Employees are consumers too—they fly JetBlue, ride Uber, shop on Amazon, stay at high end hotel chains and spend money with Apple Pay. On a regular basis, they interact with companies that deliver a great customer experience. But when they come to work, they don’t find this same great experience from their company’s service desk, which hurts their productivity and overall work satisfaction. Poor productivity leads to frustration, which is often projected onto customers. To overcome these challenges and more importantly, provide a better employee experience, businesses are starting to look to smarter technology and enhancing service processes to attract and retain talent.
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Source: IT Strategy