Improve Customers Experience with Customer Journeys

ITSM and Customer Journeys

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.

Changing ITSM – Let’s Talk Customers, AI, and Mental Health

Changing ITSM

In this article, Sophie Danby looks back at a recent industry conference and uses it as a platform to discuss the changing face of ITSM, the ever-growing importance of customer service, the industry focus on Artificial Intelligence, and why we – in ITSM – need to focus more on the darker side of mental health.

5 Simple “Don’ts” for Handling Customer Complaints

Handling Customer Complaints

Here Stephen Mann takes his latest negative customer experience and turns it into five simple, but practical, pieces of advice for anyone (whether they be in internal or external support) to follow when handling a customer complaint.