What is the future service desk agent? Instead of fearing the future, it's time to redefine the role. AI is disrupting almost every part of IT and the service desk is no exception. In fact, service desk agents may be
Read MoreThis article was inspired by Mel Kerner, whose insightful comments on a recent LinkedIn post of mine started my wheels turning about the heart of service delivery. Measuring and demonstrating the business value of IT is one of the biggest
Read MoreRecently, I’ve been sharing about customer expectations and while understanding those expectations is important, you also have to have a plan for how to meet those expectations. I am referring to the customer experience, of course. The customer experience includes
Read MoreI know the technology wishlists of many CEOs. They want newer technology, faster technology and the shiniest, most fully-featured tools. While technology is not a bad thing to have on any wishlist, it shouldn’t be at the top of it
Read More
