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There’s no doubt that generative AI and the productivity it promises have captured the world’s imagination. We’ve talked about applying AI to just about everything—from those soul-crushing tasks we never want to do again to dreams within our grasp for the first time. Goldman Sachs estimates that generative AI could add nearly $7 trillion to global gross domestic product (GDP) in the next decade.
In my conversations with the ServiceNow partner community, there’s one thing I’m consistently asked: How do we work with you to adapt to the rapid speed of innovation and change? My answer is simple: To truly innovate, you have to understand the trends behind the innovation. ServiceNow recently collaborated with Harbor Research to scan the global marketplace.
IT service providers have historically thought in terms of “technology first,” but that’s changing. More and more of the top technology service providers in Asia-Pacific (APAC) are adopting a customer-centric and industry-oriented approach to how they devise, deliver, and diversify their solutions. That shift in thinking might seem unremarkable. After all, isn’t everyone talking about customer centricity these days?
Generative AI (GenAI) is on track to be the most powerful technology of our time. As such, it’s created quite a buzz. “Generative AI has awakened people's imagination for AI,” explains ServiceNow Chief Information Officer Chris Bedi. “AI has been around for a long time. People use machine learning models, but they couldn't feel and touch it like generative AI.
When customers need field service, the stakes are high, whether they’re getting started with a new product or service or something crucial to their business needs repair. These make-or-break moments influence customers’ long-term perception of your brand. Yet they're often complicated by internal system disconnects that require significant manual intervention.
