The HDI Conference and Expo connects the world of Service and Support once a year. After attending our fourth (yes, FOURTH!) HDI Conference as an exhibitor last week in Las Vegas, we heard some resounding topics that we will carry with us throughout 2018 and into 2019.
AI and Automation are neither a magic bullet nor an apocalypse.
Every year Roy Atkinson brings new perspective to growing trends. This year was nothing different. Atkinson’s session titled 5 Ways Automation Will Help You—If You’re Prepared was a great reminder that the service and support teams (who may be increasingly worried about AI and automation technologies), will be deciding how to best apply them, not necessarily developing them.
So, as Atkinson said, why are AI and Automation hot topics? Hype, fear, promise… and it’s the future! And, as IT teams investigate the impact of these technologies will be on their business, it’s important to remember that every project is a business project. If you’re not doing it for the business, you’re not doing it right.
Though AI and automation will continue to make an impact, digital transformation is the new trend, keyword, phrase, that is sweeping the IT industry. The best part is, this isn’t something that must be led by the IT service and support group. The IT department should help stakeholders from the highest levels understand the new and upcoming application trends that could jeopardize their productivity or their security. Both of these are critical factors to consider.
IT service and support is a key player in transforming the digital landscape of an organization. But, what we walked away from HDI understanding is that there are quite a few power players in your business that have to align to this step forward. As recently reported in Computer Weekly, “Technology is merely the glue that binds them. To build a future-ready organisation, consider each lever and invest equitably, and see the exponential impact of digitisation unfold.”
The “Customer” Experience
The customer experience builds upon the trends and technology mentioned above. Every best practice implemented with (or without) a new technology or application should have the employee (a.k.a. customer) in mind. From better understanding the customer to using customer satisfaction data for continuous improvement, the term “customer” was all over HDI 2018. While we’ve been discussing employee service management throughout 2018, it was spectacular to see that the speakers (and vendors) were thinking the same way.
Eddie Vidal discussed in his session, Transformation, Transparency, and Accountability: A Case Study on Changing the Way We Deliver IT Services, how holding your teams accountable with data is critical, but also by stepping outside the walls of the IT departments and collaborating with departments and getting collective buy-in throughout the employee/customer base.
Until next year HDI…