Tomorrow's service desk must excite users

TODAY, digital technologies render organisations increasingly transparent, thereby reducing the layers between stakeholders. Similarly, customer profiles and expectations are rapidly changing as mobility and social collaboration become table stakes. As a result, enterprises must meld their internal structures - both human and technology resources - to more effectively serve internal users (employees) and external users (end customers).

Imagine you are the managing director of a global bank and waiting at the airport for your connecting flight, trying to schedule a flight for the following day using the bank's travel application (app) on your smartphone. Unfortunately, the app crashes three times in a row. So you are about to call your secretary to help you complete …