MAY 20198 IN MYV EWBY: PETE YATES, CTO, INTERCITY GROUPCompanies spend a fortune engaging with and getting to know their customers but how much do companies and, more specifically, IT teams invest in getting to know their customers (internal users of IT)? In this digital age where we expect technology to work with minimal instructions, it is then critical that IT teams and CIOs understand how their customers want to interact with them, not only for service management but from an IT and technology delivery perspective as well. How you engage with your customers and change based on their feedback, drives continual improvements in your services and solutions and will directly impact your customers' experiences and whether they decide to involve IT or go around them. Employees' expectations A CX APPROACH TO ITSM IN A DIGITAL AGEof what IT does for them continues to increase and that includes how IT provides its service management capability from the system itself to the processes that are followed, and the quality of the service provided. So how does IT start to offer great service to its users? In this digital age, we expect technology to just work with minimal instructions.It's all about your customersFirst of all, actually start engaging with your customers, get to know them, understand how they work and how they use technology in their jobs and what bugs them. It is important to design an IT support experience that will be multi-channelled, intuitive and clear for users to engage with. Work almost needs to imitate life, where users need a consumer level experience that can be mobile with support channels that are available to them in their consumer lives. That might, for example, involve implementing a live chat service on your IT portal to enable faster contact with the support teams or integrating the IT service desk with a knowledge base to provide customers with possible solutions to their issues before even reporting them to IT. Ultimately, taking a CX approach becomes the priority for IT teams, because their users just want the same experience(or better) than they receive in the consumer world by using the support channels and device of their choice.Meeting expectationsFor IT teams it can be hard to know if you are meeting your customers'expectations in terms of support that is provided. I don't just mean the support users get when requests are raised to IT, but it's more about supporting your users
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