What is the connection between employee experience and company profitability and growth? How do we get the benefits of standardization and diversity at the same time? The growing interest in ‘experience’ (both for employees and customers) is driving some interesting changes in how we deliver IT services. We’ve come a long way in standardizing and measuring IT services. How do we continue to get the benefits of that while also providing great experiences at work? Alan Nance, CEO of CitrusCollab and member of the team that created ITIL 1.0, shares his thoughts on the importance of End User Experience, choosing to replace the term “End User” with a more forward thinking term, “Prosumer”. He reveals what we’ve learned about End User Experience during the pandemic – and in so doing, redefines what we must include as part of the Digital Workplace.