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...
A road trip to SIAM — start your engines…
In the second of her articles on the journey to service integration implementation, Michelle Major-Goldsmith explains the importance of planning your route with care.
“A...
The importance of training in CRM success
Having a training plan or system in place can make all the difference to whether or not CRM system adoption succeeds. This article looks...
How safe is your data in the cloud?
If you are wrestling with the idea of moving your customer and application data to the cloud, there are several fundamental things to consider.
Who...
IT alignment is not the solution you’re looking for
Much has been said about the importance of IT alignment with the modern business. But what, if anything, does this achieve?
It has been a...
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...
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...
The role of ITSM in the big IT security debate
Recent events such as WannaCry and other hacking threats have caused budget holders to refocus on network and end-point IT security – but they...
iOS Business Chat – Apple enters the live service market
The iOS 11 update from Apple, will offer businesses the ability to provide live service functionality via iMessage, Maps, Safari and Spotlight searches. Here...
Latest articles
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...
SIAM: Rewiring Service Provision
Andrew Smith explains how businesses can provide a service strategy that delivers for every employee, every customer and beyond.
Digital transformation and its skills gap,...
How field service management is being changed by IoT
As more companies move to a predictive model of equipment maintenance, they are looking for ways to use connected devices to improve field service....