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...
Delivering a Personalized Experience in IT Service by Defining the Customer Journey
Here are instructions for how best to envision the journey of your internal or external clients from the submission of a...
Fueling Innovation: Augmenting A New Era of IT Service Management
Our customers changed where and how they work. Their needs and expectations have transformed along with their environmen...
Applying UX Principles for Developing the Talent Pipeline
Data centers have a huge problem - an aging population. Leaders need to find innovative ways to make these fields more a...
7 Ways Technical Support Agents Can Make Their Customers Feel Important
Customers, either internal or external, are people first. Treat them as such and you will stand a better chance of providi...

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