The CIO’s Role in Stellar Customer Experience – Hunter Muller

The role of the CIO has shifted dramatically in the past few years, from the traditional focus on “keeping the lights on” to playing a more strategic part in aligning IT with the business, as well as embracing trends like the consumerization of IT.

Yet in his new book The Big Shift in IT Leadership, author Hunter Muller “contends that many CIOs remain focused inward, only concerned with technology,” according to Anita Bruzzese on The Fast Track blog.

The Big Shift in IT Leadership: How Great CIOs Leverage the Power of Technology for Strategic Business Growth in the Customer-Centric EconomyAs Bruzzese writes, “The best CIOs, (Muller) says, know that results beat out technology. Having great technology doesn’t mean much if customers aren’t having a good user experience.”

Muller believes CIOs should not only contribute their expertise to efforts aimed at providing a great customer experience (for both internal and external “customers”), but to take a leadership role in this area.

He views IT leaders as uniquely positioned for this task, because CIOs “have total visibility across the organization,” and with that access, “have a golden opportunity to help develop innovative strategies and spur collaborations that will have a big impact on the organization’s overall success.”

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Happy Employees, Happy Customers, Higher Profit: How to Get It All With Proactive IT

The link between employee happiness and business results is clear, according to recent research from the Russell Investment Group, Deloitte and others. Happy employees make for happy customers, leading to higher profitability and stock price.

Summarizing the studies in Forbes, Blake Morgan affirms that happy workers mean higher profits, noting “publicly traded companies in the Fortune ‘100 Best Companies to Work For’ list have gained an average 10.8% a year since 1998” (versus 6.5% for the DJIA and 5.3% for the S&P 500 over the same period).

How happly employees mean higher profitsShe further observes that “The same companies invest in employee happiness year after year. The rest continue to not invest. There’s a clear line between companies that get it and companies that don’t.”

While numerous factors impact employee happiness, a proactive IT support strategy can play a key role. Continue reading “Happy Employees, Happy Customers, Higher Profit: How to Get It All With Proactive IT”

Queens Library Turns Page with Improved Service Management

Simplifying request management for employee services increases satisfaction and reduces costs in any type of organization—business enterprises, service providers, government agencies, non-profits, and entities such as museums and libraries, which typically rely on a combination of public and private funding.

Queens Library gets rave reviews for service request portalQueens Library in New York is one of the largest circulating libraries in the United States, with about 1,000 full-time employees spread across 62 locations, serving 2.3 million customers each year. Nearly 11.2 million people walk through the doors, and library staff answers nearly 4.4 million reference inquiries every year.

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Introducing Kinetic Core: The New Foundation for Kinetic Request

Kinetic Data’s director of products Kelly Heikkila is presenting “Kinetic Core — The New Platform for Kinetic Request″ today at the 4th annual KEG (Kinetic Enthusiasts Group) Conference. For those who couldn’t make it to the event in the Twin Cities, or just want to relive the session in blog format, here are highlights of the presentation.

by Kelly Heikkila

We’re excited to have the opportunity to introduce KEG attendees to the Kinetic Core platform and discuss what it means for the next generation of Kinetic Request.

Kinetic Core presentation at KEG 2015Our customers are doing great things with the current version of Kinetic Request—building out not only great service catalogs for IT, HR, Facilities and more—but also developing solutions that extend beyond the catalog. They’re creatively applying Kinetic Request technology in areas like:

  • Facility Check-Ins
  • Project Management
  • Light Inventory Management
  • Marketing Automation
  • Incident Management

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The Enterprise Service Catalog: Expanding Beyond IT’s Origins

Every large organization—whether a university, business, non-profit, government agency, or other entity—develops processes over time to enable employees to obtain the products and services necessary to do their jobs. But too often, these processes vary based on the service needed, the department that provides it, or even the worker’s location. Employees are forced to navigate a maze of forms, online systems and request processes, leading to frustration and wasted time.

