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...

 

 
The failure to provide professional and courteous service drives customers away. Some companies, however, get it right, going above and beyond to help their customers. Not only is this the right thing to do, it also increases revenue and customer loyalty. The bottom line is that satisfying...
Tag(s): customer service, customer satisfaction, customer experience

 
In this article, we’ll explore the customer service and communication skills (also known as soft skills) that enable customer support professionals to deliver consistent, high-quality service and support to customers. We’ll also discuss how these skills fit into three overall groups:...
Tag(s): communications skills, customer service

 
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

 
In the business world, we’re often required to decide between products or services we don’t know much about; this is especially true when it comes to new, cutting-edge technology and trends. We’re much more susceptible to hype when we’re in unfamiliar territory and have no prior experience. This...
Tag(s): business value, research

 

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

 

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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

 

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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

 

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