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...


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

When things get tough, actively practicing empathy and seeing the world through our customers' eyes can improve service and support for both analysts and customers.
Tag(s): supportworld, workforce enablement, customer service, customer experience
July 30, 2020

For IT to evolve from being functional to outcome driven, they must know what brings value and revenue to the business.
Tag(s): supportworld, service management, service desk, support center, business value, business alignment, agile, ITIL
July 29, 2020

Jeff Rumburg examines same day/next day resolution, a metric that measures the percentage of tickets opened and resolved within one business day.
Tag(s): supportworld, metrics and measurements, service desk, customer satisfaction
July 28, 2020

If you want to measure success in providing high-quality service and support, you need to include feedback from end-users.
Tag(s): supportworld, customer experience, customer service, service management, support center, service desk
July 15, 2020