The primary issue is the misalignment between operational goals and corporate business objectives. Often, operational managers are not involved in corporate planning and strategy. They need to understand how their operations contribute to and impact corporate goals and strategies.

A seamless on-boarding process is crucial as it sets the tone for the entire customer relationship. It is the first demonstration of the quality of service your customer can expect, laying the foundation for future interactions. A poor on-boarding experience can undermine customer confidence and loyalty from the start.

The Service Desk is frequently overlooked for investment and often staffed with lower-paid employees. However, it plays a crucial role as the window into the customer experience, understanding customer issues and behaviors. A well-managed Service Desk can collaborate with leadership to improve delivery, quality, and efficiency, ultimately lowering costs and enhancing customer satisfaction.