Put the Customer or Client at the Heart of Your Decision-Making
Traditionally, engineers have created new products for tech firms, not end users. This old-school way of thinking must be ...
What is KCS Thinking and Why Does it Matter?
An overview of a method to encourage documentation of problem-solving to ensure continuity in IT service and support acros...
Performance is Not Enough
As part of our series profiling HDI’s Strategic Advisory Board, we ask five questions of Stephen Paskel, a senior ma...
Strategically Implementing a Shift-Left Service Plan
A discussion of why owning end-to-end service delivery is critical to your career. In part 1 of 2 in this series, we discu...
How to Get Started on Implementing Shift-Left Strategies
In part 2 of this series on continuous improvement through a shift-left focus, here is an overview of beginning steps for ...
How to Help Your Team Trust You as a Manager
Managers must do more than be straight shooters and do hard work to gain their team’s trust. What’s also neede...
Pay Attention to Customer Journeys Before Automating Support
Initiatives to integrate chatbots or voice recognition tools that do not take the customer’s experience into account...

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