Avoid Robotic IT Service and Meet the Underlying Needs of Your Customers
Bad service calls become the stuff of internet legend, and they should be avoided at all costs. Here's an argument f...
How to Recruit and Hire Non-IT People for IT Roles
Often, it requires more than raw IT skills to deliver great IT support for customers and clients. Here, we discuss how t...
Customer Journey Mapping Can Give Important Insight into Your Clients' Experiences
Do you know your clients' pain points? Have you walked a mile in their shoes? An analyst suggests that the process o...
Prepare and Energize Your Team to Deliver Exceptional Service in Uncertain Times
Recently, I signed up for the Covid vaccine through our Department of Health and Human Services. Like many of us, I work...
Are You an IT Flat Earther?
Best of HDI in 2020 - #8 Having led several global IT teams, I've flown around the world visiting offices from Tro...
How to Cultivate Inclusion That Benefits Your CX Journey
An inclusive customer experience can only be created when companies look inward to make sure the employee experience is ...
Don't Sleep on Customer Experience in Service and Support
Too often, the service and support industry has a take-it-or-leave-it attitude, and neglects to ask what the customer wa...

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