In this presentation, Alan Nance and Declan Hamilton will use data from six recent case studies to reveal what the Next Generation Experience Desk (NGED) looks like in practice.
Working to XLAs, Alan and Declan will show the journey that companies like Capgemini, Rolls-Royce, CGI, and Volkswagen have taken to evolve their service desks into NGEDs.The critical elements of the NGED are Learn, Inspire, and Deliver. Declan, one of the world’s foremost service-desk transformation experts, developed and implemented this concept and, working with Alan, has created a practical implementation strategy to achieve an Experience Desk that supports business revenue by elevating the value of authentic people, emphasizing flow, and reducing costs.

In line with the XLA Institute core values, NGED is based on human centricity, organizing for the fastest value first, Outside-In thinking, enabling technology at speed, and innovation at scale.
Implementing an NGED means deploying an Experience First strategy that delivers proven benefits:

We have recorded the following outcomes in our case studies:
•Credibility as a Business Partner
•20% increase in customer productivity
•30% Increase in incidents closed on the first call
•Eliminating waste: typically, +/- 30% call volume reduction
•Reduction in Service Desk attrition by at least 50%
•Optimizing workflow: usually a reduction of 70% in handling steps
•Increase in the use of self-help (up to 300%)

Takeaway

At the end of this presentation, attendees will take away the following:
1. I now understand what a Next Generation Experience Desk (NGED) entails
2. I understand how value is created and sustained in an NGED.
3. I understand how XLAs drive the design and workflow
4. I understand how to distinguish between demand types
5. I understand the concept of authenticity squares
6. I understand the concept of a customer-driven knowledge and value sequence
7. I understand the concept of variation in our response to customer demand