The future of service management lies in bridging together the enterprise. What’s the importance behind that? Well, do you think the USS Enterprise in Star Trek would have been able to operate efficiently without all the parts working together (i.e. engineering, security and tactical, flight control, command, etc)? The answer to that is an astounding no. A foremost reason for things working efficiently for the USS Enterprise crew was that people (well, various alien beings to be specific) were put in the middle of all of the interactions aboard the starship.
Just like on the starship, optimal performance for a company cannot occur without internal and external customers seaming all the business parts together and communicating. Technology advancement has enabled us to more easily and effectively work together. However, like we’ve said before, digital industrialization seems to be forgetting the human value.
IT Service Management to the Rescue
IT has blazed the way for stellar customer service and acknowledged the importance of the customer connection. As other organizations in a company recognize themselves as service providers, IT is becoming the glue, along with executive leadership, that connects the silos and revitalizes customer connections.
To get any kind of change or transformation started in a company, you need leadership buy-in. The right information needs to be placed in their hands, but they also need to ask the right questions. Leadership needs to understand why putting people in the middle of all service interactions is vital to enabling a connected enterprise.
What Do My Customers Want?
This is the first step on the path toward a connected enterprise. All companies, especially those that are successful, are in the business of customer experiences. It’s not just what you deliver anymore. That was the problem with the early industrial age, it was all about the machines and the end products. It’s also a problem that has been seen in the current age of digital industrialism — the hunger for capital is there, but value is becoming nonexistent.
Executive leadership is seeing the importance of “people” in a new light. Acknowledging how a company delivers services to its customers is more important than what the company delivers. So, what are some of the ways that executive leadership is involved, or needs to be involved, to enable the vision of a connected enterprise?
Executive Leadership Role
What they Do that Makes them an Important Part of Putting People in the Middle in the Enterprise.
|Chief Executive Officer (CEO)||The face of the company and the leader who must embrace the customer experience movement for any business transformation to get traction.|
|Chief Information Officer (CIO)||The heart of business transformation in the company. Strong experience in understanding the people value from a services and business perspective.|
|Chief Marketing Officer (CMO)||The unsung hero in leading digital transformation in a company. Marketing is on the front lines of technology adoption and immense data output in the workplace.|
|Chief People Officer (CPO)||Human value and capabilities are at the heart of a CPO’s responsibilities.|
|Chief Financial Officer (CFO)||CFO is a financial gatekeeper, but also a strategic partner and advisor to the CEO.|
It’s easy to acknowledge that executive leadership is the center of the web — they know that people are key to their organization and company’s success. The capacity for leadership to inspire their organizations to action and spearhead their people to connect the enterprise are pivotal in course-correcting the digital frontier, and putting human value back into the technology equation.
About Danielle Livy
Danielle is the Senior Director, Marketing at Samanage. She has wide-ranging experience in content production, social media marketing, public relations, and brand messaging. Her happy place is sitting by the lake with a cold beverage in hand, with the occasional water ski session.
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