IT Experience Management ITXM

Welcome to the service management show from the team here at EIC code my name is Gary Blau I'm uh it service management practice league with EIC code and in this episode we're going to be talking about customer experience uh for service management teams and I'm joined by Charlotte would you like to enjoy introduce yourself Charlotte hi thank you Gary I'm charlot alexand rich I work for elements apps uh based in France uh and I'm the parttime manager for a bit more than a year and a half now excellent right so um what we're going to do today is just talk a little bit about what customer experience is we'll talk a little bit about xlas which is something that you may or may not have come across uh and we'll just sort of discuss about some of the stuff you can do with um things like uh jir for example to help you track those xlas but so first of all start with the basics what do we mean by customer experience in a service management context um so yeah customer experience is really important nowadays like companies like Salesforce they build reports uh on that last year and they said that 80% of U of customers say that the experience is really core in what they are looking for even if you provide a great service in terms of uh quantity if the quality behind it is is not good basically we they will just switch to another service and try something else I mean like it's kind of the same for every people if you're going to a really good restaurant if the food is good but the waiter or the service is bad you won't go back so it's kind of the same as well for customer experience in J service management that's a really good analogy actually about with the with the restaurant think about it and um the you know I I've I've kind of you know as part of some research on this topic I I've noticed that you know it's almost something that the service management Community is playing catch up on you know as you said there's so much focus on the quality of the delivery in terms of like you know meeting an SL get it done by this time being quick and let's focus on the outcome and the experience for the customer what what sort of ways can can we find out from the customer what their experience has been so basically this has been theorized uh with what we call the watermoon effect so basically the watermelon effect is that maybe you have SLA in your JRA service management so if you check all the box with the time remaining and stuff like that this is green but it doesn't mean that the customer had a really good experience so it's red on the inside so basically the goal is to be more like a kiwi so green outside and green inside as well to be sure that we provide a complete and full uh experience whether on the quantitative side of it with the slas but taking more into account different uh topics and categories to be sure that uh the customer is also really happy with its experience it's basically taking the customer uh or the employee uh from a project uh perspective or Centric View to a more human Centric user experience based on their needs and uh what they really want and to be sure that they are happy with the service okay and I've read that you know in terms of like customer experience the sort I mean the restaurant analogy is very good as well that you gave the sorts of thing people are looking for are sort of you know if they speak to someone they want it to be in a kind of friendly tone they want to feel valued in the conversation they have um they want to feel like they're being listened to want the communication to be two-way and accurate these are the kinds of traits aren't they that customers are looking for yeah uh people are really like with all covid and stuff like that we are more like in a Dem materialist in uh uh world now so basically the interaction between people are more and more important and that's uh where we need to add values and to the customers to feel like he's being listened to and yeah improve his Global Experience as well Co now um I mention I used the term earlier about xlas and slas um first of all what is an xlaa and what sort of measures can we use to actually track uh xlas so basically uh xlas are experience level agreement so it's really how to deliver satisfaction and value so we're not uh putting aside uh SLA it's really important to uh know that we are taking SLA it's taking them beyond what it currently is so basically you uh have to take into account uh three different types of data you have to take a in account uh experience uh data based on sentiment and shape of experience but also the operational data and the technical data so classical SLA so with uh our new ads the marketplace elements spells we decided to take into account three four different types uh of uh insights uh so we uh take the customer satisfaction so it's really to evaluate the user contentment uh the uh with the supports uh we provided uh through loyalty satisfaction metrics so with that we have a survey part where and we currently analyze uh cat NPS uh we have the second uh measure we take into account is service quality to really measure the effectiveness of the support through reest volume through response time efficacity and abundent rate as well that's something that's really important the FR metric is the classical SLA because it's still really important to not the timeliness and uh accuracy of the response uh the service provided and last but not least also the productivity of the team assess the efficiency in resolving uh request uh issue considering uh the first uh contact resolution the frequency of the followup basically that's all the things that should we gather to build a overall uh numbers uh but we can also like taking into account only one or two different types uh depending on the focus but also where the customers are in their Exel journey and those those kind of four different um I call them metrics one better word those kind of four different metrics you talk about they kind of give you that overall view then don't they for the customer experience yes basically we have uh in the product we have that four core uh types of metrics we have another part on survey where you can build your own survey So currently we have a cat and NPS uh included in the app and then when when you have all those data it's really important for the it teams the support teams to have uh actionable you know metrics like when you have the data what do you do with them how do you improve and we have also a goal uh Parts in the app so you can see where you were in the past when you where you were last month and where do you want to get like it's really important that we Al so uh um project that will solve in the future uh for the service management team and really see yeah what they want to achieve uh in the future yeah interesting and I know um you know uh many of us when we fill in a request for something you know we we purchase something we get sent these surveys to complete often their either net promoter School surveys which is the you know would you would you recommend this service to somebody else type things and there's the the customer satisfaction ones aren't they the the cats and you mentioned so so the in your development of the uh of the of the pulat so you you support both of those don't you was there a conscious decision to do that is it common for most