Employee experience
Trends and insights about uncomplicating experience for employees
The stakes of IT are different in health care
For cancer clinics, hospitals, and pharmaceutical companies, service management is part of the care delivery chain
Laura Rich
4 min read
The bottom line for trust in financial services? IT.
When legacy IT systems work against employees at financial institutions, the consequences reach far beyond the help desk
Laura Rich
4 min read
AI transformations fail when they forget about people
Tools alone don’t make for successful service management. Wendy Turner-Williams lays out a people-focused AI transformation plan for leaders.
Howard Rabinowitz
4 min read
The mid-market’s $16 billion drain
Mid-market organizations are investing more in AI than ever. Complexity is consuming the returns before they arrive
Laura Rich
3 min read
How to build a service transformation culture
The secret isn’t in the software, it’s in the way you treat your people
Dan Tynan
5 min read
How Freshworks runs HR like a service organization
Freshworks Chief People Officer Johanna Jackman on bringing HR onto Freshservice to streamline operations, improve employee experience, and unlock higher-impact work
Laura Rich
5 min read
In manufacturing, ITSM is part of the supply chain
Fragmented and siloed systems, manual processes, outdated workflows—today’s manufacturers have no time for this
Laura Rich
4 min read
Why 47% of your workforce is working in the dark
An analysis of IT requests shows the rise of a “ghost shift” as flexible jobs have extended the workday. IT support isn’t keeping up.
Srinivasan Raghavan
3 min read