The customer experiences you create is one of the most significant differentiators you have at your disposal as a modern brand. From the technology you leverage to the tone of voice you use, there is a wide range of opportunities out there for improving the way you engage, interact with and delight your customers.
Ilkka Puikkonen | 02.04.2019
Juha Berghäll | 19.02.2019
People, technology and process. These are the things that consistently need our attention in order to keep our businesses modern, innovative and responsive to customer needs. When we look at these things from a holistic point of view, there are certain processes which enable success and unlock new value in different areas… and some of these areas are more important than others depending on the trends and changes going on in the marketplace.
Ilkka Puikkonen | 24.01.2019
Service Integration case study
“We run a service desk tool, which my team and I use to generate tickets every day. We probably log about 100 support calls a day, but only about 20 of those of are things we can fix ourselves. The other 80 go off to third parties who either just take over the whole ticket from us till resolution, or we act as a middleman, going back and forth between our customer and the supplier. Either way, a majority of tickets end up as multiple support calls across different suppliers and...
Ilkka Puikkonen | 22.01.2019
Mailchimp is one of the most easily integrated marketing platforms on the market place, it’s simple to use API wizards and quick to setup pre-built integrations make a go-to-choice for marketing teams with a broad spectrum of tools. However, the possibilities of Mailchimp go way beyond just well-integrated email marketing.
Tiina Eronen | 28.09.2015
In 23 years working for the UK government, Ivor Macfarlane moved from forestry to ITSM via prisons, warehousing and training. In 1999 he became an ITSM consultant and trainer. He was an author for ITIL (versions 1, 2 & 3), ISO20000 and ITSM library and an ITIL examiner since 1991. An active contributor to social media and blogs, he is well known at ITSM events and has presented around the world (40 countries so far and on every continent except Antarctica).
Who is your customer?
We are told to become ‘customer...