importance, priority, and resources needed to deliver business value.
Tag(s): supportworld, service management, problem management, ITSM, business value
August 19, 2020

Rae Ann Bruno shares her views about wowing your customer, the value of training, getting metrics right, and more.
Tag(s): supportworld, customer experience, knowledge management, KCS, metrics and measurements
August 18, 2020

The Service and Support Awards showcase individuals and teams that excel at service and support and elevate their businesses by maintaining the highest standards.
Tag(s): supportworld, workforce enablement, workforce enablement, support center, service management, service desk, technology, metrics and measurements, desktop support, customer experience
August 13, 2020