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The Light of Experience
As CIOs, we have a general sense of how people feel about IT. Some of this knowledge comes from formal measures like CSAT but we’re also plugged into anecdotal feedback when considering user experience. While it’s useful to know that…
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The CIO Dilemma: Experience Counts
We’re all familiar with The CIO Dilemma: ensuing zero IT problems day-to-day, while delivering the transformational change the business’s digital ambitions demand – simultaneously, with the same resources. The CIO Dilemma has been with us for at least a decade,…
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Dealing with uncertainty: the importance of human experience
As a managed services provider, we know all too well that outsourcing is traditionally seen as a cost-cutting exercise. It’s a view that’s changing fast as companies seek partnerships to improve their access to talent, increase agility, and optimise the…
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End-User Support: How to Tackle the Bad Egg
Do you have a bad egg in your service desk team? Negativity is contagious. Having one team member consistently under-perform can have disastrous effects on everyone’s performance. In recent COVID times with Service Desk teams working remotely and often in…
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Staying Connected as Leaders
We could all be forgiven for looking back on the past year and saying, ‘this isn’t what I signed up for’. As IT leaders, we’ve faced the unique situation of going, almost literally overnight, from operating as single locations with…
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Customer Experience Must be the Top Priority for IT Teams
Technology leaders and their teams are usually more tangentially associated with delivering great customer experience (CX). Contributing, yes, but not necessarily taking a central role in driving the customer experience. The assumption is that marketing teams, led by the chief…
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