Our October Boise ITSM talks meeting featured another industry thought leader and wonderful guest speaker, Rae Ann Bruno. Rae Ann is very well known for her knowledge and insight related to Customer, User and Employee experience, and often teaches the Essence of Experience/XLA classes for ITSM Academy. Rae Ann’s presentation was titled “The IT X-Factor”, and the description for it is as follows:

IT is the “X Factor” in Successful Experience Initiatives

Too often, organizations focus on the Customer Experience without having a comprehensive, all-company-encompassing strategy. Instead, business leaders run Customer Experience Initiatives which consist of company goals geared toward the customer experience. Human Resource departments run Employee Experience initiatives that focus on employee satisfaction survey results and IT continues to improve services and operations on a project-by project basis. This approach creates siloed efforts with limited success.

IT’s role in Employee and Customer Experience initiatives is NOT “To provide technology solutions!” Success is not limited to changing technology solutions; it’s a matter of changing the entire, end-to-end experience. When companies take a holistic approach and include IT as a strategic partner in experience initiatives, they are far more successful.

Attend this session to learn how IT can be the “X factor” in ending the siloed approach and increasing success.

The recording of Rae Ann’s presentation can be found here: https://youtu.be/Y2hSEe5bvPk