Is your CRM circus full of uncooperative elephants?
CRM and marketing automation mean that teams are more connected than ever before, but many systems are still plagued by lack of user adoption.
Gone...
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...
Politics and the battle to keep things business as usual
Could your organisation use CRM technology to steer a smooth course through a changing political landscape?
We are quarter of the way through 2017 and it...
Practical SIAM: A straightforward guide
Simon Dorst and Michelle Major-Goldsmith, lead architects of the recently launched SIAM Professional Body of Knowledge, offer an overview of SIAM and what you...
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 there a SIAM-sized hole in your ITSM?
Providing high-quality IT services to the business is not an easy task.
In today’s world, where services are delivered by many different providers rather than...
Olé to OLA – the art of managing ITSM and SIAM
Flamenco may not, on first glance, have much in common with Operational Level Agreements in SIAM. But being able to successfully manage and improve...
3 key steps to digital transformation with CRM
When it comes to evolution, you don't want your business to be left behind.
Digital transformation is already disrupting most industries and companies. Those who...
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...
Automation will not silence the human voice…
…but it can help agents to connect with customers in a more effective and efficient way.
2020 has been tough. The Coronavirus pandemic has completely...