March 11, 2020. Does that date ring a bell? For many, it won’t soon be forgotten. It’s the day when many companies across the globe closed their doors to keep workers safe from the pandemic. ServiceNow employees were told, “Be safe and go home.” This marked the official beginning of our work-from-home experience, one that turned our work lives—and many personal lives—upside down.
In an age when customers voice their dissatisfaction by ranting on social media or quietly taking their business to a competitor, it’s more important than ever to keep them engaged with—and coming back to—your brand. At ServiceNow, we’re committed to helping you workflow a better customer experience. Learn practical, attainable ways to engage your customers through these four webinars.
As the world begins to emerge from the COVID-19 pandemic, more and more business leaders are focused on preparing for future crises. This is driving a workflow revolution as companies strive to stay both agile and resilient. Against that backdrop, ServiceNow Chief Innovation Officer Dave Wright facilitated a panel of experts from the public sector, healthcare, and technology industries.
Knowledge 2021 has been two fantastic weeks of keynotes, panels, and discussions that brought together experts and thought leaders from every industry across the globe. We’ve experienced engaging digital presentations, been inspired by stories of digital transformation, and learned about the incredible power of workflows.
Over the past year, organizations worldwide have seen an increasing number of cyberattacks. Phishing and vulnerability exploits continue to be leading attack channels. The content adapts to the times (COVID-19-related phishing, for example), but the attack channels themselves are not new. Combating these attack types requires a focus on transforming security operations and response.
Today’s business demands that IT transform from a cost center to an innovation engine. To foster a business mindset, IT leaders need full visibility into operations so they can achieve desired business outcomes. At ServiceNow, we run IT like a business to deliver value quickly, improve productivity, and create great user experiences. The CIO Dashboard is one of the capabilities our IT leadership uses daily to advance business outcomes that help us scale.
The pandemic has undoubtedly accelerated digital transformation for organizations of all sizes and across all sectors. With that change, Canadians’ expectations for streamlined, simple digital services are shifting, too. Citizens are now looking for consumer-grade experiences from government. With demand for digital experiences increasing across all generations of Canadians, government has an opportunity to streamline their services for the digital age.
AIOps isn’t an IT magic wand, but it sometimes works like one. One day last fall, our IT ops team was heads down on a major cloud migration project. Meanwhile, ServiceNow Event Management detected a high volume of alerts from the monitoring system—600% more than usual. That typically means a lot of unplanned work for our IT team, not to mention a delay in our cloud migration schedule.
The Knowledge 2021 Digital Experience, our annual user conference, includes sessions from ServiceNow customers and partners about how they’re leveraging the Now Platform to grow their businesses and reshape their industries.
I’m very pleased to announce that ServiceNow has been named a Leader in the Forrester Wave™: Low-Code Development Platforms for Professional Developers, Q2 2021. We attribute this recognition to our latest low-code innovations and capabilities. According to this evaluation, “ServiceNow has grown to a low-code platform of the first rank. Known for its IT service management solutions, ServiceNow has invested heavily in its low-code tooling and ‘workflow platform’ messaging.
Without question, the largest disruption the customer service market has ever experienced happened at the beginning of the pandemic. Millions of customer service agents across the globe were sent home overnight, causing major disruptions for companies that were too reliant on manual processes and tribal knowledge. Agents didn’t have the necessary tools in this new remote environment, and customers experienced unprecedented wait times as a result, with some requests never being answered.
COVID-19 accelerated many of the changes that were happening at work pre-pandemic, setting off a spike in innovation as companies developed new workflows to address these changes. According to ServiceNow’s 2021 Employee Experience Imperative Study that surveyed 3,000 employees at large enterprise companies in North America and Europe, 62% of employees believe COVID-19 will have a significant impact on their work experience for years to come.
I’m excited to announce that ServiceNow has signed an agreement to acquire next-generation observability leader Lightstep. Combining Lightstep’s innovative observability capabilities with ServiceNow’s unmatched Now Platform will help customers better manage software complexity, reliability, and performance while enabling the enterprise workflows that deliver great experiences.
“I can clear your IT bottlenecks” is all it took. When my colleague approached me and asked if my organization would be interested in participating in the citizen developer pilot project, I signed on right away. After all, who wouldn’t want to clear their backlog? [Learn more about ServiceNow citizen developers at Knowledge 2021.] As the director of IT customer success, I lead teams that help deliver transformation initiatives at scale. Fulfilling business needs is also my priority.
Every executive follows trends in their industry to keep tabs on competitors. There’s often equal value in applying insights from innovators in other sectors. Knowledge 2021 attendees can do both. Presentations from companies in five major industries—manufacturing, financial services, healthcare, telecom, and government—will show digital transformation trends in each sector.
Customers expect products and services to work. When they don’t, customers want fast, permanent solutions. But delivering against that expectation is easier said than done. Multiple barriers stand in the way of your organization delivering the seamless experiences customers expect. Let’s explore five ways to improve customer service.
