📊 Strategy
Your customers aren't scared of AI. They're scared of you screwing up their service desk. Here's how to change that narrative.
6 min read
📊 Strategy
Outsourcers built on rock-bottom pricing rarely survive client scrutiny. Here's why analytics and relationships trump cost-cutting as a long-term play.
7 min read
📊 Strategy
After 30 years, I can tell you the vendors with the strongest client relationships win. Not the cheapest ones. Not the ones with the fanciest AI. The ones who actually listen.
6 min read
📊 Strategy
AI service desks are trendy, but plenty of smart companies are doubling down on human teams. Here's why that's actually the right call.
6 min read
📊 Strategy
Incident and request data holds goldmines of insight. Most retail and manufacturing leaders just don't know where to dig.
6 min read
📊 Strategy
Erlang formulas still work, but AI gives you the real story. Here's how to modernize your service desk staffing.
7 min read