What Are Some Factors DWS Leaders Consider When Making The Decision To Purchase Services

July 11, 2023

As organizations look to strengthen their Digital Workplace Services through purchasing new services or through optimizing existing services, they are struggling to make sense of the landscape. With new emerging technologies, it has become difficult to identify those key areas to focus on when either making the decision to purchases new services or when trying to understand where the focus needs to be applied to existing services.

Below, you will find a sample set of focus areas that DWS purchasers, as well as DWS leaders, need to focus on

Omnichannel Support and The Shift-Left Strategy
- Self-service
- Virtual agents, chatbox, virtual personal assistants
- Peer to peer support
- Walk-up support
- End-user experience simplification
- Intelligent automation
- Sense and Heal

Client Experience
- Connected employee experience
- Employee centric service
- Experience level agreements
- Focus on business outcomes
- Client experience office
- Outcome-based contracts
- Client business impacts
- Customer satisfaction focus
- Client journey management, Journey maps, change management, adoption

Reporting and Advanced analytics
- Data and analytics, data science
- Service management, services excellence, operational excellence, delivery excellence
- Digital experience management

Journey to the Cloud
- Bring your own device, virtualization
- Cloud software as a service support
- Unified communications as a service

Performance-based relationships
- Outcome-based pricing models
- Client references

Diversity and inclusion programs
Skills and capabilities
Employee experience
Co-creation and design thinking
Knowledge-centred services
Total quality management systems
Remote services
Zero-touch
Experience level agreements, experienced-based metrics, business-oriented metrics
Two In a box