companies to use both both types of survey yeah basically we build the apps by uh doing interviews of uh customers and partners uh inside the ecosystem but also outside of the ecosystem to really know the bigger picture of uh xlas so so these are the two most common uh types of survey uh cat are built within JRA so it's a really native uh function so we take into account the native JRA cat results and customers can also um uh so the it manager can also build inside our apps The NPS and you can build different types of NPS that are currently uh triggered manually uh and in the future we are planning to to uh Implement different types of survey because we know that's a really important part so uh basically the it manager would be empowered uh by creating the right survey for his team and for the needs uh for its needs yeah and obviously different um service management use cases would use different levels of survey wouldn't they an internal service desk I imagine the survey would be quite light yeah there is a an external customer one you'll probably want more more information back yes and that way of improvement and basically in the coming weeks there will be more uh on that topics with the apps that's really a developing part but what we really want to do with uh the product is really to co-construct and co-build the road map with uh feedbacks uh from customer from Partners from people who used or tried the app uh it's really important for for us to con Co construct it okay cool and it's it's worth mentioning so the elements pulse app that um Charlotte's mentioned there it's it's brand new isn't it it's like super duper new it's only just been released yeah it has just been released uh on the marketpl at the beginning of June uh 2024 so for the moment it's more like an MVP product and uh uh we really want to take it further and to continue investing on it and that's that's what you're saying you know you won't you want you almost want customer feedback for your app so that then you can you know you can feed that back into to the loop yeah yeah it's really important for us to to stick to the market needs and to the user needs because uh they are the field and they will be the one using the app so it's really important that it's really use uh it they use it and it's yeah there there need I'm going to ask you a really sort of difficult question now sort of looking forward you know and thinking about xlas and the way and and your app how do you see things like Ai and chat Bots affecting things like customer experience do you think people will become Jaded by them and so customer experience will will be more of a challenge or do you think it's something that can be used to kind of Empower customer experience uh I really do think that the AI can uh it's complimentary from xlaa and we can definitely work on combining the two of it it's really important also for the customers to have a a human I would say be behind it so I don't see it as an opposite two things but it had more like a combin combination of the two that can bre like good customer experience yeah okay that's interesting because I know again some of the research I did before the show I was reading things you know there's quite a lot of particularly people in the customer experience field um you know there there's there's one body that are looking at it as you said as an opportunity as a complimentary uh experience and there's another body that's looking at it thinking actually people are going to become because chat boss have been around for a while and people generally hate chat boss you know so um it's interesting but yeah I think with as these AIS become more natural I think people will become more uh welcoming of them if you like you know as long as you're getting the result you want from it and and you know you can speak to a human if you need to if the chat if the AI is intelligent enough to solve your problem then why not enhance the experience yeah yeah I totally agree and I can solve your problem uh why why not if the customer is happy with his experience like it's it's it's a win-win situation so sure surely definitely okay um right so and and do you want to um sort of finish up we'll just talk a little bit you know you mentioned the the app a few times elements pulse on the market place so um you know it's only just been released I appreciate that but um what sort of feedback have you had um or already from customers so basically one of the uh biggest feedback we currently have is that on element SP to trigger the survey for the moment it's really a manual uh it's manual you have to go in the action menu button on the side and Trigger it uh so the the development team is already working with the compatibility with automation uh to automate that part as well uh we had also feedbacks on creating more types of surveys so the team will really concentrate on that part to be sure that we are we stick to their to their needs as well and so from there we'll see as well uh we have a lot of uh ideas but we'll just see the the traction and the the feedback from customers and users to re improve the app and that's where you will be all important for us definitely and and I know with any kind of um apps kind of app is collecting data there's always a concern about where the data is held and how security is but the beauty of your app is it's a it's a pulse sorry it's a um it's a forge app which means the data just sits within your instance nothing leaves your instance does it and that's the yes yes completely at elements we really think we are really parts of the atlassian uh progress and development and we try to stick with them as well on that side so all our new apps will be buil on Forge uh so yes uh element spells is a forge app and it's uh trying to get inside the the bugm program as well to be sure that we have all the security and uh privacy compliancy and as a company uh we built a trust uh Center for people who wants to know what we are doing with datas and who are the third party software and everything and we also uh have the so two type two certification to reassure a customer with yeah security and privacy excellent um so where can people find out more about uh elements pulse so basically we if they want to have more knowledge about uh excla what it is how to use them and to try to evaluate also where they are in the customer experience uh uh scales we have blog post on our website that they can uh read and if they want to discuss as well with us uh the product manager mat is open for uh discussions um I'm also available for CH and for a demonstration and obviously the app uh is available on the marketplace brilliant thank you very much right so I think we'll wrap things up there so um just leaves me really to um thank Charlotte for joining me on this uh chat about customer experience a few things um bit of housekeeping really so if you enjoy these podcasts I know they're on LinkedIn and YouTube and all kinds of places do share them with your colleagues and friends and do leave us feedback in the comments uh we do read all the feedback we get uh do like and subscribe to the video if you're on one of those platforms where you can do that um and uh yeah so just thanks very much for joining us again this month we'll be back next month uh with another service management show so I do hope you'll join us then thank you