Operations | Monitoring | ITSM | DevOps | Cloud

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.

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.

If you want to improve your customer operations, your attention must turn to your NPS score. The Net Promoter Score for your organization should never be overlooked. This can provide you with vital insights into how your services are perceived by customers. Those actively attempting to improve their NPS scores should focus on improving customer operations. Those running customer-centric businesses recognize the undeniable importance of operating around their needs.

IT solutions are either utilized as a service or procured from third-party vendors by organizations of all types and sizes. This enables organizations to gain access to reliable IT technologies without having to internally build, operate, or manage the underlying systems. As a result of this, both the organization and the solutions provider sign a service-level agreement (SLA), which commits the vendor to deliver services that meet the established performance requirements.

“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.

Modern enterprises must work to ensure their organization is focused on making employees feel heard and valued, and a key way to do this is through strong IT service management. We’ve said it before, but it bears repeating—today’s employees expect a similar service experience in the workplace that they encounter in their daily lives.