Tags » Consumerization

Moving Towards Consumable Energy: From Power Plants to Solar Panels

by Sharon Ha

In a Greentech Media article, Bennett Cohen predicts a revolutionary shift towards the consumerization of energy, in which the customer will purchase a variety of energy options as opposed to buying from a centralized power plant. 359 more words

Energy Efficiency

Marketing Technology Evolving Landscape

When you talk about Digital, you normally think of the front-office MarTech (marketing technology) – advertising, marketing, sales, commerce, service.  This is where most companies are investing as they race to deal with new customer experiences, better customer engagement, promotion effectiveness and more efficient commerce transactions. 165 more words

Digital Strategy

14 Benefits of Enterprise Service Management

This is blog two of a four-part enterprise service management blog series. The first blog – The Perfect Storm Driving Enterprise Service Management – can be read… 860 more words

IT Service Management

Service Desk Scripts: When Great Customer Support Turns Bad

This blog is about a personal customer support experience with a very successful online retailer and what IT support organizations can learn from it. But don’t get me wrong, I love this retailer and I’ll often pay a little bit more to buy an item from them for the convenience, in particular the “1-Click” feature, and the comfort of knowing that the post-sales support and customer service will be great. 1,281 more words

IT Service Management

Managing Customer Expectations – Part Two

In my previous blog post, I talked about the impact of consumerization on customer expectations and looked a little closer into the varied expectations your customers may have from your service desk. 803 more words

IT Service Management

Managing Customer Expectations – Part One

There’s no doubt that service desk agents have a tough job – people only ever want to speak with them when they’ve an issue or if they want something. 664 more words

IT Service Management

Technical Support is now Technical Customer Support

I’ve said it many times before and I’m sure that I’ll say it for many years to come:

IT support isn’t really about supporting the IT, instead it’s about supporting the people or business processes/services that rely on the IT.

1,259 more words
IT Service Management