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9 customer experience predictions for 2024

ServiceNow is excited to peer into the future of customer experience (CX) to see what’s in store. Customer operations and service delivery have undergone significant disruptions in recent years. The year ahead promises to be no different. The continuing need to deliver a frictionless customer journey, a renewed focus on improving the agent experience, and the meteoric rise of generative AI (GenAI) are some of the many reasons why CX is poised for transformation.

ServiceOps: Revolutionizing decision-making for dynamic business

Business moves fast. As organizations push to constantly transform and stay ahead of competition, they must consider how they’ll support ever-growing internal- and external-facing demands in every aspect of their business operations. To innovate and change at such a demanding pace, and meet customer expectations, IT service management and operations teams must come out of their silos to converge into service operations (ServiceOps).

Modernizing ITSM with ITIL 4: Unifying ITSM and ITOM functions

The best practices and principles of the IT Infrastructure Library (ITIL) 4 show IT service management (ITSM) service providers the importance of building a strong infrastructure that creates business value, adapts to change, tracks capabilities, and embraces automation. Without collaboration between ITSM service providers and different functions of the enterprise, however, the benefits of ITIL 4 best practices are minimized.

Modernizing ITSM with ITIL 4: Intelligent automation

Generative AI has the world thinking about automation now more than ever before. The Information Technology Infrastructure Library (ITIL) has prioritized it from the start. ITIL has advocated for automation as a transformative tool for organizations to deliver business value, accelerate change, and reinvent service configuration management. By handling mundane tasks, automation can empower people to do more innovative and effective work.

GenAI in customer experience: Powering the future today

ChatGPT captured our collective imagination when it burst into the mainstream last year, setting off a hype cycle that hasn’t abated. The enterprise is where generative AI (GenAI) will become more than tech’s newest shiny object. GenAI is transforming the way we work, unlocking new efficiencies, driving productivity, and creating employee and customer experiences we never could have imagined. ServiceNow is at the forefront of this transformation.

ServiceNow is a Leader in Digital Process Automation Software

I’m excited to announce that ServiceNow has been named a Leader in the Forrester Wave™: Digital Process Automation Software, Q4 2023. We credit this acknowledgement to our performance and strategy in governance, end-to-end orchestration, and AI. Additionally, we believe this recognition is made possible by the unwavering support of our customers, their innovative use of the Now Platform, and their valuable feedback shared with analysts.

Modernizing ITSM with ITIL 4: CMDB & service configuration management

The shift of the Information Technology Infrastructure Library (ITIL) 4 from process to value helps IT service management (ITSM) service providers demonstrate business value and adapt to change so they can meet business needs and customer expectations and thrive in an ever-changing technology landscape. However, in the face of an increasingly complex digital business environment, managing the diverse components of IT service operations can be challenging.

Modernizing ITSM with ITIL 4: Change enablement

The Information Technology Infrastructure Library (ITIL) is a customer-centric framework that promotes governance, collaboration, and continuous improvement. At a time when IT service management (ITSM) is changing with new technology, shifting regulatory requirements, and decentralized teams, this is vital. We explored how the ITIL 4 service value system helps ITSM service providers generate business value through the creation, delivery, and continuous improvement of services.

Survey says an experience strategy can boost financial performance

The old saying “There’s no substitute for experience” has taken on new meaning in today’s digital environment. According to a ServiceNow/ThoughtLab global survey of 1,000 C-suite executives, adopting a comprehensive experience strategy that encompasses all experiences can help: “Organizations want to deliver seamless experiences to customers and employees.