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The Secret Ingredients to Create
Service Excellence
Australia
Singapore
We love to share our experience
We love to share our experience
Where do you start?
Steady Foundation
Service Excellence
Culture
Employee
Engagement
Collaboration
Steady Foundation
• Tool
• Process
• People
Steady Foundation
Service Excellence
Culture
Employee
Engagement
Collaboration
Collaboration
• Enterprise Service Management
• Shared Processes
• Shared Service Catalogue
• Vendor Management
Steady Foundation
Service Excellence
Culture
Employee
Engagement
Collaboration
The culture
• Values
• Hiring strategy
Steady Foundation
Service Excellence
Culture
Employee
Engagement
Collaboration
Employee Engagement
Employees are most satisfied when they
can make progress on meaningful work
- Forrester Research
Employee Engagement leads to…
• Give them meaningful work
• Employees can make the right decisions
• Improved customer exp...
To sum up
• The Age of the customer
• Service Excellence leads to happy customers
• Keep in mind that collaboration, cultu...
Thank you for attending
www.linkedin.com/in/marianspruit/
Visit us on our booth
topdesk topdesk
TOPdesk: "The Secret Ingredients to Create Service Excellence" by Marian Spruit at Gartner Sydney 2019
TOPdesk: "The Secret Ingredients to Create Service Excellence" by Marian Spruit at Gartner Sydney 2019
TOPdesk: "The Secret Ingredients to Create Service Excellence" by Marian Spruit at Gartner Sydney 2019
TOPdesk: "The Secret Ingredients to Create Service Excellence" by Marian Spruit at Gartner Sydney 2019
TOPdesk: "The Secret Ingredients to Create Service Excellence" by Marian Spruit at Gartner Sydney 2019
TOPdesk: "The Secret Ingredients to Create Service Excellence" by Marian Spruit at Gartner Sydney 2019
TOPdesk: "The Secret Ingredients to Create Service Excellence" by Marian Spruit at Gartner Sydney 2019
TOPdesk: "The Secret Ingredients to Create Service Excellence" by Marian Spruit at Gartner Sydney 2019
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TOPdesk: "The Secret Ingredients to Create Service Excellence" by Marian Spruit at Gartner Sydney 2019

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As the focus on customer experience sky rockets, employee engagement and collaboration are more important today than ever. In this presentation, Marian Spruit shares three key secrets behind TOPdesks high employee and customer review scores.

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TOPdesk: "The Secret Ingredients to Create Service Excellence" by Marian Spruit at Gartner Sydney 2019

  1. 1. The Secret Ingredients to Create Service Excellence
  2. 2. Australia Singapore
  3. 3. We love to share our experience
  4. 4. We love to share our experience
  5. 5. Where do you start?
  6. 6. Steady Foundation Service Excellence Culture Employee Engagement Collaboration
  7. 7. Steady Foundation • Tool • Process • People
  8. 8. Steady Foundation Service Excellence Culture Employee Engagement Collaboration
  9. 9. Collaboration • Enterprise Service Management • Shared Processes • Shared Service Catalogue • Vendor Management
  10. 10. Steady Foundation Service Excellence Culture Employee Engagement Collaboration
  11. 11. The culture • Values • Hiring strategy
  12. 12. Steady Foundation Service Excellence Culture Employee Engagement Collaboration
  13. 13. Employee Engagement Employees are most satisfied when they can make progress on meaningful work - Forrester Research
  14. 14. Employee Engagement leads to… • Give them meaningful work • Employees can make the right decisions • Improved customer experience
  15. 15. To sum up • The Age of the customer • Service Excellence leads to happy customers • Keep in mind that collaboration, culture and employees are key factors
  16. 16. Thank you for attending www.linkedin.com/in/marianspruit/ Visit us on our booth topdesk topdesk

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