With over 16 years of frontline IT support experience, spanning service desks to back-office messaging engineering, I have developed a comprehensive, hands-on understanding of the field. For the past decade, I have led large teams of customer-facing IT support professionals, with a continual focus on enhancing customer experience. Throughout my career, I've witnessed a shift from customers expecting reliable services to demanding meaningful experiences, and my goal is to empower you with the insights and tools essential for excelling in this evolving landscape. Whether you’re embarking on your career or are a seasoned expert, we all share the responsibility of delivering exceptional customer experiences.