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Your CRM Isn’t a Silver Bullet WEBINAR
With an affinity for smartphones and messaging apps, consumers are changing the way they engage with businesses. Customers are more demanding, highly informed, and communicate with brands on a variety of platforms. As this behavior drives to an increasingly digital experience, businesses are struggling to keep pace. Businesses have looked to their CRM platforms to…
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Navigating the Road to Customer Satisfaction: Combining CEM and ITSM
Customer Experience Management is a strategic focus on managing all interactions with a customer across the entire experience with a product or service. Organizations need to engineer a customer experience that creates a vision of what they want to provide, distinguishes services from the competition, and creates loyal customer advocates that tell others how great…
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HDI 2016 Conference & Expo: Customer Service and ITSM
Customer satisfaction is pivotal to the success of service desks in every organization. How do you achieve exceptional customer service? Hear from some of the speakers and influencers at HDI 2016 Conference & Expo. I had the honor of speaking with Inc. Radio at the recent HDI conference concerning customer service and IT service management.…
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HDI 2016 Conference & Expo: Enterprise Service Management
Service management isn’t just for IT anymore. Departments outside of IT are understanding the benefits and incorporating the process of service management, and IT is taking the lead. Hear from some of the speakers and influencers at HDI 2016 Conference & Expo. I had the honor of speaking with Inc. Radio at the recent HDI…
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Key West Dream Vacation – But Not with Avis
It was my dream vacation. I love warm weather. I love the sun. I love beaches. And I love Jeeps – in particular, my Jeep Wrangler. I grew up in Toledo, Ohio near the Jeep factory. My father worked at Chevrolet. I was rebellious – you get the picture. I have only ever owned Jeeps.…
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HDI 2016 Conference & Expo: ITSM Growth
Technology is ever-changing. How has IT service management grown from the basics of hardware and software to strategic leaders? Hear from some of the speakers and influencers at HDI 2016 Conference & Expo about ITSM Growth. I had the honor of speaking with Inc. Radio at the recent HDI conference concerning customer experience management and…
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All Things ITSM Interview – ITSM and the Customer Experience
At Fusion 2015 in New Orleans, All Thing ITSM interviewed me about ITSM and the Customer Experience. Questions posed: What experiences have you had in translating IT’s efforts into significance for the business? Do you see IT departments determining value in splendid isolation of the business or do they engage their business partners? What role does customer experience…
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Customer Experience Management and the Cloud WEBINAR
At the HDI 2015 Conference and Expo in Las Vegas, I discussed CEM and the cloud and managing the risks and challenges of moving into the cloud. The topic is a bit of departure from my traditional areas of specialty. However, organizations need to understand how moving to the cloud impacts the complete view of…
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Create a Simple, Yet Meaningful Marketing Message
When designing a new customer experience, you need first to build a successful platform. Building a platform starts with developing a meaningful marketing message. Not a lengthy vision statement that establishes a common goal for the organization, but a message that simply and cleanly tells your customers about your service. Building A Platform Great platforms…
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The Road to Customer Satisfaction WEBINAR
This webinar helps organizations to view the customer experience from an ITIL service management perspective. Each of the stages of the ITIL lifecycle is highlighted detailing the customer experience aspects that are required for each stage. This holistic approach will ensure that customer satisfaction is a focus and a priority for IT. Topic Overview The…