Trends Report

Gear Up For Next-Generation Service Support: Millennials Are The New Frontier

Prepare Your Service Desk For The Demands Of This New Workforce

May 2nd, 2016
Elinor Klavens
Christian Kane
With contributors:
Eveline Oehrlich , Shanta Samlal-Fadelle , Vanessa Wegner , Rachel Birrell


Millennials are becoming the largest demographic group in your workforce. Their experience with digital technology shapes their expectations of and behavior in the workplace. I&O professionals must support Millennials' communication, technology, and information needs with new service desk models, such as self-help options, genius bars, and improved information access. This report helps I&O pros determine how to expand the scope and delivery of their services to meet Millennials' needs with unique and beneficial service experiences.

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