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
Janne Kärkkäinen | 12.02.2019
Many IT and business leaders have taken it upon themselves to integrate these tools, often with little success and fragile results. This is because handmade, internally coded and API-driven integrations are not robust enough for modern business use.
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...
Juha Berghäll | 15.01.2019
Most businesses think they are doing alright when it comes to software integration. Yeah sure, they are a bit rough around the edges, but who’s integrations aren’t right? Wrong!
Ilkka Puikkonen | 08.01.2019
Salesforce is a huge application with loads of interesting features. In our experience, most businesses using Salesforce (or any other major enterprise application for that matter) tend to only use about 20% of the available features.
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...