Browse all customer experience content below.

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...

 

 
Understanding, focusing on, and improving value is the most important thing any service and support organization can do.
Tag(s): supportworld, business value, service management, ITIL, ITSM
August 21, 2019

 
If we stop referring to writing skills with the empty word “soft,” we can recognize how important they are to providing great service and support.
Tag(s): supportworld, customer satisfaction, workforce enablement, workforce enablement
August 15, 2019

 
Too often, quality programs stop at the scorecards and support staff focus on the numbers instead of creating a great customer experience.
Tag(s): supportworld, technical support, customer experience, workforce enablement, workforce enablement, metrics and measurements, balanced scorecard, quality assurance
August 15, 2019

 
Learn how an IT organization centralized the fulfillment process to improve efficiency, create a better customer experience, and save money.
Tag(s): supportworld, service management, customer experience, asset management
August 13, 2019

 
Service and support organizations face many complexities and challenges. The challenge is to find the time to dig in to the data and address what’s going on and why.
Tag(s): supportworld, metrics and measurements, service management, business value
August 8, 2019

 
Having a customer satisfaction survey doesn’t mean you have insight into what frustrates your customers.
Tag(s): supportworld, customer experience, customer satisfaction, customer-satisfaction-measurement
August 1, 2019

 
Jeff Rumburg shares a case study that calculates the ROI for a particular support organization.
Tag(s): supportworld, metrics and measurements, business value, ROI
July 31, 2019

 
Getting a good knowledge management program running and maintaining its momentum requires commitment, investment, learning, and sustained effort.
Tag(s): supportworld, service management, knowledge management, KM, KCS, customer experience
July 23, 2019

 
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