Skip to main content

Two-Thirds of Businesses Focused on Service Transformation to Optimize Customer Experience

John Prestridge

Adopting a modernized service transformation strategy is critical to achieving measurable improvements in overall IT efficiency and driving customer and employee satisfaction, according to The State of Service Transformation Report commissioned by EasyVista.

The report found 67 percent of organizations are most interested in leveraging a self-service portal, with another 60 percent seeking a self-help solution to meet on-demand needs and deliver better employee and customer experiences.

The study also found that while 97 percent of companies surveyed are eager to adopt a service transformation strategy, half (50%) believe that legacy IT infrastructure remains a top-three barrier to digital transformation initiatives within their organization.

In an increasingly digitized world, these findings further validate the critical need for organizations to evolve how they meet the service needs of employees and customers alike.

The report also revealed that AI and machine learning-powered innovations, such as chatbots, are gaining widespread use as part of organizations’ efforts to provide intelligent, on-demand customer service and personalized end-user engagement. Nearly three-quarters (74%) of IT managers say their organization currently implements machine learning, compared to half (50%) who say the same regarding AI — indicating the opportunity across many enterprises to further improve customer engagement through intelligent service automation.

We see a tremendous opportunity to leverage AI for improving service experiences. The value of AI is dramatically increased by access to knowledge and organizations that focus on a knowledge-first self-help strategy will reap great rewards from the strategic use of AI for natural language processing, search, virtual agents, and more.

Additional report findings include:

■ 4 out of 5 (79%) IT managers say their organization plans to increase investment in service transformation solutions.

■ 8 out of 10 (83%) plan to increase their use of self-help solutions as a component of their service transformation program in the next 12 months.

■ 63 percent (63%) see focusing on employee and customer experience initiatives as important for achieving digital transformation.

■ More than half (51%) report their organization has adopted a self-service portal and self-help to help reduce tier 1 calls.

Methodology: The State of Service Transformation report is based on a survey conducted by LEWIS on behalf of EasyVista among 350 IT managers of companies with 1,000 or more employees on December 12-17, 2018 with a margin of error of +/- 5.2 percentage points.

Hot Topics

The Latest

According to Auvik's 2025 IT Trends Report, 60% of IT professionals feel at least moderately burned out on the job, with 43% stating that their workload is contributing to work stress. At the same time, many IT professionals are naming AI and machine learning as key areas they'd most like to upskill ...

Businesses that face downtime or outages risk financial and reputational damage, as well as reducing partner, shareholder, and customer trust. One of the major challenges that enterprises face is implementing a robust business continuity plan. What's the solution? The answer may lie in disaster recovery tactics such as truly immutable storage and regular disaster recovery testing ...

IT spending is expected to jump nearly 10% in 2025, and organizations are now facing pressure to manage costs without slowing down critical functions like observability. To meet the challenge, leaders are turning to smarter, more cost effective business strategies. Enter stage right: OpenTelemetry, the missing piece of the puzzle that is no longer just an option but rather a strategic advantage ...

Amidst the threat of cyberhacks and data breaches, companies install several security measures to keep their business safely afloat. These measures aim to protect businesses, employees, and crucial data. Yet, employees perceive them as burdensome. Frustrated with complex logins, slow access, and constant security checks, workers decide to completely bypass all security set-ups ...

Image
Cloudbrink's Personal SASE services provide last-mile acceleration and reduction in latency

In MEAN TIME TO INSIGHT Episode 13, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses hybrid multi-cloud networking strategy ... 

In high-traffic environments, the sheer volume and unpredictable nature of network incidents can quickly overwhelm even the most skilled teams, hindering their ability to react swiftly and effectively, potentially impacting service availability and overall business performance. This is where closed-loop remediation comes into the picture: an IT management concept designed to address the escalating complexity of modern networks ...

In 2025, enterprise workflows are undergoing a seismic shift. Propelled by breakthroughs in generative AI (GenAI), large language models (LLMs), and natural language processing (NLP), a new paradigm is emerging — agentic AI. This technology is not just automating tasks; it's reimagining how organizations make decisions, engage customers, and operate at scale ...

In the early days of the cloud revolution, business leaders perceived cloud services as a means of sidelining IT organizations. IT was too slow, too expensive, or incapable of supporting new technologies. With a team of developers, line of business managers could deploy new applications and services in the cloud. IT has been fighting to retake control ever since. Today, IT is back in the driver's seat, according to new research by Enterprise Management Associates (EMA) ...

In today's fast-paced and increasingly complex network environments, Network Operations Centers (NOCs) are the backbone of ensuring continuous uptime, smooth service delivery, and rapid issue resolution. However, the challenges faced by NOC teams are only growing. In a recent study, 78% state network complexity has grown significantly over the last few years while 84% regularly learn about network issues from users. It is imperative we adopt a new approach to managing today's network experiences ...

Image
Broadcom

From growing reliance on FinOps teams to the increasing attention on artificial intelligence (AI), and software licensing, the Flexera 2025 State of the Cloud Report digs into how organizations are improving cloud spend efficiency, while tackling the complexities of emerging technologies ...

