Monday, September 27, 2021
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Your customer is unhappy and your staff are frustrated

How conversational intelligence can help everyone to have a more positive experience It could be something small, an issue that has been left to develop...
ServiceMuse - People of our time

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...

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...
CRM 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...
Can AI and chatbots help us to be more human?

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...
ITSM - service delivery

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...
Service technology convergence

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...

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...
ServiceMuse - Is your digital nervous system fully fit

Is your digital nervous system efficient, effective and fully fit?

Andrew White tackles the obstacles along an automated digital assault course. I don’t know who I feel more sorry for, the customer or the supplier....