Tag: service desk redesign

Customers Today Have Very High Expectations

Customer Revolution Driving Move From Digital to Cognitive Enterprise

  The “impatient narcissist” is probably an apt description for today’s consumer. They want what they want and they want it now. They have extremely high expectations regarding every aspect of their “journey” with an enterprise’s products or services. From gathering information to purchasing a product or service, using it or recommending it to their…

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CIOs and CMOs Should Co-Lead Customer Experience (CX) Initiatives

10 Tips to Guide a Customer Experience Improvement Initiative

CIOs are in a unique position to co-lead a customer experience (CX) improvement initiative. First, they generally have a good understanding of key business processes that engage and support customers across the entire CX lifecycle – from sales, to product and service provisioning to support. They also have a fairly good understanding of the business…

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Software-as-a-Service: IT Skills for a New Generation of Computing

With the increasing adoption of SaaS as a viable means to provision new enterprise and niche-based applications, many of the traditional skills required by IT organizations are becoming less and less relevant. Essentially, these skills have transitioned to the SaaS vendor. However, SaaS gives rise to a new set of skills that most IT organizations…

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Software-as-a-Service: The Changing Roles of IT

Is IT a function, an organization or a vocation? Going forward, the answer is yes to all three. As a function, the selection, deployment and use of information technology will become the responsibility of the lines of business (Customer Service, Operations, Engineering, Supply Chain) and support functions (Finance, HR, Legal, Sales, Marketing). Information technology will…

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CIO "Competency Arc"

Software-as-a-Service: The Changing Roles of CIOs

Companies, divisions and departments alike have created a boom in cloud-based Software as a Service (SaaS) applications provisioned through providers such as Salesforce.com, Workday, Marketo and many others. The attraction of SaaS vs. the traditional on-premise model of provisioning applications is compelling for almost any size organization or team that wants to deploy new business…

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Software-as-a-Service: Suggestions for Mid-Market CIOs

Senior IT leaders and CIOs considering integrating new SaaS applications with on-premise systems will have to solve thousands of problems along the way. But don’t let that be a showstopper. Even though SaaS is relatively new, most of the implementation issues have been solved before and now include best practices for repeating successes. Experienced third-party…

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Software-as-a-Service: Challenges for Mid-Market Companies

Are you a midsize company ready to start or expand your software-as-a- service (SaaS) implementation? Here are the main challenges that lay ahead, and ways to prepare and overcome them.

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