Communities Archives -


Three underused features of ServiceNow and how to unlock their value

By Duncan Troup on Friday, September 9th, 2016 in ITSM Tools.

Investing in a large enterprise automation platform such as ServiceNow is a huge undertaking. Picking the right partner and choosing the right approach is paramount. But sometimes there are elements that can be overlooked. The question is how to do you unlock those finer elements: the things that ice the cake, the untouched value the […]

Why your customers are your untapped service agents and you should let them

By Duncan Troup on Tuesday, July 12th, 2016 in The Crowd.

I love eliminating service waste…and in my experience, waiting is often the biggest issue for customers. I believe that getting customers to service themselves is the great untapped channel of customer care. That’s not because it saves the provider money, (which it often does!), but because it allows the customer to eliminate a whole bunch […]

Why great service starts well before you even know who your customer is

By Duncan Troup on Monday, February 15th, 2016 in Blog.

I often spend time thinking about what great companies do to engage customers through service – “service” being creating value for a customer. Most recently I have been reflecting on the role of customer engagement through interactions beyond the core value chain  – i.e. up and down stream from customer acquisition and exit. Here’s an […]

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