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...
How Conversational Intelligence plays a pivotal role in your digital transformation strategy
Every organisation is at a different maturity stage in their digital transformation strategy but, one thing is for sure, even some of the most-mature...
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...
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....
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...
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...
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...
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...
Speech intelligence for the masses
Why customisation and quality no longer break the bank
I like cars and I am certainly not the only one. In this complex world of...