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How to deliver great services? The answer used to be “get the right tools and processes in place”. Now ITSM’s focus is shifting towards customer satisfaction; having the right staff is more important than ever. But how do you find and retain the best service employees? And how do you help them excel? In this talk, Ron explains how they built a great company culture at TOPdesk: The company that received multiple best employer awards and scores a 4,8 out 5 on Glassdoor.