Een van de belangrijkste factoren voor succes in uw enablement-strategie is de focus op uw werknemers en hoe zij het beste uit zichzelf kunnen halen. Om waarde te creëren voor dienstverlenende organisaties dienen we verder te kijken dan hun operationele kernprocessen en ervoor te zorgen dat medewerkers dienstverlening krijgen die probleemloos, productief, persoonlijk en voorspelbaar is.

2. Workforce Enablement is the Key to
Improving Customer Experience
Elinor Klavens, Researcher
1 June, 2016

3. Truth # 1
Customer Experience is the New
Rosetta Stone
…and we need to translate service
delivery

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Agenda
› Strategy – Deliver great internal and
external customer experience
› Manage – Understand employee
motivation
› Broker – Deliver the services your
employees want and need

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Agenda
› Strategy – Deliver great internal and
external customer experience
› Manage – Understand employee
motivation
› Broker – Deliver the services your
employees want and need

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Revenue Impact
Of Increasing
Customer
Experience Index
Score By
1 Point
Source: Forrester’s Customer Experience Index Online Survey, US Consumers Q1 2015 Annual incremental revenue per customer*
*This analysis shows the effect on revenue potential of increasing CX Index scores by one point from the industry average CX score. Curves for individual brands differ from this industry
curve. For brands that don’t have a linear relationship between CX and revenue, the revenue effect of improving CX by one point will vary greatly depending on the CX score that serves
as the starting point for this analysis.
†Number of customers represents number of customers of a big player in the industry based on inputs that include Forrester’s Consumer Technographics®, Forrester’s analysts, and
publicly available industry data.
‡Excluding Apple due to the high difference in price points

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“Every business is a technology business. Whether
it’s taxi cabs or taco delivery, today’s enterprises are
urgently figuring out ways to manage the growth of
information technology and to turn its disruptive
potential to their advantage”.
http://www.wsj.com/articles/marketplace-section-renamed-business-tech-1424138463

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Not all leaders will embrace digital transformation

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The Customer Obsessed Operating Model

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Agenda
› Strategy – Deliver great internal and
external customer experience
› Manage – Understand employee
motivation
› Broker – Deliver the services your
employees want and need

13. Truth #2 –
The way people work,
and their expectations,
are changing

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Where employees work continues to shift

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The Elephant in the Room
Service Culture has invaded all parts of the business

16. Looking for Information
is a major part work
“Highly skilled knowledge
workers spend 20% of their
time looking for internal
information or tracking
down colleagues who can
help with specific tasks.”
Source: McKinsey Global Institute
http://www.mckinsey.com/industries/high-tech/our-insights/the-social-
economy

17. …but in knowledge work, they’re not.

18. To provide great products and service is
a choice employees make every day...
Source: https://commons.wikimedia.org/wiki/File:Southwest_524_N398SW_Boeing_737-3H4_SJC.jpg

19. What is the greatest source of workplace
happiness?
Getting things done.

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A typical work day for most of us…

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Workforce enablement helps employees reach flow

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Agenda
› Strategy – Deliver great internal and
external customer experience
› Manage – Understand employee
motivation
› Broker – Deliver the services your
employees want and need

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Broker
EcosystemEcosystem
TM
(DevOps,
EA)
TM
(DevOps,
EA)
WorkforceWorkforce
DemandDemand
SupplySupply
Technology
Management
Technology
Management Line
of
Business
Line
of
Business

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Service
Management
Incident
problem
change
Workforce
Enablement
Event
Financial
Knowledge
Analytics
Augmentation

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Service Delivery Improvement Model
Pain
Free
Productive
Personalized
Predictive Workforce
Enablement

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Pain Free- Examine the Journey of requesting
and receiving service

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Productive
Provide searchable content

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Q: When you tried to solve your
technology problem which of the
following did you use?
Source: Forrester’s BT Devices & Security Workforce Q1 2015
Q: Generally when you are at work
and have technology problems
which of the following is the first
point of contact to help solve your
problem.
1%
2%
42%
56%
Other
External source
Contact company
help desk
Try to solve
problem myself
PRODUCTIVE – Enable Self-Help
64%
25%
18%
7%
10%
Knowledge management
IT Service request portal
Internal document
sharing site (e.g.…
IT Service catalog
Other

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PERSONALIZED – offer customization

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Personalized
Marry Demand and Supply into a Service
Service App Store

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PREDICTIVE– Metrics that matter

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Predictive

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Pain Free
Productive
Personalized
Predictive
Effectiveness
Ease
Emotion
Your Goal
is Flow
Delivering the
value your
customers want
by measuring with
the 3 E’s
Design your
services for
consumer value
with the 4 P’s
Strategy Manage Broker

34. forrester.com
Thank you
Elinor Klavens
eklavens@forrester.com