How to build a Customer Experience Strategy There are many moving parts in play when trying to explain, let alone execute, an exceptional customer experience. Therefore it truly takes a village and a good game plan to get things done effectively. Staying on top of your customer experience strategy is vital as the customer behavior…
Turn offboarding woes into wows using Freshservice An employee’s last day at work is almost as significant as their first one. It commemorates all the learnings, experiences, and memories they have gathered during their journey in a company. Imagine on a day like that, when you are full of nostalgia and maybe relief (wink wink),…
Customer preferences are evolving just as quickly as technological advances! This can have a significant impact on your business and its internal operations. Such fast-paced evolution demands an equally agile change management function. Organizations that focus on the mechanics of change management but ignore the principles and intended outcomes are likely to make mistakes. But…
In the era of digital workplaces, AI has emerged as a catalyst in enabling simplified, intelligent, and intuitive ITSM and ITOM environments. From increasing workflow automation, reducing IT staff workload to reducing downtime and outages, AI can help accelerate your service delivery and provide meaningful business insight. Latest research from Freshworks and IDG on “Right-sizing…
Customer experience is key to gauge how your customers perceive your brand. The reaction that customers have in response to the way your company treats them is crucial. Businesses have to work hard to attain and retain customers, for which keeping an eye on customer perception matters throughout their lifecycle. You have more influence than…
Service Desk Defined The service desk acts as the primary support mechanism in organizations, managing customer contacts for assistance and access to services. Their primary purpose includes the following: Receiving and responding to requests for support across multiple communication channels Prioritizing the requested work based on its impact on the business Communication of incidents and…
Specops Software survey highlights social engineering vulnerabilities among IT service help desks. 48% of organizations do not have a user verification policy in place for incoming calls to IT service desks, according to Specops Software, the leading provider of password management and authentication solutions. The information was uncovered as part of Specops Software’s survey of…