Author: John Leigh

When thinking about customer experience (CX), the mind turns first to how interfaces and interactions relate to paying customers. But businesses can’t serve those customers unless their internal customers – employees, partners, and contractors – have the tools they need to deliver what the business promises. The pressure to deliver on CX is acute among software providers and the companies they serve alike. Software providers face ever-loftier usability standards as users familiar with slick consumer interfaces expect the same of their enterprise systems. Barriers to software-development entry are low. Software-as-a-Service (SaaS) has made switching platforms much easier and cheaper than…