I like to believe that there are always (or mostly) good intentions behind just about everything. For businesses they are trying to chase after the better, faster, cheaper while making money for their stakeholdrs. But we do have to stop and ask, who it the "better" for? When it comes to the customer experience and support, who defines what better is?

To excel in today's market, businesses need to prioritize providing exceptional customer experiences. Key measurements such as NPS, CSAT, and CES provide valuable insights into customer satisfaction, advocacy, and effort. By mapping the customer journey, personalizing experiences, and ensuring seamless omni-channel interactions, organizations can enhance customer experience.

Recently I began implementing a strategy to bring AI to my healthcare organization. The reason was simple; to find ways to improve the customer experience while reducing the burden on the IT teams that deliver the service. The approach I took was to deliver the most straightforward and shortest solution that gets technology out of the way of the clinical provider, enabling them to be better at their jobs.

Ever wonder where the rubber meets the road for your service? Sure it's all about having a great product or service, and ensuring that you have an outstanding customer experience. But when things go wrong, and customer expectations aren't met, where do your customers go? To the Service Desk. Whether in house, or outsourced...live or virtual, that's where each and every contact is a "moment of truth." Will it be a hero moment or a zero moment?

A recent incident with failed communication made it clear to me that it's something we struggle more often than we care to admit. Thinking about all the key ingredients we have to get right, from the content, to the clarity and care we take, to understanding the culture of our customers, to finally knowing the criticality of delivery....it made sense. Here are some reminders of the 5 C's to look out for.

So many people have gotten into positions where they've settled into rather routine work and oftentimes mundane tasks on a rather regular basis. Why is this ok? Why aren't we working harder to "automate the mundane and elevate the humane?" Here's another perspective on why we should make it a priority to use AI for that purpose.

Been thinking about the long journey with problem management, and the key elements necessary to be successful in this space, regardless of what industry/vertical you're in. Sharing a little on the journey and the many key lessons I've learned along the way. Feel free to comment- would love to hear thoughts on this subject!

It’s 2022. And we still haven’t solved the age-old issue of passwords. Sure we’ve introduced biometrics, ….but, they still exist in the background. The day you decide to get up and groggily try to unlock your iphone with your beanie on so you can go for that morning walk and it doesn’t recognize you, you’re screwed! And then you’re off to a bad day…

For what seems like years we’ve heard and drilled into our teams “Customer Service”, “The Customer comes first”, “Do what’s right”, and lately…. remember the “Customer Experience.” That’s all good and well, but did we really need a Pandemic to shine a light on what matters even before our customers? Our Employees.

Nowadays a broad search on ITSM on the internet will yield this definition, “IT service management is the craft of implementing, managing, and delivering IT services to meet the needs of an organization. It ensures that the appropriate mix of people, processes, and technology are in place to provide value. In other words: ITSM is the art of making a business run.” My favorite piece of this is the “Art of making a business run.” So, what about IT service management is really exclusive to IT, I ask? A lot, in fact, everything…

Celebrated the grand opening of the SCC- Service Command Center on August 17, 2017. So refreshing to see a company take pride in its facilities and services the way we do! This newly renovated space is the home of the Service Desk, core Service Leadership team, the “Situation Room” and serves as the heartbeat of IT…

Many IT organizations are founded on the principle that their services are critical the other overall operation of their organization, but don’t generally think through their customer experience. I’ve learned that over-valuing the service without considering the role customer service plays in the mix is a major oversight. And here’s why it’s so sorely needed…

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It all begins with an idea.