The idea behind the Service Catalogue has been intoxicating for IT organizations. Give people a simple list of services to choose from and then deliver them, lowering costs and increasing efficiency in the process.
But there is a fundamental flaw in this model. We have entered the "experience age" where customers want much more than a simple order form. They now measure their satisfaction based not solely on simplicity, but on the totality of their experience. In this session, Charles Araujo describes how customer attitudes and expectations are shifting, the "Four Moments of Truth" in a customer experience and the three ways that you must change your approach to a Service Catalogue to adapt to this future.
Watch the live recording of the webinar on Three Steps to an Experiential Service Catalogue by Charles Araujo