Service Catalogs: Personalizing HR Service Delivery in the 21st Century

As consumers, our expectation for personalized service increases continually. When we call our bank, we expect them to know our complete financial background, past and present, and to answer our questions accordingly. When we Google “pizza delivery,” we’ll likely see a map tailored to our own town, marking the neighborhood pizza restaurants that will deliver to our home or office.

The Internet seems to know a lot about us, and it answers our questions accordingly. Personalization is becoming the norm; we expect it more.