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CX Principles Every Service Desk Should Leverage

Customer experience (CX) can be an intimidating subject! There are many aspects to consider, and sometimes it's challenging even to get started. In this session, Becky Roemen will demystify the fundamentals of CX and examine the impact of experiences on internal and external customers. We'll explore how to measure the value of CX initiatives and communicate their importance to senior leadership. You'll walk away with an action plan to transform the customer's journey through your support organization.
Recorded May 19 2020 31 mins
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Presented by
Becky Roemen, Avtex; Andrew Gilliam, HDI (moderator)
Presentation preview: CX Principles Every Service Desk Should Leverage

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HDI

  • The Service Level Management Practice in ITIL 4: Keeping It Green Jun 16 2020 5:00 pm UTC 60 mins
    Donna Knapp, The ITSM Academy; Liz Beavers, SolarWinds; Roy Atkinson, HDI (moderator)
    Customer expectations are continually rising, and that’s not likely to change anytime soon. At the same time, IT leaders are feeling the pressure to do more with fewer resources and smaller teams. Finding the right balance between cost, quality, and speed has never been more challenging, yet it’s one of the most important decisions we must make.

    The newly revised practice of service level management in ITIL 4 helps support centers and customers alike. Yet, according to HDI research, while three-quarters of organizations plan to or have adopted ITIL, only 41% have implemented service level management. This is an enormous missed opportunity to deliver quantifiable value to the businesses we serve!

    This webinar examines how effective service level management can help your team to set customer expectations, measure what matters, and quantify the value your support center brings to the business. You will learn about:

    * The improvements made to the service level management practice in ITIL 4
    * Collaborating effectively with customers and sponsors to establish business-based service targets
    * Avoiding the "watermelon effect" by managing service from the inside-out, ensuring that service level agreements reinforce desired business outcomes
    * Determining which metrics matter for your support center, and monitoring and improving service delivery continuously
  • Ask the Experts: What's Next for Service and Support Recorded: May 19 2020 60 mins
    Chris Chagnon, Worcester Polytechnic Institute; Ben Brennan, QSTAC; Evan Carlson, EasyVista; Andrew Gilliam, HDI
    Since the industry's inception, over 40 years ago, the future of IT service and support has been debated continuously. In all of those years, the futurists never predicted the events of 2020, and they couldn't have fathomed their far-reaching consequences. Only two things are for sure right now: more change is coming, and we don't know what the lasting effects will be. This panel discussion, featuring some of the industry's leading and emerging experts, will be an open forum where attendees can get answers to all of their burning service and support questions.

    • What role should IT support play in disaster preparedness and emergency management?
    • How will changing economic conditions affect IT support careers, and how can professionals stay ahead?
    • How will artificial intelligence, machine learning, and conversational technologies impact IT support, and will humans go extinct?
    • Will we recognize IT service and support by this time next year?
    • What lessons have we learned from the present crisis, and how can IT support be better prepared in the future?

    Led by HDI’s Andrew Gilliam and packed with valuable insights, this panel discussion will break down the near-term and lasting implications of the current crisis, and illuminate the important business benefits that service and support have now and will continue to have in the years to come.
  • Brave New World: The Future of Service and Support Recorded: May 19 2020 31 mins
    Jeff Rumburg, MetricNet; Roy Atkinson, HDI (moderator)
    Service and support organizations worldwide are moving aggressively towards new business models. ITIL 4, AI, and hiring practices that place a premium on business skills are radically altering the landscape of the industry. A bright future awaits those who are prescient enough to embrace these industry megatrends, while those who are slow to adapt will operate at a significant disadvantage for many years to come. In this presentation, Jeff Rumburg will present a vision of the service organization of the future, looking ahead to the tipping point that will radically reshape the support industry of the future.
  • Ask the Experts: The State of Customer and Employee Experience in Recovery Recorded: May 19 2020 59 mins
    Gina Montague, Infinite Campus; Doug Tedder, Tedder Consulting LLC; Brian Harris, Zendesk; Andrew Gilliam, HDI
    We had customer experience and employee engagement all planned out. Then, life happened, and plans were abruptly turned upside down. If you're left wondering what's next, you're not alone! This panel discussion, featuring some of the industry's leading experience experts, will be an open forum where attendees are encouraged to ask their pressing questions about customer and employee experience.

