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In the Age of the Customer, get out of your employees' way

David K. Johnson | Jan. 21, 2014
Your company's value zone has more to do with the employees who deliver your services than the services themselves.

Technology leaders in the Age of the Customer must ask: What can we do to help you?
After getting the organization's and people's limitations out of the way, answering the fundamental question of "What can we do to help you?" may be the single most important change you can make in transitioning your organization into the Age of the Customer. My job as a workforce technology analyst is partly to know what questions to ask of your value zone employees, but also how to help you achieve the conflicting goals of getting obstacles out of their way with more autonomy and freedom, and having less for IT to manage in making it happen. Our research on the workforce technology landscape we call Digital Workspace Delivery Systems is intended to do this. I look forward to sharing the results of our work with you in the weeks to come.

 

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