Can AIOps get us to better ITSM? The impact of visibility for your mission critical IT systems

About 20 years ago, I implemented an IT asset discovery tool for my organization. The software found something that took my breath away. On the same network responsible for supporting surgery, medical records and lab servers for a busy hospital, was a beast of a gaming computer consuming copious network resources. We found the machine …

GOING BEYOND THE SURVEY

A Q&A with Crystal Miceli, Vice President of Products Q: Don't companies have enough data now in existing systems to know how customers feel without asking with an NPS survey?  A: Anyone who has worked in a large enterprise knows two things for sure 1) there is an abundance of data and 2) laying your …

THE VALUE OF CX (PART 2): ADVANCING THE MATURITY OF CX

A Q&A with Crystal Miceli, Vice President and Head of Product Management Q: In your last post, you referred to NPS being a single stage in CXM maturity. Can you elaborate on the maturity model? There are 5 stages of the maturity model, from informal, scattered feedback (or none at all) to a predictive approach bringing …

THE VALUE OF CX: WHY WE NEED TO START TALKING ABOUT NPS AGAIN

A Q&A with Crystal Miceli, Vice President and Head of Product Management One of the biggest challenges facing CX executives is understanding the ROI of their customer experience (CX) program. Companies that aren’t sure of the monetary benefit of their program are eliminating their CX teams, while companies that know how their program helps them …

Building Trust and Community in the Age of Data Privacy

Data privacy is a hot topic right now, and with good reason. May 2018 saw the implementation of the EU's General Data Protection Regulation (GDPR), and the associated panic as global companies raced to comply with some of the strictest data privacy protections enforced since the rise of the Internet. This was followed by new …