May 6, 2021

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BrandPost: How to Turn Experience Analytics into Actions

How many employees have ever asked IT to collect more analytics? The answer, as you might have guessed, is somewhere around zero. Yet, IT is constantly collecting data with evermore zeal, believing it is the best way to measure their value and offset threats to budgets.

It’s time to see analytics for what they are: A means to an end

Of course, analytics are important, but they are only practically useful when they get IT to do something about a less than satisfactory digital experience.

Take, for example, how a typical service desk measures effectiveness. Their mean time to remediation (MTTR) looks good, so they report that end users are happy with IT support. However, an employee sentiment survey paints a different picture: Employees believe issue resolution should be much faster.

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