Omnichannel: How to Use it To Deliver Outstanding Customer Experience

Written by Daniel Breston After forty years in IT, I learned I had caused anxiety and distress after a candid discussion with a service desk analyst. I was the CIO, depicted as someone who did not know the truth about what was happening or the impact of my dictates.   I confess that he was

We live in a hyper-changing world! Just think about it, we went from the work in the office, formal meetings and the traditional 9-5 working hours to more flexible and agile working, hybrid working, and empowered teams. It almost feels like we have fast-forwarded the world of work for a few years. With so many

One of the top challenges of managing a service support team isn’t just making sure you’re doing everything you’re supposed to be doing — but doing it correctly. Anyone working with any IT service management tool, ideally, is always looking for better ways to improve processes or meet or exceed service targets or SLAs. And

There’s a lot of talk about ‘customer experience’ these days, especially in the IT and support world. But do we know what truly makes for a good experience? Is it about the solution, speed, design, convenience or simply a human touch? What Are Micro-Experiences?  You have probably had a few micro-experiences this week, from hearing

You can now explore what’s on at SITS – The Service Desk & IT Support Show from 11-12 May 2022. Three seminar theatres will be covering everything from ITIL to CMDBs, with sessions from big names in the industry including our Chief Value & Innovation Officer (CVIO), David Wright. Gain insight and practical advice One

As the global slowdown is thrust upon us, we now have a fantastic opportunity to shine through adversity – to be adaptable, fast and flexible, to start planing for the next better set of opportunities. It’s in these uncertain times that now more than ever, SDI want to support our brilliant ITSM community to stay