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Digital Experience Monitoring and the Move to Customer-Centric IT

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Digital Experience Monitoring and the Move to Customer-Centric IT
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“The key goal for every IT employee is customer satisfaction”The most successful CIOs and IT teams have empathy for their end users and focus on making sure they’re happy. That’s not just some feel-good message; it’s SAP CIO Thomas Saueressig’s recommendation for running a strategic, successful IT organization today, amid the disruptions of digital transformation. It’s also the plan that is most likely to make IT professionals happy.

“We need to put employee productivity at the center of IT activities,” Thomas Saueressig said in a ZDNet interview. “The key goal for every IT employee is customer satisfaction [among internal employees]. We want to excite them and inspire them.”

Saueressig’s “most important KPI” is the satisfaction and happiness of SAP’s 78,000 global internal end users. “Happiness is a competitive advantage,” he added. If we have happy employees, they will make our customers happy. This is a direct correlation.”

Read the entire article here, Digital Experience Monitoring and the Move to Customer-Centric IT

via the fine folks at LoginVSI

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