Designing Delivery: Rethinking IT in the Digital Service Economy
As society transitions from a product economy to a digital service economy, software is increasingly essential for navigating everyday life. The quality and value of the service experience will depend upon how easily customers can use software to accomplish their goals and satisfy their needs. In this pragmatic book, Ingineering.IT founder Jeff Sussna introduces revolutionary concepts in the design and delivery of digital services. He shows that service quality is not just about designing capabilities, but about making—and keeping—promises to customers.
This book is for industry leaders and organizations that need to understand and successfully navigate this transition in order to make IT a full partner in the customer brand conversation.