Learn How to Improve IT Satisfaction
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Ace Your IT Digital Transformation!
Most digital transformations fail because leaders lack visibility into what slows work down. This article explains how to find those root causes and address them.
The 7 Habits of Highly Defective IT Experiences
Habits that made you successful in the past are hard to change. But without failure, there is no learning.
Our Lights Are Green, But They're Unhappy!
How an IT organization increased customer retention and satisfaction, contributing to a nearly $500 million revenue increase.
Maximizing IT Experience: Spotting Quality & Satisfaction Differences
When IT folks confuse IT experience satisfaction with IT experience quality, it leads to missed improvement opportunities and business dissatisfaction with IT. Here's how to know which and when to use one vs. the other.
Unlock the Secrets to IT Satisfaction by Learning from Your Digital Employees
Habits that made you successful in the past are hard to change. But without failure, there is no learning.
IT Satisfaction Has a Perception Problem
When I talk to IT folks about satisfaction, we often spend the first part of the conversation reaching a common understanding of satisfaction.
The [Digital] Human Experience Formula
Are you leveraging the Human Experience Formula (HEF) to create positive Digital Employee Experiences?
Understanding IT Silos
Silos, for lack of a better word, are good.
Quality of Service ≠ Quality of Experience
Get closer to your customers with improved IT service and digital workplace solution metrics.
How to Improve Digital Employee Experience for Any IT Product, Service, or Solution
Quality of Experience (QoE) is the most significant factor in IT satisfaction, productivity, and profits. Perceptions are critical to your success.
FOUND: The Missing Link to Digital Employee Satisfaction!
There is no better definition of failure than doubling down on what doesn't work.
Unlock the Power of Role Ambiguity and Conflict in Your IT Organization
Facing turnover, retention, and IT staff engagement problems? You could be struggling with Role Ambiguity or Role Conflict in your IT organization! Don't worry – you're not alone!
How to Think Like an IT Doctor
Bad digital experiences leave clues — slow work, frustrated teams, lost productivity, even turnover. Read the symptoms, diagnose the friction underneath, and craft a prescription that fixes today's problem and prevents tomorrow's.
Debunking the Myth of 'Over Servicing' Customers
You only exceed customer expectations by doing what you agreed to do and treating customers with dignity and respect as you do so!
User Opinion Doesn't Matter
Too often, we hear that IT isn't customer-centric, doesn't listen to customers, etc. IT leaders do struggle to learn employee requirements. But here's the thing, that's not IT's job.
IT Needs a Marketing Department
IT needs a Marketing Department—a digital services marketing department—because today, IT needs more focus on consumption.
What is Digital Friction
Reduce digital friction by leading on five factors. And you don't need to buy a new tool to ensure your staff, customers, and users remain productive, engaged, and satisfied.
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Improving IT Delivery?
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