Why Premium Service Improves Customer Experience For All
There is an impulse to deliver exceptional service to all, and the prospect of offering premium service seems to run […]
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Service Quality
Performance is Not Enough
As part of our series profiling HDI’s Strategic Advisory Board, we ask five questions of Stephen Paskel, a senior manager
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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
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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
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Use Tech to Improve the Authentication Process
Authentication is necessary, but it shouldn’t come at the cost of the customer experience, and too often customers rebel at
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How to Plan What to Automate in Your Service and Security Processes
Automation is only a benefit when it is implemented correctly and for the right reasons. If done poorly, it can
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How to Avoid the Leading Cloud Migration Mistakes
Moving operations into the cloud doesn’t have to be a floating nightmare, but it isn’t a cure-all for organizational shortcomings,
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The Importance of Strategy in Service and Support Improvement
Strategic thinking is not only a requirement for achieving senior level positions, but also a required skill in creating your
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Some Thoughts on Leadership in Service and Support
Excellence happens when service leaders have an aligned service strategy, a strong operational structure, and choose to purposefully support best
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Cloud Security: What to Consider
Securing a cloud environment is much more difficult than securing a traditional computer network, as it offers so many more
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