Enterprise

service management
trends for 2021
and beyond
Reimagining Enterprise Service Management
(ESM) with Superlative Employee Experience (EX)
The pandemic has
stressed out enterprise
service desks
$3.29 billion 35% increase 60%
The ITSM market will grow ITSM tickets have seen an employees report a
by 7.58% YoY to reach increase of 35% in 2020 which good work environment
$3.29 billion by 2024 was earlier between 3%-5% - Forrester
- Infobeans ITSM Trends 2021 - MetricNet DeepCoding Study

61% 12 days 65%

of employees have Ticket backlogs of enterprise service leaders
reported high stress levels have risen from 7.2 days believe the future lies with
as revealed by to 12 days remote/hybrid work models
UnifySquare, 2020 - konverso.ai - The CX Mandate Report

Source: h ps://www.konverso.ai/blog/impact-pandemic-opportunity-for-change h ps://www.jitbit.com/news/5355-5-customer-service-trends-for-2021/

Why employee Building the
best employee

experience (EX) and ESM experience is the

next competitive
frontier for
go together? companies
- Forbes

66% 77%
of employees felt more of organizations said that
productive when their CX was the primary factor
e orts were recognized for moving towards ESM
- ITSM Survey - HDI Survey

92% 68%
of HR Leaders set of C-level execs
employee experience as show more involvement to
top priority in 2021 digital workspaces
- Isolved HR Survey - Gartner Study

These stats reveal why employee experience is the core driver to producing great CX. Enterprises should invest in strategies that boost employee
experience, morale and give them a cohesive environment to work. Empowered employees make great CX as they are happy and confident themselves .

Source: h ps://itsm.tools/2021-itsm-trends/ h ps://www.forbes.com/sites/lucianapaulise/2021/04/29/92-of-hr-leaders-set-employee-experience-as-top-priority-in-2021/?sh=2078a3996a66

Trends governing be er
employee experience (EX)

Changing nature The digital Persona-based Improved

of workforce workplace people management bo om line

Today’s workforce Today’s workplace is
comprises of millennials virtual and a confluence
and Gen Z who are of technologies, driven
tech-savvy and by collaboration,
performance-oriented openness, making work
and see value in digital mobile and accessible
engagements thereby changing the
core of employee
experience
Newer technologies demand Technology is changing the way
newer skillsets. Employees we work. Most companies are
move between companies in trying to be lean and agile to
search of the right balance. remain relevant and are in various
When employees are given phases of their digital transformation.
productive environments to A well-designed work environment
perform, they hone their talents increases EX, reduces unnecessary
and outshine competition OPEX and pave the way
for accelerated growth

Source: h ps://itsm.tools/2021-itsm-trends/ h ps://www.forbes.com/sites/lucianapaulise/2021/04/29/92-of-hr-leaders-set-employee-experience-as-top-priority-in-2021/?sh=2078a3996a66

 1
Improve EX and Invest in technology-centric
workspaces that increase
business outcomes

drive ESM with these Create tech-friendly workspaces

that handle information, process workflows

four steps
and drives business outcomes

2 People and their employee

experience make great CX
Employees perform be er when their
employee experiences are met

3 Need to bolster and expand the

scope of employee self-service
IT operations and enterprise service
desks should play a more proactive
role in empowering self-service

4 Create an operating model

that boosts EX
Employee experience requires a culture
change; must go beyond organizational
structure, management and metrics

Source: h ps://www.hfsresearch.com/research/break-down-silos-to-supercharge-ex-and-cx-in-tandem/
h ps://www.forbes.com/sites/lucianapaulise/2021/04/29/92-of-hr-leaders-set-employee-experience-as-top-priority-in-2021/?sh=2078a3996a66
EX technology stack for driving
exceptional enterprise services
Engagement layer

Seamless multi-device AI/ML powered digital Real-time access to Always-on collaboration

EX for flexibility in providing associates for employees end-user data and insights across digital channels
anytime anywhere to drive contextual for faster services and of employee’s choice to
services end-user experiences resolutions work smarter
Engagement with end-users Engagement with systems Engagement with team

Enablement layer
Robust technology and End-to-end automated ESM Low-code citizen development
infrastructure for maximum workflows across functions for platforms to rapidly create
service agility and availability superior enterprise e ciency enterprise-ready business apps
How employee experience (EX)
transforms enterprise service
management (ESM) ?
How employees are transformed What’s in store for
in a productive workspace? customers?

Employees are They are Knowledgeable, Personalized services

more confident and customer-centric smart employees that are tailored
show higher and are quick to who go beyond the to their needs and
engagement levels adapt to changes call of duty o er great value

They have a Exemplary service with

positive approach the assurance that
and enjoy what timely help is just a
they do call or a click away
 5 take-aways to
amplify enterprise service (ESM)
outcomes with EX
Companies with 3 Companies that
engaged employees invest in employee
pull in 2.5x more 2 Provide a service 4 experience are 4x
revenues compared catalog experience more profitable
to competitors with Mobile-first Prioritize than those that
low engagement IT services Generate full visibility on self-service do not
levels services, reduce email
- Jacob
Extend IT Services to all roundtrips and increase Empower employees to do
- Qualitrics Morgan
employees wherever they e ciency more by creating the right
are. Improve productivity environment by removing
1 and response times. all dependencies

Supporting
5
multi-channel service Leverage analytics
delivery for insights
Collaboration is the new Build insights and harvest
face of work. Multi-channel actionable intelligence for
Service Delivery improves smarter workflows
IT Service availability

Source: h ps://www.qualtrics.com/blog/employee-experience-stats/
CSS Corp is a global customer experience and technology consulting services provider, disrupting the industry with a unique intersection of
industry-leading proprietary solutions, resilient operations, and innovative business engagement models. It has emerged as a compelling
alternative to the traditional IT and support service providers with its premium service o erings and di erentiated value propositions that solve
clients’ critical business problems proactively. The company is a digital transformation partner of choice for its clients, which include the world’s top
innovators across industries, from mid-market players to large enterprises. Its diverse team of over 10,000 customer-centric thinkers, collaborators,
and co-creators across 18 global locations, is passionate about helping clients succeed through intelligent automation-led outcomes. The
company has overcome macroeconomic headwinds to become the industry’s fastest growing and most awarded company in its revenue range.

Send us an email to info@csscorp.com to know how our digital EX solutions can help you win in 2021.

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