    • Will the basic principles of CX and EX apply in a modern world?
    • Are there unique challenges to keeping employees engaged right now?
    • How do you manage the employee experience of an increasingly distributed workforce?
    • How should leaders approach the impact of changing priorities on employees' professional aspirations and career development?
    • Has the focus of customer experience initiatives changed; what's on the horizon?
    • What impact do world events have on customers' psychological needs and expectations?
    • How do you set new customer expectations during times of uncertainty?

    Led by HDI's Andrew Gilliam and packed with invaluable takeaways, this panel discussion will undoubtedly help leaders to serve their employees well and adapt to ever-changing customer demands. Bring us your questions; we've got the answers!
  • ESM: Moving Past the Hype to Gain Real Traction Recorded: May 19 2020 31 mins
    David Cannon, Nfiniti3; Roy Atkinson, HDI (moderator)
    Enterprise service management: Some say it’s the “next big thing,” But getting there takes a bit more than a few good people and a great tool. What exactly does it take? In this session, David Cannon strips away the vague promises and wishful thinking, explaining what ESM is and how it can be used to grow your organization’s capabilities and competitive advantage. Learn why you must change the way you think about ITSM, how IT can facilitate business growth, and how to leverage three things you may not have thought were essential to ESM...but they are.
  • CX Principles Every Service Desk Should Leverage Recorded: May 19 2020 31 mins
    Becky Roemen, Avtex; Andrew Gilliam, HDI (moderator)
    Customer experience (CX) can be an intimidating subject! There are many aspects to consider, and sometimes it's challenging even to get started. In this session, Becky Roemen will demystify the fundamentals of CX and examine the impact of experiences on internal and external customers. We'll explore how to measure the value of CX initiatives and communicate their importance to senior leadership. You'll walk away with an action plan to transform the customer's journey through your support organization.
  • Ask the Experts: The Future of Service Management Recorded: May 19 2020 61 mins
    Julie Mohr, JulieLMohr.com; Valence Howden, Infotech Research Group; Liz Beavers, SolarWinds; Roy Atkinson, HDI
    Everyone has questions about service management, but they don't always know where to go to get answers. This panel discussion, featuring some of the industry's leading experts on service management, will be an open forum where attendees can get answers to all of their burning service management questions.

    • What is the forecast for service management over the next decade?
    • What new frameworks/methodologies are on the horizon?
    • How can service management affect the customer experience? Employee experience?
    • Why is service management important?

    Led by HDI’s Roy Atkinson and packed with valuable insights, this panel discussion will undoubtedly demonstrate the important business benefits that strategic service management can bring to any organization.
  • Future Forward: Executive Strategy in a New Complex World Recorded: Apr 21 2020 58 mins
    Patti Blackstaffe, Roy Atkinson (moderator)
    If your organization’s goal is to reduce friction so your customers can experience your products and services in new and exciting ways, you’re going to need to rethink how and why you’re doing what you’ve always done. More and more people are gaining access to new ways of connecting, taking matters into their own hands, and solving problems with a single click. They want responsive, immediate, and empathetic solutions to their problems.

    “How we have always done things” may be the biggest catalyst for industry extinction. Join us to learn more about how you can start thinking “Future Forward” – setting your approach, building your resiliency system, and identifying processes to stop or improve – as you get ready for a complex, unpredictable future.

