The inimitable Kirk Weisler kicking off HDI Team #SupportWorld Live

Jeffrey S. Ton Receives Sagamore of the Wabash Award

On April 27, 2024, Institute for Digital Transformation Fellow Jeffrey S. Ton received the 'Sagamore of the Wabash' award. It’s the highest honor the governor of Indiana can bestow on an individual. Read more:
institutefordigitaltransformation.org/jeffrey-s-ton-…

Happy Friday!

'Too often, orgs don't clarify or communicate the purpose of a metric, use the wrong metrics, or don't understand why they need to change what they measure' - John Custy #ServiceDesk #ITSM sysaid.com/blog/service-d…

CIOs and their teams likely need to change in 2024 – or continue to change – IT operations to better reflect the requirements of their organizations, employees, and customers. Here's how you achieve it.

bit.ly/3TYA0X1

#ITSM #ITXM #EX #ITSupport

The Five9 #ISV Partner Program provides access to the tools, resources, and support you need to succeed in today's competitive #CX market.

Join our ISV Partner Program today. #PartnerPowered livesocial.seismic.com/tBLxhO

Once we recognize that both unlimited #Risk and zero Risk are unacceptable to the organization, we must go to work determining the optimal appropriate Risk level for the context and circumstances. #ITOps

Get the full report.
HappySignals #ITXM
happysignals.com/global-it-expe…

Outsourced IT Level 1 Service Desks have now scored higher than internal IT for the first time.
HappySignals #ITXM #ITSM

One of my favorite topics: The business impact of end-user Lost Time. (13% of tickets cause 80% of Lost Time)
HappySignals #ITXM #ITSM

When IT tickets are reassigned, it has a lot of impact on end-users.
HappySignals #ITXM #ITSM

Positive and Negative factors in IT incident resolutions.
HappySignals #ITXM #ITSM

The latest HappySignals Global IT Experience Benchmark Report (Full Year 2023) shows Remote Work rated higher than Collaboration with IT for the first time.

#ITXM

The launch of #GenAI Studio marks a significant milestone in the industry, as it empowers businesses to build generative AI-powered contact centers. Read more by Five9 CTO & Head of AI, Jonathan Rosenberg. #AI #CX #ProductNews #IndustryNews #Blog
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Join Five9 and ServiceNow as they discuss joint success stories that elevate #CX and what you can expect next from our partnership. Register now. #PartnerPowered
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Good news! Verint continues to excel globally, achieving top customer satisfaction scores in the latest DMG Consulting LLC Enterprise Workforce Engagement Management Product and Market Report. #Verint infl.tv/nZRT

Here's something I recorded with SymphonyAI Summit on #AI and #ITSM
symphonyai.com/resources/webi…

6th @Salesforce State of Service Report is out. #AI and #automation may present solutions for agents who spend just 39% of their time servicing customers amid internal meetings, administrative tasks, and manually logging case notes Ryan Nichols sforce.co/4bb59xj

Marketing is about understanding people.

It’s that simple.

(And that hard.)

#Five9 is hiring!🎉 Check out this job at Five9: Paid Media Marketing Specialist linkedin.com/jobs/view/3874…