Axios Blog / User Experience

by Markos Symeonides, on 10-Sep-2020 15:45:00

A service desk chatbot feeds on data. The more data you feed it, the more it can do—increasing value for customers and reducing costs for IT. Seamless integration into your …

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Topics:ITSMUser ExperienceService CatalogService DeskITIL 4ChatbotOmnichannelROI

by Markos Symeonides, on 09-Sep-2020 15:15:00

Service Desk Chatbots are gaining traction in organizations that want the economies of scale that autonomous digital interaction can deliver. A successful chatbot implementation relies on the right approach. As …

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Topics:ITSMUser ExperienceService DeskITIL 4ChatbotOmnichannelROI

by Markos Symeonides, on 07-Sep-2020 14:00:00

Omnichannel ITSM and AITSM both rely on one common factor: A unified view of service management. If you want to boost operational efficiency with AI/analytics and transform the IT customer …

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Topics:ITSMUser ExperienceSelf-ServiceChatbotOmnichannelMultichannelCost

by Markos Symeonides, on 02-Sep-2020 16:17:03

If you start with the right approach and the right technology, it's easy to create an efficient and effective omnichannel service experience which boosts customer satisfaction and reduces costs. Part …

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Topics:User ExperienceSelf-ServiceChatbotOmnichannelMultichannelCost

by Markos Symeonides, on 31-Aug-2020 13:15:00

Find out how omnichannel ITSM can transform the customer experience, help your service desk get more done, AND slash operational costs—at the same time. Part of our Omnichannel ITSM series. 🕙 …

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Topics:User ExperienceSelf-ServiceChatbotOmnichannelMultichannelVelocityCost

by Stephen Brunsdon, on 28-Nov-2017 12:35:00

ITSM trends for 2017 are seemingly endless: CMDB, Software Asset Management (SAM), Service Catalog, automation, knowledge management, customer satisfaction, metrics and SIAM are all on the rise. But which of …

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Topics:ITSMSIAMTrendsCMDBUser Experience

by Stephen Brunsdon, on 25-Nov-2017 12:53:00

Understanding the needs of your customers is part and parcel of making an organization successful. Identifying what customers need and why they need it is key to delivering good IT service experience. But do …

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Topics:WhitepapersITSMUser Experience

by Stephen Brunsdon, on 20-Nov-2017 13:19:00

World-class customer experience is critical to any business. Meet the customers’ demands and you are likely to retain them. Fail to do so and you may lose them to competitors …

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Topics:WhitepapersPodcastUser Experience

by Stephen Brunsdon, on 19-Nov-2017 13:19:00

Summertime is here, but there is no sign of a vacation for the IT industry as it continues to develop and cultivate business success. Increased emphasis on customer experience and …

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Topics:ITAMTrendsUser ExperienceSelf-ServiceWhitepaper

by Stephen Brunsdon, on 18-Nov-2017 13:28:00

How equipped is your organization to reflect a knowledge-sharing culture in IT support? It is an intriguing question when considering when to adopt a peer-to-peer support strategy, and one that …

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Topics:User ExperienceWhitepaperKnowledge Management

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