    Attendees will learn:
    •A strategic approach for transformation
    •A systematic approach to your lessons learned
    •Evaluating what needs to change
  • IT Excellence in the Age of Digital Transformation Recorded: Mar 17 2020 58 mins
    Mike Spires (Hackett Group); Roy Atkinson (HDI); Andrew Gilliam (moderator)
    In a recent poll of senior IT leaders by HDI, 60% of respondents said their top priority is business transformation, and 64% said they are investing in solutions to support business transformation. Digital Transformation touches every aspect of business and depends upon technology that is stable and secure. IT excellence is critical to transformation.

    Based on research from HDI and Hackett, this webinar will consist of a panel discussion moderated by HDI Associate Analyst Andrew Gilliam, and featuring the insights of Mike Spires from The Hackett Group and Roy Atkinson, Group Principal Analyst, HDI. The discussion will include:
    • What do we mean by Digital Transformation?
    • What are the priorities the enterprise is focusing on in 2020?
    • What are some elements of IT excellence, and how can they be achieved?
    • What are key technology investments and implementations that fuel transformation?
    • What are key priorities for IT development?

    Attend this important look at the linkage of IT and business transformation to learn how you organization can benefit from focused priorities and sound investment.
  • 5 Reasons Why Remote Support and Access Management Are Critical Recorded: Feb 11 2020 57 mins
    Josh Streets (Scoreboard Group); Bryan Hood (BeyondTrust); Roy Atkinson (moderator)
    The modern organization needs to provide a reliable, secure way for customers, vendors, and remote employees to both access the resources they need to do their work, and to receive support where they are, when they need it. HDI’s annual research shows that Remote Control is the number 3 “must-have” for the support center. The research also shows that 39% of support tickets come from external customers and end-users.

    In this webinar, you will learn why it is important to:
    • Provide a mobile workforce with access and support
    • Grant external third parties such as vendors and auditors access to the specific resources they need—and only those resources
    • Provide full support to end users on multiple types of devices
    • Ensure the security of your organization’s data
    • Minimize risk from unnecessary privileged accounts
  • Foresight Is 2020: Trends in Technical Support and Service Management Recorded: Jan 21 2020 61 mins
    Roy Atkinson (HDI)
    The 2010s were a decade of rapid-fire evolution in IT, technical support, and service management: from mobile devices to remote support, knowledge management to enterprise service management and ITIL4, countless technologies, processes, frameworks, and methodologies emerged to change the way IT gets done. It was an exciting, sometimes exhausting, decade…but what do the 2020s have in store for technical support and service management?

    Based on HDI’s industry-leading research and insights gained from our community, this webinar will highlight the trends we see on the horizon for technical support and service management as we roar into the 2020s:
    • What’s happening with staffing and training?
    • Which technologies are on the rise? Why?
    • What shifts are taking place with regard to frameworks and methodologies (ITIL4, Agile, etc.)?
    • What big initiatives should you be paying attention to?
  • Knowledge Management, Enterprise Service Management, and the Customer Journey Recorded: Dec 10 2019 61 mins
    Roy Atkinson (HDI), Hannah Price (TOPdesk)
    In 2019 research, HDI found that many lines of business are both creators and consumers of knowledge. Outside of IT and support, high percentages of HR, Facilities, Customer Service, Sales, Marketing, and Training units are all working with—and contributing to—the organization’s knowledge. In 2018, HDI found that 32% of organizations were planning to adopt the principles and practices of service management in lines of business other than IT, in addition to the 27% who said they have already done so.

    Why are so many organizations adopting enterprise service management (ESM)? HDI research found that 77% of organizations identified improving the customer experience as an influence for adopting this approach.

