In today’s fast-paced IT environments, delivering efficient, reliable, and seamless IT services is crucial for maintaining business continuity. For IT Service Management (ITSM) teams, utilizing customer journey mapping tools can significantly enhance performance, reduce service disruptions, and drive continuous improvement. While journey mapping is often associated with marketing to visualize a buyer’s path, these tools can be equally powerful in optimizing ITSM processes for daily operations.

Remember the days when contacting customer support meant navigating a phone tree, waiting on hold for an eternity, and then explaining your issue to multiple agents? Thankfully, those days are fading fast. Artificial intelligence (AI) is transforming the customer support landscape, making it faster, more efficient, and more personalized than ever before.

Effective employee communication is vital to increase productivity, improve employee service, and ensure security—especially in a hybrid world. Read our blog to learn how to enhance it.

These 63 employee engagement ideas can help you boost morale, retention, and productivity. Start improving engagement today with our guide.

Learn how to use artificial intelligence to gather, analyse, and understand customer feedback, which can lead to a more effective customer experience.

AI in HR is helping make employee service more efficient and personalised throughout the entire employee lifecycle. Discover more in this full guide.

By Lisa Kant, Senior Vice President, Product and Solutions Marketing.

In the fast-evolving world of Software as a Service (SaaS), customer retention is paramount. Users demand swift solutions and consistent service across various touchpoints. A multi-channel support strategy, which offers assistance via platforms like chat, email, social media, and more, significantly enhances customer satisfaction. Let’s explore the importance of multi-channel support, its numerous benefits, and the best practices for maintaining consistency across channels.

Is your team losing productivity due to persistent IT issues? A robust IT Service Desk can be the key to streamlining tech support and ensuring smoother operations. In this post, we’ll break down the essential role of the IT Service Desk, why it matters for your business, and how adopting the right tools and practices can transform your IT service management.

Discover actionable steps and practical tips to improve your customer feedback analysis. Use our free template to make the process easier.