Workplace self-service revolution is centered on customer experience

The belief that most organizations start their self-service journey with is; deploying huge enterprise systems will work because employees will log into systems to have their requests served. Interestingly, a Forbes article quoted industry analysts on how such a model leads to a system overload that eventually ends up undermining business productivity.

https://www.thoughtworks.com/insights/blog/workplace-self-service-centered-customer-experience