How Experience Management Can Help Shape AI Initiatives

18.07.2024

The coming of Artificial Intelligence (AI) in commercially available forms is bringing about a major change in the ...

02.05.2024

Agent Utilization is one of the many metrics tracked by service desks to manage costs since the service desk is usually ...

20.03.2024

The retail industry has a word for it: shrinkage. It's the amount of inventory that disappears through shoplifting, ...

13.09.2023

By now, we should all be aware that XLA stands for Experience Level Agreement. In service and support, we've all seen ...

25.05.2023

If you ask ten people the question, "What is Digital Transformation?" you'll likely get more than ten answers. Each ...

19.04.2023

According to The Global IT Experience Benchmark H2/2022, employees perceived their lost time as 3 hours and 13 minutes ...

16.03.2023

One of the key ingredients in improvement—either personal or professional—is honesty. How often have you heard it said ...

01.03.2023

The term experience is everywhere we turn. Sometimes its frequent, buzz-word usage borders on the comical: I remember ...