Two-Thirds of Businesses Focused on Service Transformation to Optimize Customer Experience

John Prestridge

Adopting a modernized service transformation strategy is critical to achieving measurable improvements in overall IT efficiency and driving customer and employee satisfaction, according to The State of Service Transformation Report commissioned by EasyVista.

The report found 67 percent of organizations are most interested in leveraging a self-service portal, with another 60 percent seeking a self-help solution to meet on-demand needs and deliver better employee and customer experiences.

The study also found that while 97 percent of companies surveyed are eager to adopt a service transformation strategy, half (50%) believe that legacy IT infrastructure remains a top-three barrier to digital transformation initiatives within their organization.

In an increasingly digitized world, these findings further validate the critical need for organizations to evolve how they meet the service needs of employees and customers alike.

The report also revealed that AI and machine learning-powered innovations, such as chatbots, are gaining widespread use as part of organizations’ efforts to provide intelligent, on-demand customer service and personalized end-user engagement. Nearly three-quarters (74%) of IT managers say their organization currently implements machine learning, compared to half (50%) who say the same regarding AI — indicating the opportunity across many enterprises to further improve customer engagement through intelligent service automation.

We see a tremendous opportunity to leverage AI for improving service experiences. The value of AI is dramatically increased by access to knowledge and organizations that focus on a knowledge-first self-help strategy will reap great rewards from the strategic use of AI for natural language processing, search, virtual agents, and more.

Additional report findings include:

■ 4 out of 5 (79%) IT managers say their organization plans to increase investment in service transformation solutions.

■ 8 out of 10 (83%) plan to increase their use of self-help solutions as a component of their service transformation program in the next 12 months.

■ 63 percent (63%) see focusing on employee and customer experience initiatives as important for achieving digital transformation.

■ More than half (51%) report their organization has adopted a self-service portal and self-help to help reduce tier 1 calls.

Methodology: The State of Service Transformation report is based on a survey conducted by LEWIS on behalf of EasyVista among 350 IT managers of companies with 1,000 or more employees on December 12-17, 2018 with a margin of error of +/- 5.2 percentage points.

Hot Topics

The Latest

According to Auvik's 2025 IT Trends Report, 60% of IT professionals feel at least moderately burned out on the job, with 43% stating that their workload is contributing to work stress. At the same time, many IT professionals are naming AI and machine learning as key areas they'd most like to upskill ...

Businesses that face downtime or outages risk financial and reputational damage, as well as reducing partner, shareholder, and customer trust. One of the major challenges that enterprises face is implementing a robust business continuity plan. What's the solution? The answer may lie in disaster recovery tactics such as truly immutable storage and regular disaster recovery testing ...

IT spending is expected to jump nearly 10% in 2025, and organizations are now facing pressure to manage costs without slowing down critical functions like observability. To meet the challenge, leaders are turning to smarter, more cost effective business strategies. Enter stage right: OpenTelemetry, the missing piece of the puzzle that is no longer just an option but rather a strategic advantage ...

Amidst the threat of cyberhacks and data breaches, companies install several security measures to keep their business safely afloat. These measures aim to protect businesses, employees, and crucial data. Yet, employees perceive them as burdensome. Frustrated with complex logins, slow access, and constant security checks, workers decide to completely bypass all security set-ups ...

Image
Cloudbrink's Personal SASE services provide last-mile acceleration and reduction in latency

In MEAN TIME TO INSIGHT Episode 13, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses hybrid multi-cloud networking strategy ... 

In high-traffic environments, the sheer volume and unpredictable nature of network incidents can quickly overwhelm even the most skilled teams, hindering their ability to react swiftly and effectively, potentially impacting service availability and overall business performance. This is where closed-loop remediation comes into the picture: an IT management concept designed to address the escalating complexity of modern networks ...

In 2025, enterprise workflows are undergoing a seismic shift. Propelled by breakthroughs in generative AI (GenAI), large language models (LLMs), and natural language processing (NLP), a new paradigm is emerging — agentic AI. This technology is not just automating tasks; it's reimagining how organizations make decisions, engage customers, and operate at scale ...

In the early days of the cloud revolution, business leaders perceived cloud services as a means of sidelining IT organizations. IT was too slow, too expensive, or incapable of supporting new technologies. With a team of developers, line of business managers could deploy new applications and services in the cloud. IT has been fighting to retake control ever since. Today, IT is back in the driver's seat, according to new research by Enterprise Management Associates (EMA) ...

In today's fast-paced and increasingly complex network environments, Network Operations Centers (NOCs) are the backbone of ensuring continuous uptime, smooth service delivery, and rapid issue resolution. However, the challenges faced by NOC teams are only growing. In a recent study, 78% state network complexity has grown significantly over the last few years while 84% regularly learn about network issues from users. It is imperative we adopt a new approach to managing today's network experiences ...

Image
Broadcom

From growing reliance on FinOps teams to the increasing attention on artificial intelligence (AI), and software licensing, the Flexera 2025 State of the Cloud Report digs into how organizations are improving cloud spend efficiency, while tackling the complexities of emerging technologies ...