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...


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

Roy Atkinson interviewed Chris Chagnon to discuss analytics, artificial intelligence (AI), self-help, and much more.
Tag(s): supportworld, support center, self-service, automation, technology
April 25, 2019

How you communicate a service outage is important to your customers and for your peace of mind.
Tag(s): supportworld, customer experience, service management
April 24, 2019

Low abandonment rate will not necessarily lead to higher levels of customer satisfaction but does have a direct impact on cost per contact. Learn why…
Tag(s): supportworld, metrics and measurements, customer satisfaction, customer experience
April 16, 2019

Routinely identifying and challenging your assumptions can be a powerful tool in customer experience.
Tag(s): supportworld, customer experience, customer service, customer satisfaction
April 11, 2019

Explaining WHY something is important in your knowledge base makes the information relevant and increases the value it brings to the business you serve.
Tag(s): supportworld, service management, knowledge management, business value
April 10, 2019

How do you know that your self-service portal is effective? Take a close look at your analytics.
Tag(s): supportworld, service management, support center, metrics and measurements, self-service
March 19, 2019

IT organizations that struggle to describe how they deliver value describe value in terms of technology or activities or cost rather than in terms of business value.
Tag(s): supportworld, business value, service management
March 6, 2019