Improving customer experience
Regardless of how well an organization has optimized its processes and streamlined its services, these improvements are irrelevant if they do not tangibly affect the ability of the organization to deliver a great customer experience. In this section, we will highlight the levers of customer experience that can be pulled to improve it and how ServiceNow plays a role.
Where customer experience can improve
Whether it’s an IT organization at a small organization or a globe-spanning product company servicing millions of customers, the improvement of customer experience is an oft-pursued goal when it comes to ServiceNow transformations.
The issues that organizations are looking to resolve typically follow a few key themes.
Providing a non-fragmented service experience and a single place of service
Service portals and digital storefronts are all concepts related to solving a common customer service problem – how to provide a user...
