Experience Management in IT Service Management


“Imagine investing in a new brick-and-mortar store, staffing it fully, ordering inventory and everything needed to provide services. Now imagine that you did all this without ever seeking to understand whether your potential customers want or need the service at that location or at the listed price.  This sounds ludicrous but this is normal practice in the world of Information Technology.

Understanding the customer’s wants and needs is the proper starting place for such a decision. Even while the consumer world is focusing on the customer’s satisfaction and experience, this concept is only now starting to penetrate IT. Our consumers increasingly have a choice in the services they use, and the way they feel when they consume these services dictates their future spending. Welcome to the world of experience management.”

Read More at owlpoint.com.