Operations | Monitoring | ITSM | DevOps | Cloud

Haven’t we often heard that creative marketing + good sales = a successful business model? Well, yes, and no. While sales and marketing are imperative for success, they aren’t sufficient in this day and age where customers have limitless alternatives. Businesses can no longer solely rely on yearly contracts or handshakes to retain business. And let’s not forget that the expense of acquiring new customers has skyrocketed over the last decade.

Edua Dickerson, vice president of ESG and finance strategy at ServiceNow, co-authored this blog. Environmental, social, and governance (ESG) concerns are rapidly rising to the top of the corporate agenda. Not only is ESG a corporate responsibility, but it’s also a win-win for enterprises. By embracing sustainability, ethical labor practices, and effective processes and controls, organizations are laying the groundwork for increased value creation, according to McKinsey.

Maintenance is an important aspect that several organizations ignore. As a result, organizational assets do not work properly, asset failure occurs, and asset performance is not up to the mark. These types of scenarios are quite common when assets do not get maintenance on time. That is why organizations must not ignore maintenance. In fact, they should provide proactive maintenance to their assets which is helpful in minimizing maintenance expenses.

Digital dexterity is a fundamental attribute within the most successful workforces – and will only become more essential as businesses enter the rapidly approaching future workplace. Yet, many businesses struggle to assess and promote this vital skill among their own employees. The increasing value of digital dexterity is due in large part to the digitization of the workplace, which was well underway prior to the pandemic..

With the expansion of remote and hybrid workforce and an ever more complex technology set, it is more important than ever to manage the digital employee experience. But how do we measure digital employee experience? One of the most common ways is to use surveys – for example post-incident surveys or annual customer satisfaction surveys. But these surveys, on their own, can be reactive, time-delayed and limited in scope.

We’ve all suffered that common irritation: “A service person will be at your house sometime between 9 am and 4 pm.” In our personal lives, that can mean frustration and inconvenience. For businesses, that broad window of uncertainty can add up to real money in lost productivity. Both scenarios can chip away at customer confidence and satisfaction. In increasingly competitive marketplaces, those agitations can even be enough to push a customer to look elsewhere.

Approximately two years ago, the pandemic forced us to start working from the safety of our homes. Organizations purchased, distributed, and deployed services and products to support and maintain business as usual. While doing that, the standard due diligence process was shortened or, in some cases, completely ignored. The common issues were: Excess purchases: Organizations were unprepared to change to an entirely work-from-home model, which was unexpected.

The first rule of change management is that people don't like to change, and anyone involved in managing a major change will tell you this is all too true. WIIFM is an acronym that stands for What Is In It For Me. In essence, it’s a truth that leverages some cold, hard facts about human nature to actually facilitate change. So, while it’s a bit of philosophical insight, it’s also a useful tool for organizational change. WIIFM helps by doing three things.