Employee Experience Articles

Experience Matters: 9 CX and ITSM Nuggets from Refresh19

Posted by Stephen Mann
on May 1, 2019

In IT we need to go further than the mindset of “supporting the people, not the IT” to be more focused on the business-level outcomes achieved through what we do in IT. This article which offers up some of the key learning points from Refresh19 London – a Freshworks customer event – aims to help you achieve this.

4 Tips for Improving the User Experience

Posted by Kevin J. Smith
on February 26, 2019

This article by Kevin Smith looks at four things that can improve the user experience and help deliver the maximum value from the systems of IT across the business and to the people that are the lifeblood of the organization – including setting clear goals, and transparent design and user testing.

4 Ways to Increase Your IT Service Desk’s Customer Satisfaction Scores

Posted by Adam Stetzer
on January 31, 2019

This article shares a number of proven tips that can dramatically improve your customer satisfaction survey scores. They’re all relatively simple and can be easily adopted by your IT service desk to achieve the results you want with your customers. Take a look here.

Customer Service is the Elephant in the Room of ITSM

Posted by Aale Roos
on January 10, 2019

In Aale Roos’ opinion, not a single ITSM framework, standard, or concept is really customer-centric in the sense that customer service would be an important element in it – and so here he asks “where are we, and where should we be, with customer service in ITSM?”

Improve Customers Experience with Customer Journeys

Posted by Nancy Louisnord
on January 8, 2019

Want to deliver excellent services? Want to start improving customer experience, but have no clue where to start? As with anything related to your customers, it’s often best to start with the customers and their journey(s) – so take a look at these five actions to help you on the road to success.

Which ITSM Topics Will Interest You, and Your Peers, in 2019?

Posted by Sophie Danby
on November 27, 2018

Which IT service management (ITSM) topics would you like to see our content focus on in 2019? Please take our quick poll and then read on to find out more about a year in the life of ITSM.tools’ content and readership, and to see how we shaped our content plan around last year’s votes.

How IT Can Lead Employee-Focused Service Management Strategy

Posted by Matt Cox
on October 30, 2018

We need to rethink the service delivery process and shift our mindsets as service providers away from that of closing tickets (submitted by end users) to instead prioritizing the needs of employees first! But how do you successfully do this? Here you’ll find five tips to get you started.

What Exactly Are XLAs and How Do You Use Them?

Posted by Hannah Price
on June 19, 2018

Yes you should aim to solve tickets as quickly as possible, but there’s more to it than that. Meeting an SLA doesn’t guarantee that the customer is happy. You need to put the emphasis on customer experience. You need XLAs, and here’s why.

What ITSM Pros Need to Know About Customer and Employee Experience

Posted by Sami Kallio
on May 31, 2018

Some corporate IT organizations feel uncomfortable with the term “customer experience” when referring to internal end users. So, is employee experience a better term? And if it is, what are the barriers to success and how can you get it right? This article explains all.

ITSM Hot Topics: And in Last Place… People

Posted by Karen Ferris
on March 22, 2018

Why is it that in the list of recently published ITSM hot topics, “people” topics come nowhere near the top? Do people not understand that business change is not built on process and technology, it’s built on people. Read more here.

What Does Customer Experience (CX) Mean for IT Service Desks?

Posted by Stephen Mann
on March 19, 2018

The signs of the growing customer experience adoption are already here and impacting the world of ITSM. In this article, Stephen Mann shares the latest industry statistics related to CX and the service desk, and why you should take note.

Employee Experience is The Only Metric You Need

Posted by Pasi Nikkanen
on May 23, 2017

How do you make employee experience your most meaningful IT service management metric? Here Pasi Nikkanen shares his insights.

Sometimes I Just Want Service, You Can Keep Your Experience

Posted by Matthew Hooper
on April 10, 2017

Here Matt Hooper asks: “Does great customer service translate into a great customer experience?” and “Does a great experience result in great service?”

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