    This webinar will explore:
    - Why knowledge management should be at the heart of ESM
    - How service management principles and practices affect the customer experience
    - How the ESM journey and the customer journey are related

    By registering for this webcast event, you acknowledge that your contact details may be shared with sponsor of this webinar, TOPdesk and HDI for marketing and research purposes. To update your marketing preferences at any time, please see our privacy policy (https://informa.com/privacy-policy/)
  • 4 Building Blocks for Modernizing the Service Desk Recorded: Nov 19 2019 61 mins
    Roy Atkinson (HDI), John Prestridge (EasyVista)
    For years, service desks and support centers have been optimizing the way they work. By doing so, they’ve been able to keep up with increasing demand for services, but not able to leap ahead. Now there is the promise of emerging, enhanced technologies to assist users and augment the efforts of the service desk to drive a significant ROI for the organization. With the right tools in place, the service desk can provide customers and employees with the rapid and personalized service they have come to expect as consumers, elevate the user experience, and reduce the time people spend trying to get answers or resolve issues.

    This webinar will explain and explore the 4 pillars required to build the modern service desk:

    1. Knowledge Management – Provide better user-facing, logic-based knowledge to make it easier for employees and customers to find the answers they need through effective self-help

    2. Omnichannel Self-Service – Deliver users the knowledge they need, when and where they need it

    3. Intelligent Automation – Leverage automation that works for you and drives process efficiencies

    4. AI Augmentation – Leverage AI to enhance the digital experience for IT staff, employees, and customers to increase productivity.
  • Enterprise Service Management, AI, and Emerging Technologies Recorded: Oct 22 2019 60 mins
    Roy Atkinson (HDI); Michael Pott (Micro Focus)
    Is enterprise service management (ESM) merely a hype term, or are organizations actually doing it? What are the business drivers for expanding service management out of IT and across the organization? Which lines of business are adopting service management? What advantages does artificial intelligence (AI) bring to the table?

    In this webinar, we’ll discuss:

    - The current state of ESM – is it expanding?
    - What are the influences on the adoption of ESM?
    - What is the role of AI in the adoption and expansion of ESM?

    This webinar will help you understand the advantages of ESM and the increasing role of emerging technologies to enable it.
  • The Future of ITSM in Education, Public Sector and Healthcare Recorded: Sep 17 2019 61 mins
    Roy Atkinson (HDI); Andrew Graf (TeamDynamix)
    Massive tech shifts are taking place in education, public services and healthcare. Billions of dollars are being spent on smart cities initiatives, learning environments, virtual programs, and healthcare settings. As a consequence, IT leaders are looking for new ways to address the challenges that come with supporting this new technology. From service desks to change management to project oversight, IT teams are taking on more and more responsibilities, often without increased staffing.

    One way institutions, agencies, and organizations have been able to keep up is through effective and wide adoption of IT service management processes. This approach alone isn’t enough, however.

    Making useful self-help available to end users is an effective approach to providing fast, reliable assistance without overtaxing service desks. The self-help system must be backed by proven knowledge management practices and user-friendly technology.

    In this webinar, we’ll discuss:
    - IT service management process/practice adoption
    - Self-service/self-help
    - Knowledge management
    - A “One Platform” approach to simplify work

    This webinar will help you form your strategies and set your goals for the increasing importance of—and demands on—IT service and support.
  • IT Change Management in a High-Speed World Recorded: Aug 22 2019 60 mins
    Greg Sanker, Roy Atkinson (Moderator)
    Organizations are increasingly caught between competing goals: They must meet compliance and cybersecurity requirements and produce stable technology environments while simultaneously allowing for high-velocity changes. How can these competing goals be managed?

    In the webinar, Greg Sanker, author of IT Change Management: A Practitioner’s Guide will shed light on how these goals can be reconciled using accepted frameworks and proven methods, including:
    •The changing role of the Change Advisory Board (CAB)
    •Enabling change rather than inhibiting change
    •Using the “blast radius” model to determine risk
  • Transformative Training: Producing Ongoing Results Recorded: Jul 23 2019 60 mins
    Fancy Mills, Director of Training and Content, HDI/ICMI
    Transformative training contains key components that are critical the learning process, and the learning process is critical to shaping attitudes and behaviors in the support organization.

