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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...

 

 
RedSeal Networks provides proactive enterprise security management solutions that continually assess and fortify organizations’ cyberdefenses while automating compliance. Its engineers provide global, round-the-clock support, troubleshooting any obstacles to the analysis and improvement of...
Tag(s): continual service improvement, security management, metrics and measurements, customer service

 
In order to run IT like a business, a technical service and support organization needs to have a clear picture of the services it provides and how these services create value for its customers. Many organizations find it difficult to define services from the customer’s perspective because...
Tag(s): business value, business alignment

 

Gain a better understanding of the total customer experience! In this webinar, Julie Mohr will cover the core concepts of customer experience management, including the five steps of the CEM framework:

  1. Analyzing the experiential world of the customer
  2. ...
Tag(s): webinars, customer experience, customer service, customer-service-week

 

The adventure begins March 24–27, 2015, at the Mandalay Bay in Las Vegas—but it doesn’t have to end there! For the fourth consecutive year, we’ll follow up the HDI 2015 Conference & Expo by hosting the most immersive and educational virtual event in the technical service and support...

Tag(s): customer service, workforce enablement, professional development, people, technology, mobility

 

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In research conducted by HDI and Robert Half Technology on the technical support center of the future, industry professionals said they...

Tag(s): webinars, customer-service-week, customer service, technical support

 

Jason Young presents his innovative perspective on creating and sustaining a high-performance workplace where people can do their best work. Based on his recent book, The Culturetopia Effect,  Jason will explain how leadership defines organizational values,...

Tag(s): people, culture, employee satisfaction, employee engagement

 
You aren't defined by your job, but rather by how you do your job.  When you master customer service skills, you develop transferrable skills—leadership, emotional intelligence, relationship building, resourcefulness, problem solving, and more—that will serve you well in any...
Tag(s): webinars, customer service, customer-service-week, customer experience

 

Coaching involves regular communication with the goal of building skills through encouraging feedback. In this webinar, Mary Cruse will introduce attendees to the coaching feedback loop, which includes preplanning events as well as the ever-important one-on-one coaching session. She'll...

Tag(s): webinars, customer experience, customer service, customer-service-week

 

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More and more organizations are using the shift-left approach to support, bringing more complex work down...

Tag(s): webinars, remote support tools, self-service, service desk, support center, support channels, desktop support, supportworld

 
For this issue, HDI invited influential members from across all segments of our community to provide a snapshot of key imperatives that will guide 2013 initiatives. This unique collection of essays offers a rare glimpse inside technical service and support organizations, spanning healthcare,...
Tag(s): business of support, desktop support, customer service, practices and processes, service management, trends, IT service management, outsourcing, byod