In this episode, Sakari Kyrö and guest Matt Beran explore how IT can learn from customer experience (CX) principles to improve service delivery, onboarding, and support. They discuss practical strategies like mystery shopping, end-to-end experience, and continuous improvement to transform IT support and operations.

• Customer obsession in IT
• Mystery shopping for IT support
• End-to-end user experience
• Continuous improvement and 1% rule
• AI and automation in IT support
• Onboarding and offboarding experiences
• Cross-industry learning between CX and IT
• Handling multi-category support challenges

Matt Beran

LinkedIn - https://www.linkedin.com/in/mattberan/

X - https://twitter.com/mattberan

Resources

Open Service Community - https://openservicecommunity.com/