‘Consumerizing’ the Enterprise Service Experience

Author: Mark Ackerman, Regional Director, MESAT & EE, ServiceNow For online retailers and consumer services companies, delivering a great customer experience is a matter of survival. Companies such as Amazon, eBay, Airbnb, and Uber spend untold millions, so customers can find exactly what they want—and order it in seconds. These companies have also invested heavily in automated back-end processes, delivering high-quality products and services both quickly and economically. This has driven a consumer service revolution. Unfortunately, the same can’t be said for internal company processes. Most workers don’t find their enterprise services as easy to use as consumer services. They … Continue reading ‘Consumerizing’ the Enterprise Service Experience