Two-Thirds of Businesses Focused on Service Transformation to Optimize Customer Experience
April 01, 2019

John Prestridge
EasyVista

Share this

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.

John Prestridge is CMO and SVP of North America at EasyVista
Share this

The Latest

April 19, 2024

In MEAN TIME TO INSIGHT Episode 5, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses the network source of truth ...

April 18, 2024

A vast majority (89%) of organizations have rapidly expanded their technology in the past few years and three quarters (76%) say it's brought with it increased "chaos" that they have to manage, according to Situation Report 2024: Managing Technology Chaos from Software AG ...

April 17, 2024

In 2024 the number one challenge facing IT teams is a lack of skilled workers, and many are turning to automation as an answer, according to IT Trends: 2024 Industry Report ...

April 16, 2024

Organizations are continuing to embrace multicloud environments and cloud-native architectures to enable rapid transformation and deliver secure innovation. However, despite the speed, scale, and agility enabled by these modern cloud ecosystems, organizations are struggling to manage the explosion of data they create, according to The state of observability 2024: Overcoming complexity through AI-driven analytics and automation strategies, a report from Dynatrace ...

April 15, 2024

Organizations recognize the value of observability, but only 10% of them are actually practicing full observability of their applications and infrastructure. This is among the key findings from the recently completed Logz.io 2024 Observability Pulse Survey and Report ...

April 11, 2024

Businesses must adopt a comprehensive Internet Performance Monitoring (IPM) strategy, says Enterprise Management Associates (EMA), a leading IT analyst research firm. This strategy is crucial to bridge the significant observability gap within today's complex IT infrastructures. The recommendation is particularly timely, given that 99% of enterprises are expanding their use of the Internet as a primary connectivity conduit while facing challenges due to the inefficiency of multiple, disjointed monitoring tools, according to Modern Enterprises Must Boost Observability with Internet Performance Monitoring, a new report from EMA and Catchpoint ...

April 10, 2024

Choosing the right approach is critical with cloud monitoring in hybrid environments. Otherwise, you may drive up costs with features you don’t need and risk diminishing the visibility of your on-premises IT ...

April 09, 2024

Consumers ranked the marketing strategies and missteps that most significantly impact brand trust, which 73% say is their biggest motivator to share first-party data, according to The Rules of the Marketing Game, a 2023 report from Pantheon ...

April 08, 2024

Digital experience monitoring is the practice of monitoring and analyzing the complete digital user journey of your applications, websites, APIs, and other digital services. It involves tracking the performance of your web application from the perspective of the end user, providing detailed insights on user experience, app performance, and customer satisfaction ...

April 04, 2024
Modern organizations race to launch their high-quality cloud applications as soon as possible. On the other hand, time to market also plays an essential role in determining the application's success. However, without effective testing, it's hard to be confident in the final product ...