    In this webinar, we’ll discuss four key components of transformative training that will help your organization deliver the right messages to new hires as well as develop your existing staff.

    We will also share HDI’s latest data on:
    •The training topics organizations are delivering
    •The methods used to deliver training
    •The amount of training received at various levels
    •The time to proficiency for new hires

    You will learn how training integrates with the actions of the job itself, making learning an ongoing process.

    Who Should Attend:
    •Support center/service desk leaders who need information about how transformative training is an ongoing process that delivers

    Speakers:
    Fancy Mills, Director of Training and Content, HDI / ICMI

    Moderator:
    Roy Atkinson, Sr. Writer/Analyst | HDI
  • The State of the Industry: A Mid-Year Research Roundup Recorded: Jun 18 2019 61 mins
    Roy Atkinson, Sr. Writer/Analyst
    HDI conducts extensive research throughout the year. In this webinar, we will review our 2019 research to date, examine what it means for the industry, and suggest areas that leaders should be paying attention to, including possible courses of action. We will review the latest findings on:

    •Knowledge management, including self-help/self-service
    •Staffing and compensation findings, including industry health indicators
    •Emerging technologies
    •Consequences for metrics

    Who Should Attend:

    •Service desk/support center directors, managers, supervisors, and team leads interested in understanding why knowledge management and emerging technologies are the key to the future
    •Support center/service desk leaders who need information about the current state of the industry
  • Integrating Knowledge Management and Virtual Agents for Self-Service Success Recorded: May 21 2019 59 mins
    Chris Chagnon (Worcester Polytechnic Institute); John Prestridge (EasyVista); Megan Selva (Moderator)
    Knowledge management is more critical than ever. Advanced technologies, such as virtual agents, chatbots, and AI, require that organizations have knowledge organized and accessible to the “smart machines.” One of the goals of knowledge management is to provide self-help for customers and end users. Organizations want to provide this kind of assistance, for reasons including ongoing cost savings and reducing contact demand on the service desk, but many have been met with mixed results, especially in terms of adoption.

    What if, regardless of where users are—in a collaboration tool, on an intranet site, or elsewhere—knowledge was readily available and provided guided help through virtual agents, chatbots and other advanced technologies? The whole experience of accessing and consuming knowledge would be different, empowering people to get on about their work seamlessly.

    In this webinar, we’ll discuss 3 steps you need to consider to successfully integrate advanced technologies and knowledge management to raise the level of self-help support in your organization:

    1. Adopt foundational AI capabilities focused on improving context and relevancy
    2. Deliver knowledge experiences rather than knowledge articles
    3. Make self-service available from collaboration platforms, websites, self-service portals, and more.

    This webinar will help you form your strategies and set your goals for the acquisition and use of emerging technologies.
  • Supporting Distance Learners Through Remote Support: The SNHU Story Recorded: Apr 23 2019 59 mins
    Michael O’Leary (Southern New Hampshire University), Roy Atkinson (HDI)
    More and more students are taking advantage of online college resources, often in the form of distance learning programs. In fact, a 2018 study by the Babson Survey Research Group found that distance program enrollments have increased for 14 consecutive years. The total distance learning population is now well over 6 million students, and those students depend on robust, reliable technologies, tools, and support to enable their education.

    In this interview with Michael O'Leary, Client Services Manager at Southern New Hampshire University, learn how SNHU, which offers over 200 career-focused online college degree programs, enables student success through remote support. This webinar will feature valuable takeaways for leaders in higher education, but also for any leader in any industry that supports distributed users/customers or remote workers.

    Who Should Attend?

    Service desk/support center directors, managers, supervisors, and team leads looking for better ways to support the ever-increasing numbers of remote faculty, students, customers, or employees.
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  • Title: CX Principles Every Service Desk Should Leverage
  • Live at: May 19 2020 5:15 pm
  • Presented by: Becky Roemen, Avtex; Andrew Gilliam, HDI (moderator)
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