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Enterprise Service ManagementThe New System of Engagement

Charles Betz, Principal Analyst

June 22, 2017

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Outline

› Importance of employee experience in the age of the customer

› Knowledge work and flow

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Business Leaders Prioritize Growth And Customer Experience Improvement

Source: Forrester’s Business Technographics Global Budgets Survey, 2016

Base: 2,326 global budget decision-makers

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Is there a link

between being

happy at work,

customer

experience, and

sustained

financial

performance?

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Behind Every Customer Touchpoint There Is A Technology Story

Customer Journey Employee Journey

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The Factors That Lead To Positive Customer And Employee Experience

Source: Forrester report “Use Customer Experience Insights To Unshackle Employee Potential,” January 5,2017

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The nature of work is changing…

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Knowledge Work Dominates Economies

Growth in knowledge-intensive goods* is 1.3x as fast as in labor-

intensive goods - $12.6T.”

*includes goods and activities that have a high R&D component or utilize highly skilled labor.Source: “Global flows in a digital age: How trade, finance, people, and data connect the world economy”, McKinsey Global Institute, April 2015

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So what does knowledge work require?

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Flow Vs. Task Complexity

Source: John E. Hunter, Frank L. Schmidt, and Michael K. Judiesch, “Individual differences in output variability as a function of job complexity.

Used in Forrester report “Workforce Enablement Defined: Elevate Productivity And Engagement,” April 14, 2016

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Flow is the

highest state of

human

performance –

127% higher

productivity

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Factoids

› Modern office is a hot mess of distractions

› Interruptions displace more-challenging, valuable work

› Off-task meetings ravage the brain

› Anxiousness makes employees less able to handle change

› Policies interrupt flow

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Your Technology Is Killing Flow

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➢ 57% of support organizations saw

an increase in ticket volumes from

2015 to 2016

➢ 10% of support organizations saw

this number decrease over the same

span

Source: HDI “Technical Support Practices & Salary” Report, 2016

Ticket volumes are increasing

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Onboarding Example: SGI

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And… The “Please Go Away” Support

Seth Godin, Author

“The current model of big company support is to throw undervalued,

undertrained, underpowered human beings at perplexed customers,

frustrating and disrespecting them enough that they shrug and give

up.”

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How To Enhance Flow?

Source: Forrester report “Build A Fitter ITSM Practice,” November 3, 2016

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MOST ENTERPRISES DELIVER INTERNAL SERVICES POORLY

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The digital service

› Outcome

› Act

› System

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The outcome

› https://www.flickr.com/photos/68751915@N05/6280517815

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The act

https://www.flickr.com/photos/marktee/15627031737

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The service system

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People

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Source: Forrester's Business Technographics Global Devices and Security Workforce Survey, 2016, 2015

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Employees Value Ease, Access To Knowledge, And Speed

Source: Forrester's Business Technographics Global Devices and Security Workforce Survey, 2016, 2015, 2014

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Measure Your Employee Experience Index (EXi)

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Process

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Technology

Enterprise Service

Management?

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Platform HR, Facilities, Legal on ITSM capabilities?

https://www.flickr.com/photos/pagonzales/5443717551, commercial use permitted

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Evolutionary, not revolutionary

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The Service App Store Combines Aggregation, Integration, And Fulfillment

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ESM covers the entire digital pipeline

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As ITSM Expands Into ESM, It Encroaches On BPM

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What got you here, won’t get you there

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Conclusion

› Employee Experience Drives Customer Experience

› Services mindset

› ITSM expansion

› Service app store: supply/demand

› Unified platform

FORRESTER.COM

Thank you© 2017 FORRESTER. REPRODUCTION PROHIBITED.

Charles Betz

+01 612 868 2754

cbetz@forrester.com

@CharlesTBetz