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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...

 

 
The seven guiding principles of ITIL 4 take the focus off process and place it squarely on value.
Tag(s): supportworld, service management, ITSM, ITIL, business value
July 9, 2019

 
Jeff Rumburg defines how value is created in IT service and support.
Tag(s): supportworld, metrics and measurements, business value, ROI, return on investment - ROI
June 27, 2019

 
Roy Atkinson interviewed Jeff Toister about hidden obstacles to good customer service, the importance of empathy, what causes broken systems, and more.
Tag(s): supportworld, customer experience, customer satisfaction
June 25, 2019

 
Beware of comments and assumptions that can lead to service delivery that is simply adequate rather than exceptional.
Tag(s): supportworld, workforce enablement, workforce enablement, support center, service management, customer experience, customer service
June 11, 2019

 

Transformative training contains key components that are critical the learning process, and...

Tag(s): webinars, support models, supportworld, self-service, self-service tools, knowledge management
June 3, 2019

 

HDI conducts extensive research throughout the year. In this webinar, we will review our...

Tag(s): webinars, support models, supportworld, self-service, self-service tools, knowledge management
June 3, 2019

 
Before you make major changes to your environment, be sure you have good service management practices and principles in place to avoid poor customer satisfaction.
Tag(s): supportworld, customer experience, customer satisfaction, customer service, ITSM, service management
May 16, 2019

 
Metrics help us understand our performance and ultimately drive our improvements and service levels. But metrics for the sake of metrics are useless.
Tag(s): supportworld, metrics and measurements, business value
May 15, 2019

 
A good knowledge base does not guarantee adoption. You need to think about your audience and how they will find the information.
Tag(s): supportworld, service management, knowledge management, customer experience
May 14, 2019

 
Think of your content holistically, across silos, to enable an enhanced user experience and ultimately provide a better quality of self-service.
Tag(s): supportworld, service management, service desk, self-service, customer experience, customer service
May 9, 2019