I recently had the opportunity to speak with Desk365 as part of their Humans of Support series.
My one take? Great IT support isn’t about resolving tickets. It’s about helping people achieve outcomes.
We discussed service empathy, reducing digital friction, AI, building high-performing support teams, and how the role of the service desk has evolved from keeping the lights on to becoming a strategic partner.
Thanks to the Desk365 team for the invitation and for capturing the conversation so well.
#1TakeOn #ITSM #ServiceManagement #CustomerExperience #DigitalFriction #ITLeadership
Read the full interview at
