An IT service desk is an integral part of an organization’s IT operations. It’s relevant for entities of all sizes, and plays a key role in making sure that IT services meet key business objectives. In an organization, a service desk also acts as a catalyst for digital transformation, which is a major trend affecting almost every industry. In a recent report from Forturum, 41.4% of their respondents (companies) had a dedicated digital transformation team.

For many employers, Gen Z is a bit of mystery. There’s no question that these young employees – between 18 and 24 – just entering office workplaces are driving the desire for more technology solutions integrated into the company. Communication, collaboration and scheduling tools are all on the list of what Gen Z wants. It’s not a surprise, given that these workers spend 10 hours on their mobile devices – every single day.

Blackhawk Network may be the most omnipresent company you’ve never heard of. As the market leader in card-based financial solutions and the largest provider of 3rd party prepaid cards, you’ve probably purchased or used one of Blackhawk Network’s gift cards, without ever knowing it was them. That’s how they like it.

Six key trends are transforming customer service—Here’s how to translate them into real business value Today, digital transformation across the enterprise is impacting customer service. The most successful companies are evolving customer service from single-channel or non-integrated multichannel into a dynamic platform for customer experience.

The new customer-centric customer service model—it’s all about resolving customer issues not efficiency and savings Are your customer service strategies shifting to align with enterprise digital transformation efforts across the business? If you’re still measuring customer service success based on how efficient and cheap it is to meet the needs of your customers, the answer likely is no.

Customer service is changing. As we mentioned in our last blog post, channels don’t matter as much—the focus has shifted to customer service effectiveness instead of efficiency.  ThinkJar’s Esteban Kolsky recently spoke to customer service practitioners as part of his annual research project about the state of customer service. According to Esteban, practitioners identified six critical trends fueling customer service innovation.