| | NOVEMBER 20209CIOReviewvending machines, phone and email should be leveraged collectively to provide service to the customer when they want and need it ­ now. These channel options offer engagement at the level the customer desires and drives versus that of the service provider. Enabling these channels increase the mobility, adaptability and agility of the consumer and increases the customer experience with Technology. AutomationAutomation has become a buzz word that is often misused. Workflows that are digital paper pushing is not automation. Technology Services must adapt to be able to meet the customer needs without human intervention in every possible instance. Why should a customer have to call with an application problem when a bot can see the problem, log it and ultimately be automated to remediate the problem ­ often before the customer even knows it was there?Digital ExperienceEach of us in our personal lives rave or degrade the service experiences that we receive every day. The line was too long, I was on hold forever and they never get my order right. These are the experiences that we tell our friends and coworkers about ­ usually in a way that suggests the service provider failed to deliver on our expectations and that we are not likely to go back if we can avoid it.The digital experience is driving expectations higher. We can pay bills, purchase tickets, order groceries, schedule appointments and transfer money to our kids all from our phone ­ but to get technology support at work ­ we must wait.Enabling your organizations IT Service Management teams to respond or even predict the service demands of the organization transforms those they support from users to customers. This in turn enables those we support to be champions for continued technology adoption ­ empowering our customer base in turn empowers our technology organization.Building Customer Engagement, establishing multiple Channels of Engagement and leveraging Automation, provide the ability to deliver a Digital Customer Experience that is achievable and expected.It could be argued that IT Service Management should be modified to IT Experience Management. Christian MooreIt could be argued that IT Service Management should be modified to IT Experience Management.
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