2017 was full of innovation in technology, data, and customer service. The themes may not change much in 2018. We’ll hear plenty about artificial intelligence and IoT. We’ll hear plenty about “smart” homes, cars, cities, and anything else we can label. Many of the products that these technologies enable are still in early stages. We look forward to all of the exciting developments in these areas, and we’ll continue to cover them here.
AI for HR
If you or anyone you know has recently opened a wide job search, you understand the frustration of the modern candidate. There are dozens of avenues to try to compete for the attention of hiring managers and recruiters. You might write hundreds of copies of resumes and cover letters, and you’re almost positive nobody reads a single one. It’s horrifying.
But, think of the other end of that experience. HR teams and recruiters fight a perpetual battle against insurmountable piles of resumes, emails, voicemails, LinkedIn messages, and other means of communication I’ve probably never heard of. How are they supposed to weed through that nightmare to find the best candidates?
Artificial Intelligence is making its way into HR in 2018. As TechRepublic reports, multiple vendors now offer AI solutions to help HR teams sort through resumes, finding matches between candidates and job descriptions, even helping correct the language in descriptions to help attract more specific types of candidates.
If you read this blog often, you’ve seen us reference predictive AI features that can help sales teams use data to predict potential churn candidates. Vendors are now applying similar functionality to HR solutions. Based on employees skill development and engagement, these products will be able to predict people who might leave the company, which could give the HR team a head start on keeping top talent satisfied.
“Consumerization” of the Corporation
Speaking of employee satisfaction, we deal specifically in that department everyday. While the tentacles of service management branch in many directions (efficient workflows, helping technicians, task automation, setting and fulfilling SLAs, hitting budget goals, etc), almost everything comes back to employee service. Organizations employ a variety of people, and those people need things, some predictably and some spontaneously. We want organizations to handle those needs to maximum satisfaction, which begs the question: “What constitutes quality service?”
Stephen Mann at ITSM.tools released his 18 ITSM Tips for a Better 2018, and one significant section includes the “consumerization” of corporate service. In a nutshell, we have plenty of evidence that employees expectations for internal service are being shaped by their support and customer service experiences in their personal lives. That means self-service as a legitimate option. That means personalized service so they don’t feel like another ticket on the conveyor belt.
If you think about the best customer service experiences you’d had as a consumer, it might serve as inspiration for internal services in your organization.
The Change Management Award Goes to…
Smart Cities. Digital technology is revolutionizing the ways cities serve citizens, but this week we’ll focus on the push toward auto industry innovation. For years, we’ve heard about smart cars, connected transportation, and self-driving cars. It feels like every recent January brings predictions about mainstream adoption of this long-promised automobile innovation, but municipal leaders look poised to finally push these ideas into our realities.
Bill Gates just invested $80 million in an Arizona smart city aimed at autonomous vehicles. Brussels is using real-time shared data to enhance public transportation. Cities are even using technology to maximize parking for citizens through sensors and connected apps.
By the way, it’s not just for cities with multi-million citizen populations. Check out what our neighbors in the Town of Cary are already doing.
- Take the service desk beyond IT
- Six Indispensable Features of the Modern Service Desk
- Overwhelmed by modern service options? Start with a key basic: Asset Management
Happy New Year! We look forward to covering all of the innovation of 2018. Check out the rest of our resources below for ways to improve internal service for your employees.