5 ways to enable your service teams to provide amazing customer experiences

Ilkka Puikkonen | 02.04.2019
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Blog, customerexperience, customer management, customer service, customer experience, integrated customer relationship management

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.

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Easy to use Salesforce features that create better customer experience

Ilkka Puikkonen | 08.01.2019
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Blog, salesforce, servicenow, jira, customerexperience, customer management, crm, crm integrations, salesforce customer service, customer service, freshdesk, topdesk, zendesk

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.

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Why integrating HubSpot into your other sales&marketing apps is a smart move?

Ilkka Puikkonen | 27.12.2018
Marketing Concept. Marketing Word on Blue Computer Button.
Blog, integration, customerexperience, sales, marketing, customer management, hubspot, zoom, mailchimp, hootsuite, wordpress, slack

During the SaaS revolution, people were buying, swapping and bouncing around tools constantly. Mostly because they could, and because the market was growing so quickly. But almost a decade on there are some incumbents in the market that really own the way digital marketing is done and HubSpot is certainly one of them. But the market is still growing and the amount of specialist tools becoming available to us is both brilliant and vast!

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Why the way we integrate Salesforce to other apps is changing?

Ilkka Puikkonen | 11.12.2018
Happy businesswoman showing thumb up over gray background. Wearing in blue shirt and glasses. Looking at camera
Blog, salesforce, customerexperience, sales, marketing

How do you integrate Salesforce to LinkedInOutlook, Gmail, HubSpot, SAP, WordPress…? The list goes on. Sales, marketing and customer service applications are populating workplaces at a faster rate than ever before. From the traditional stuff like email and customer databases, to more modern software such as conversational marketing and campaign automation platforms, our business toolbox has never looked so full. At the heart of most of these families of software is your CRM and for many businesses, the tool...

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Can you really integrate ServiceNow, Salesforce and Jira?

Ilkka Puikkonen | 04.12.2018
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Blog, ITSM, service improvement, service desk, service management, salesforce, servicenow, jira, customerexperience

Yes. Of course you can!

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5 ITSM Trends to lookout for in 2019

Toby Moore | 27.11.2018
Zumba Fitness card with bokeh background
Blog, integration, ITSM, customerexperience, ITIL, integrationhub

I must be getting older, as the years just seem to get shorter! But here I am, once again reflecting on a year of fascinating developments in the marketplace, making my speculations on what is next to come. ITIL 4™ (not sure where the Trademark goes yet!) is a big one on the horizon, which depending on which camp you’re in could change the game, or float on by without notice! But, there are also some big tech and consumer type trends, which I don’t believe we can afford to ignore. So here it is, my top five for...

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The customer centric conundrum

Tiina Eronen | 28.09.2015
Blog, customerexperience, customer management, customer service, customer experience, integrated customer relationship management

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...

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