People of our time
Michelle Major-Goldsmith looks at how to manage and utilise a multi-generational workforce.
Service management people
Every time you stand still long enough to look at our...
Technology convergence – Joining the dots
Service technology has come a long way, but what is its role in the modern organisation?
In the beginning
Helpdesk software and contact management software were...
Can AI and chatbots help us to be more human?
Why developing technologies such as AI and chatbots are not replacing people with robots, but enabling organisations to evolve, grow and make the most...
Crouching employee, hidden sentiment
The literal meaning of Crouching Tiger, Hidden Dragon, from the Ang Lee film set during the Qing Dynasty and the reign of the Qianlong...
Managing the modern emotional sale
The modern customer is more connected and, in most cases, more informed than ever before. They are more likely to shop around and are...
Wearables and CX – wearing your emotions on your sleeve
The increasing amount of data collected from connected devices, both on our person and in our homes, is leading to a wearables and CX...
X-up your customer relationships with CRM and CX
To gain a real competitive advantage, it is important to understand how your customer feels, not just how they behave
Customer Relationship Management (CRM) vendors...
From the mosh pit to the stage – the rock ‘n’ roll of ITSM
No more just keeping the lights on, it is time for the fourth revolution and for IT to take centre stage.
The headlines being written...
Beware the ‘X’istential beings
Everyone is trying to put the X factor into service. But what do CX, DX, UX and EX mean in relation to service technology?
In the...
An X-obsession for change
Why should we all be 'X' obsessives?
Let’s level-set an emerging obsession that companies, enterprise solution vendors, consulting firms, C-level executives and many others have with...