building a transformational service strategy for your organization
TRANSCRIPT
BUILDING A ‘TRANSFORMATIONAL
SERVICE STRATEGY’ FOR YOUR ORGANIZATION
Evan CarlsonVice President, Sales
AGENDA
• The Current State of IT
• Top CIO Concerns
• The IT Revolution
• Customer Engagement is King
• The Future
CURRENT STATE OF IT
PINK 15 – Building A ‘Transformational Service Strategy’ For Your Organization
BUSINESS CHALLENGES
PINK 15 – Building A ‘Transformational Service Strategy’ For Your Organization
“In reality, the distinction between a consumer application and a business application has disappeared.”
Gartner, Predicts 2014
WHAT’S CHANGING
PINK 15 – Building A ‘Transformational Service Strategy’ For Your Organization
Digital technologies — mobile, social,big data and cloud — are disruptingbusinesses everywhere. CIOs mustlook beyond the day-to-day "IT asusual" activities and hunt for newdigital opportunities to accelerategrowth and create a competitiveadvantage. How will you capture newdigital opportunities? How will ITremain relevant in an increasinglydigital world?
ON THE CIO AGENDA
• IT Governance & Strategy
• Innovation Management
• IT Budgets, Cost Optimization and Business Value of IT
Gartner CIO Agenda Survey, 2015
PINK 15 – Building A ‘Transformational Service Strategy’ For Your Organization
CIO INVESTMENT PRIORITIES
Gartner CIO Agenda Survey, 2015
PINK 15 – Building A ‘Transformational Service Strategy’ For Your Organization
• End user interfaces
• Cloud technology
• Delivery of Business Services
• Delivery of Digital Services
• Delivery of IT Services
• Mobile support
WHAT DO WE NEED TO IMPROVE
Let’s get back to delivering Services…to people
Technology should be all about helping people
PINK 15 – Building A ‘Transformational Service Strategy’ For Your Organization
THE IT REVOLUTION
PINK 15 – Building A ‘Transformational Service Strategy’ For Your Organization
THE DIGITAL REVOLUTION
“There will be 905 million
tablets in use for work and
home globally by 2017”
2013 Mobile Workforce Adoption Trends Forrester Research, February 4, 2013
“29% of the global workforce is characterized as anytime, anywhere information workers—those who use three or more devices and work from multiple locations.”
PINK 15 – Building A ‘Transformational Service Strategy’ For Your Organization
Consumers are Your Users
CUSTOMER ENGAGEMENT IS KING
PINK 15 – Building A ‘Transformational Service Strategy’ For Your Organization
• Easy to access & use portal
• Consistent, familiar working environment (Google, Amazon)
• Knowledge base
• One stop shop
ATTRIBUTES OF A MODERN VIRTUAL STORE
“Of all service desk contact volume, as much as 40% can be solved through IT self-service” - Gartner
PINK 15 – Building A ‘Transformational Service Strategy’ For Your Organization
THE FUTURE
• Rethink the traditional IT service delivery approach
o Avoid focusing only on technology
• Demonstrate that the service desk can do more than break/fix
• Incorporate strategic planning
• Move beyond tactical frameworks
• Focus on service quality, customer engagement and relationships
• Increase the availability of on ‘on-demand’ services
• Leverage automation in order to provide that ‘always on’ perception
• FOCUS ON USER EXPERIENCE
