Trends Report

Setting The IT Service Desk On Fire

Learn How To Dramatically Increase Customer Experience From Others

February 13th, 2014
With contributors:
Eveline Oehrlich , Michelle Mai


For many organizations, customer experience surveys of the IT service desk are already in place. However, if customer experience scores are at unacceptable levels, knowing what and how to change can be difficult. Forrester interviewed 12 firms across different industries and sizes that have taken on projects to improve their IT service desk customer experience. This report highlights the changes that they have made and the methods they've used to execute continuous process improvement.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.