Poorly constructed or poorly executed surveys can do more harm than good with the customer relationship. Here are pitfalls to avoid.
Date Published May 24, 2023 - Last Updated May 8, 2024
Scaling support doesn’t mean just having a service portal. Here is a deeper look at how to do it.
Date Published May 17, 2023 - Last Updated February 20, 2024
A Q&A with Bruce Randall of ServiceNow, who is a valuable member of the HDI Strategic Advisory Board.
Date Published May 16, 2023 - Last Updated February 16, 2024
We asked thought leaders in the IT service and support industries for their takeaways when the microchips hit the fan.
Date Published May 16, 2023 - Last Updated February 20, 2024
A Q&A with Brian McDonald, a security officer with Mutare, a telecommunications company, on the latest cybersecurity threat.
Date Published May 9, 2023 - Last Updated February 20, 2024
We’ve come a long way from needing paper forms and office visits to get our IT needs met.
Date Published May 8, 2023 - Last Updated February 20, 2024
After a long competition, we recognize the best of the best of the IT industry at SupportWorld Live in Las Vegas.
Date Published May 3, 2023 - Last Updated February 20, 2024
An imagined take at what a nation of the service desk industry would look like and what rules would make up its constitution.
Date Published May 2, 2023 - Last Updated February 20, 2024
It’s about restoring the trust that has been broken. Terry White of Omdia discusses how to unpack this important concept.
Date Published April 25, 2023 - Last Updated February 20, 2024
In this Q&A, Roy Atkinson shares his perspectives on how success in the IT-industry still depends on our connections with others, despite tech advances.
Date Published April 25, 2023 - Last Updated February 20, 2024