In an EDUCAUSE Review article, The Unified IT Service Catalog: Your One-Stop Shop, authors Tamara Adizes, Mark Katsouros, Reginald Lo, Simon Pride, and Karalee Woody, propose a unified service catalog as the solution:

Kinetic Data's internal ERM enterprise service catalog“A unified service catalog provides a single common framework and approach for delivering services across the institution — a one-stop-shopping approach that enables customers to efficiently submit their requests.”

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The Technology HR Managers Want Most

“‘What’s the one thing human resource information system (HRIS) managers hope to accomplish’ with new HR technology?,” Aliah D. Wright asked recently on

The answer, she reported in Wanted: Experience with HR Tech, is to “improve user experience,” based on fresh research from Information Services Group (ISG).

ERM portal combining HRIS plus other enterprise shared servicesThis isn’t surprising, given the link between workplace technology and employee satisfaction. Wright quotes Debora Card, a partner at ISG: “As the ‘war for talent’ heats up, CEOs recognize that their employees—especially Millennials—expect their interactions with HR departments to be as easy and engaging as shopping on Amazon.”

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Nine More Compelling BYOD Trends and Statistics for Business (Infographic)

The bring-your-own-device (BYOD) movement provides the opportunity for substantial cost savings and improved productivity, but also poses potentially significant risks for data security and compliance. To make well-informed decisions, it’s vital for IT and business leaders to be able to quantify these and other metrics underlying the BYOD trend.

The post Five Key BYOD Trends and Statistics You Need to Know exposed the details behind some of these trends and offered recommendations for businesses to respond. This post looks at several more vital BYOD statistics, facts, metrics and trends.

In their infographic BYOD Boom: 2014 Will be the Year the Enterprise Goes Mobile, the team at Egnyte supply a wealth of quantitative data about the BYOD trend, such as:

  • 85% of workers say their smartphone is their most-relied-upon device.
  • The iPhone 5 is 25X more popular for BYOD workplace use than the Samsung Galaxy S4 (for now, at least).
  • Nearly two-thirds of companies already permit employees’ personal devices to connect to corporate networks.
  • By 2016, more than one-third of organizations will stop providing devices to workers.
BYOD in the Workplace - Trends
Source: Egnyte


  • 67% of organizations say they have seen cost savings since embracing BYOD.
  • Employees gain, on average, nine extra hours of productivity per week due to BYOD use while out of the office.

But while offering benefits, BYOD also poses risks:

  • 90% of IT professionals express strong concern about sharing content via mobile devices.
  • Just 30% of companies have approved BYOD policies.
  • Only 15% of companies sanction use of consumer-grade cloud services—yet 58% of employees use them anyway.

To capitalize on the potential service cost savings of BYOD while minimizing the associated risks, enterprises are advised to:

By understanding and acting on specific trends and metrics underlying BYOD, enterprises can best position themselves to capitalize on the cost-saving, productivity and business competitiveness benefits of the movement while minimizing any associated data security and compliance risks.

For more information:

Get the Information You Need to Improve Service Delivery Processes – Kinetic Info

Kinetic Data will unveil its newest product today at the World Wide Remedy Users Group (WWRUG13) event in San Jose. Kinetic Info is a social business service request metrics dashboard. It provides business-function managers and their teams with key service delivery process metrics—such as number of incidents reported, service resolution hours by client or department, and SLA violations—in clear charts that display current data in context with historical results, making it easy to spot trends.

Kinetic Info includes social features that support collaborative decision making. Users can ask questions or add comments to any chart, and all team members are notified by email of new comments and can respond directly. Comment threads are attached to the chart to provide perspective, and are archived and retrievable at any time.

Features include:

  • The ability to define which charts and metrics are most important to a specific group;

  • Data generators that can extract and combine data from virtually any application or enterprise data source to display in charts;

  • Cloud-based architecture for rapid implementation and zero maintenance;

  • The ability to automatically extract data on any pre-defined schedule (e.g., daily, hourly, minute-by-minute); and

  • A clear, simple interface that requires no end-user training.

In an enterprise request management (ERM) environment, Kinetic Info supports analytics and SLA performance monitoring. Learn more about Kinetic Info and read the Kinetic Info news release.