CX-hdr-2018

5 Cloud Takeaways That Are Changing The World Of ITSM

IT Service Management (ITSM) is set for an interesting journey as it moves into the cloud and evolves to support a mobile workforce. Help desks will have to adapt as end users’ expectations of ITSM solutions start to mirror those of consumer applications. 

Topics: CX Articles & Insights cloud cyber security social media

Social Media's Transition Into a CX Channel

It's about them, not you

Just over a decade ago, businesses made their first forays into the world of social media. After initially ignoring social media as perhaps a fad, brands gradually started to use it as a marketing channel to sell their products or services.

Yet even though social is maturing as a channel, many brands still approach it rather awkwardly, a sentiment echoed by our own Steve Nuttall in a recent interview he gave to InTheBlack.

Topics: Customer experience contact centre CX Articles & Insights social media

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