User Experience

How to Improve Employee Engagement and Profitability (Think Customer Service)

The U.S. stock markets are reaching new highs as the 2008 economic crisis and the slow recovery that followed give way to record profits. But that profitability has come at a cost in employee engagement that could make it difficult for many enterprises to continue to grow profitably. That’s the[…]

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Great Customer Experience Starts on the Inside

As products and services become increasing commoditized and difficult to differentiate, delivering a great customer experience becomes more crucial in winning business. Companies like Apple and Nordstrom are known for their focus on the customer experience. But businesses of all types are beginning to recognize the importance of that experience[…]

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The Other ERM: Enterprises Recruiting Millennials

Millennials will significantly increase their proportion of and importance to the enterprise workforce over the coming decade. They bring with them different expectations about the nature and structure of work, the use of technology, and work-life balance issues than preceding generations. Yet many organizations remain woefully unprepared for this influx.[…]

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Four Ways ERM Improves User Experience with Enterprise Services

Creating internal business applications at the enterprise level typically involves gathering requirements from users, developing (whether those developers are inside or outside of IT) an initial application, collecting feedback on that version, and iterating from there. The focus of both the development and the feedback is typically on functionality and[…]

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How to Improve MRO Supply Management with ERM

Like their counterparts in IT, those who work in facilities management or MRO (maintenance, repair and operations) can improve service delivery time, reduce manual request processing efforts (and associated costs), and improve the user experience by enabling simple user self-service. Many such operations today, however, are either still using non-automated[…]

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Seven Ways ERM Helps Reduce Shadow IT

Shadow IT—that is, non-IT workers building or buying business technology without the knowledge or approval of an organization’s IT function—can be costly. Circumventing IT in the procurement of workplace tech often results in redundant and wasteful spending, as well as introducing data security and compliance risks. According to recent research,[…]

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How ERM Helps with Employee Recruitment and Retention

Enterprise request management (ERM) is more than just a business improvement strategy for reducing internal service costs, accelerating fulfillment, and optimizing complex processes like new employee onboarding. Centralizing, simplifying and automating employee provisioning through a single intuitive portal can also help organizations attract and retain top talent. Along with culture,[…]

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What is a Service Level Experience?

Anyone involved in IT knows what a service level agreement (SLA) is: a negotiated agreement between a group delivering services and the group receiving them, specifying the time period within which a service will be delivered or completed (among other details). A service level experience (SLE), however, is something different.[…]

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