With increasing digitalization of the enterprise workplace, end-user experience is taking center stage. Today’s enterprise IT is tasked with establishing a workplace environment that mirrors the personal digital lives of employees and leverages coherent next-generation technologies adoption strategy to continuously drive user productivity improvements and business growth.
Yet, Everest Group observes that a significant proportion of CIOs still assume cost-efficiency improvements rather than end-user experience enrichment as the underlying objective function for their workplace transformation strategy and investments, based on a “one size fits all approach”.
Persona-based services have emerged as a valuable tool to drive a certain degree of user contextualization within workplace services through clustered offerings. However, the model still only offers a step change in user experience levels, and does not solve for the core issue of workplace support being delivered in a reactive manner leading to significant business productivity losses.
Everest Group believes that the future of workplace support will be characterized by data-driven personalized services aimed at addressing the specific on-ground challenges, requirements, and experience of individual end users. Such a model will have data-driven processes at the heart of the workplace strategy, leveraging a rich set of data from across a multitude of “connected devices” to drive true personalization of services delivered.
This report is aimed at:
Understanding why user experience, and not cost effectiveness, needs to be the objective function of workplace strategy/investments in today’s digital world
Analyzing the limitations of persona-based services – why the concept is not the answer to the “user experience” conundrum
Establishing the need for “data-driven personalization” of workplace services/support
Implications for the broader market with regards to the journey towards personalization of enterprise workplace
Enterprises are challenged by intensifying competition, uncertain macroeconomic environment, digital-savvy nimble firms, and ever-increasing demands of digital-native consumers. They are leveraging digital technologies to tackle these challenges and…
