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Katie McKenna | January 04, 2017
Indulge me for a moment and raise your hand if you’ve seen an increase in mobile device usage for standard business applications (like email for example). If you’re anything like the 100% of audience members who answered “yes” to this polling question during our recent webinar with 451 Research, then your hand is raised high. There’s no question that mobile trends and digital experience innovations have permeated today’s enterprise tech landscape. But what implications do they have for the service desk?
During the webinar, Chris Marsh, 451 Research’s lead mobility analyst, shared the following mobile and digital experience trends that are impacting IT organizations on a macro level:
According to Chris, we need to get rid of the notion that mobile is just an extension of the rest of the linear, existing stack that’s already in place. Innovations in digital experience is a real driver of change in enterprise technology. Users are looking for more personalized, contextualized experiences. They demand a choice in the channel of engagement. Consumers are even looking for mobile loyalty reward programs based on engagement with brands and companies.
Chris continued by saying, “We’re seeing the redefinition of how and where work gets done, how goods are exchanged, and how we think of things like peer-to-peer trust and reciprocity.”
Users are expecting advancements in their digital experiences as a consumer—whether these experiences happen at home or at work. Organizations are harnessing the power of digital transformation for better consumption, transactional, productivity, and collaborative experiences for all their users: customers, partners, employees, and citizens alike.
According to Chris, this will increasingly underlie how companies compete in the future. It’s no longer just about the physical products and services. The key is in the way that these things are delivered which will increasingly be mediated and defined by new forms of digital experience and digital interaction. And Chris is quick to note that mobile and digital innovations are not just “nice to haves.” It’s not something that we will see happen far off into the future. It’s already a strategic imperative and it’s not limited to certain early adopter industries. It’s become agnostic across industries and we’re already seeing laggards that are being disrupted by others who understand this shift.
With mobile, we’re talking about more intelligent and personalized applications through which data and insight can connect people with the right information and processes to deliver better experiences. Now, this doesn’t just mean a swanky UI or a consumer-grade app. This is speaking to greater automation, Artificial Intelligence (AI), contextualization, and delivery infrastructure.
Again, Chris warns against viewing the digital experience as “some discreet thing on the edge of a more familiar stack” or as “just one of a number of different channel interaction experiences.” The stack itself is rapidly evolving, disrupting, and changing.
Chris states that the “how” can be boiled down to data. How companies see, capture, and secure it. How they can understand, manage, and orchestrate this data in and out of apps. How they deliver it in meaningful ways to users. It’s all about allowing for data to flow across the IT infrastructure to deliver insights in consumable forms across all points of user interaction.
Now that we’ve explored the why, what, and how of this mobile shift, it’s time to look at the impact that digital experience innovations are having on the Service Desk.
To hear more from Chris Marsh and other experts on how mobile is disrupting the Service Desk, watch the EasyVista webinar replay here.
Katie McKenna enjoys learning and sharing all things ITSM, IoT, SaaS, and IT Consumerization. She is also an avid reader, pizza enthusiast, and horror movie lover.
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