James Divine

Blog

Insights, ideas and inspiration for modern technologists.

Filter

Categories

5 Steps to Optimize Customer Experience with Team Alignment

By James Divine on December 13, 2017

Customer Experience (CX) doesn’t start and stop with the Customer Support organization. It runs across and throughout an organization and each department, team, and individual at a company and in some way impacts the overall…

Covestic Servicenow Consulting -hero-ipadscreen

A Disruptive Force in Customer Service: ServiceNow Customer Service Management

By James Divine on July 31, 2017

To help you see the real potential of Customer Service Management in context, here’s a little history about ITIL. More than 30 years ago, a consortium of private and public organizations decided to band together…

The Power of CRM and ITSM to Deliver Customer Experience

By James Divine on June 25, 2017

Today, most Customer Service organizations work in a reactive, break-fix model where they staff call centers with agents whose sole job is to handle intake for customer issues and do their best to resolve them,…