Customer Experience

While it’s still early days for artificial intelligence (AI), it’s clear that AI means business. In a June 2020 study conducted by Omdia, researchers found that more than 50% of respondents had deployed or were planning to deploy AI in five of seven business...

In a recent poll of senior IT leaders by HDI, 60% of respondents said their top priority is business transformation, and 64% said they are investing in solutions to support business transformation. Digital transformation touches every aspect of business and depends upon...

In recent research, HDI found that 32% of organizations were planning to adopt the principles and practices of service management in lines of business other than IT, in addition to the 27% who said they have already done so. Why are so many organizations adopting enterprise...

Disruption has become the norm. As businesses try to keep pace with rapid change, IT support centers along with other core enterprise service groups are struggling to keep up with demand. How can they communicate effectively and maintain high standards of internal and external...

If your organization’s goal is to reduce friction so your customers can experience your products and services in new and exciting ways, you’re going to need to rethink how and why you’re doing what you’ve always done. More and more people are gaining...

HDI conducts extensive research throughout the year. In this webinar, we will review our 2019 research to date, examine what it means for the industry, and suggest areas that leaders should be paying attention to, including possible courses of action. We will review the latest...

The 2010s were a decade of rapid-fire evolution in IT, technical support, and service management: from mobile devices to remote support, knowledge management to enterprise service management and ITIL4, countless technologies, processes, frameworks, and methodologies emerged to...

The modern organization needs to provide a reliable, secure way for customers, vendors, and remote employees to both access the resources they need to do their work, and to receive support where they are, when they need it. HDI’s annual research shows that Remote Control...

While much has changed this year for support centers—which consist of service desks, help desks, and desktop support—we must also remember that a lot has changed for the customers we serve, as well. They may lack the proximity of colleagues to answer simple...

Customer expectations are continually rising, and that’s not likely to change anytime soon. At the same time, IT leaders are feeling the pressure to do more with fewer resources and smaller teams. Finding the right balance between cost, quality, and speed has never been...