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Customer experience (CX) and ITSM - is CX relevant to internal IT organizations?
Stephen Mann 02 Jun 2016 14:33
When we struggle to get past calling end users "customers" because they don't pay a bill, will IT shops be able to embrace CX for internal support?
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03 Jun 2016 16:38
I am sitting here trying to put myself in the shoes of an IT executive today and asking what investment I would be willing to make in "customer experience." Interestingly, my attitude on this has shifted over the last few years since my first book was published. Then I would have told you "absolutely, IT must invest in customer experience in order to effectively compete with other service providers". I looked at IT as a bit of a "business within a business" who had a service portfolio and customers and who must deliver a robust customer experience to serve them effectively.

While I believe that some of that is still true, I think (to a certain extent, anyway), that ship has sailed. I think that the role of IT is shifting to more of a specialized team focused exclusively on creating technology-driven solutions that provide competitive differentiation in the marketplace. IT may - or may not - need to actually operate that technology once it's deployed. I think that the overall value of the operational elements of the IT function are, in fact, diminishing. And that means that the value of a "customer experience" approach - which is largely operational in nature - is diminishing with it.

Nevertheless, if I was an IT executive today, I would still embrace a "customer experience" attitude within my organization for two reasons. First, because I will only be effective at developing these kinds of differentiating technologies if my counterparts at all levels of the organization actually want to work with my organization - and the customer experience is a critical part of what drives that. 

But second, I think that there is a deeper value in adopting a "customer experience attitude" as part of your cultural construct. It forces the folks in IT to re-orient their perspective and viewpoint and look at the services and technologies they're providing from the customers point-of-view. That creates empathy and will be a key element in identifying where there are opportunities to develop these kind of breakthrough technologies that will create competitive value for the organization.

Like all things in ITSM, a "customer experience" approach is a useful tool. But you need to start with understanding the problem you're trying to solve.
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15 Jun 2016 13:55
Charles Araujo wrote:
Like all things in ITSM, a "customer experience" approach is a useful tool. But you need to start with understanding the problem you're trying to solve.

 
Well stated.  I believe that the CX is a significant part of the ITSM.  If IT is to be service oriented - we need to consider the needs of the customer base and provide the necessary platforms and interfaces to foster organization-wide acceptance and boost productivity.
 
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16 Jun 2016 17:46
Even the most old-fashioned IT department must recognise that their customers have choices. If they assume that the captive customer will always come to them and will never consider alternatives then they really aren't going to survive.

So if you have competition, how do you differentiate yourself?

You could aim to be cheaper, but it is very hard for an internal organization to be cheaper than an outsourcer or cloud service provider with massive economy of scale. A great potential differentiator for many of these internal IT organizations could be to provide better customer experience, based on their understanding of their customers and their industry.

So I agree that a focus on CX is optional, but an IT shop that ignores it is setting themselves up to be replaced.
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27 May 2019 16:56
Hey there. I am know I am late to the game, but this idea of CX is really gaing traction in my org. Customer experience is the sum totally of customers attitudes and perceptions at each touch point with the service provider. Customers want customer service departments that staff friendly and prompt agents. They want experiences that are both digital and modern, but they also want product and services (whether bought or built) that are available, reliable, etc.. and directly contribute to their business outcomes. I once read something that said if everything was working properly there would be little to no need for customer service  (oversimplification but you get the idea). 

Let me know your thought around customer service, ITSM, and CX. 

Thanks
Mitch 
 
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