I’m incredibly thrilled to share that, in our very first year of entry, ServiceNow has been named a Strong Performer in The Forrester Wave™: Robotic Process Automation, Q1 2023. We believe this validates the impact of our product vision and current capabilities in this market. More importantly, we think it’s proof that our customers are reaching their business goals.
We’re humbled and honored to announce that, for the fourth consecutive year, ServiceNow made the Fortune World’s Most Admired Companies list. This year, we ranked No. 3 in the Computer Software category, moving up two spots. The list is based on peer reviews by executives, directors, and analysts to identify the large U.S. companies that hold the strongest reputations within their industries.
As the dependency on fast, easy-to-use technology continues to grow, it’s crucial for organizations to provide their employees with the best digital experiences possible. Workers are unable to successfully do their jobs if they frequently encounter disruptions and outages. Simply put, your IT infrastructure is critical to effective service operations. Technology optimization can help you make better use of the tools you already have and streamline the way your IT department functions.
The technology behind OpenAI’s new ChatGPT service could change how humans interact with applications and machines. Tech giants such as Microsoft and Google are racing to catch up by launching their own AI-powered chatbots, realizing this technology can improve their search capabilities and enhance their product offerings. As new AI technologies and applications flood the market, strict governance will be critical.
Business leaders continue to face new pressures and challenges—from ongoing global uncertainty and increased geopolitical instability to tightening budgets and having to do more with less. To thrive, enterprises must invest for the future while simultaneously finding ways to operate more efficiently. At ServiceNow, we believe partnerships are the answer.
The quality of customer experience (CX) is declining, according to the American Customer Satisfaction Index. Customer satisfaction is at its lowest point in 17 years: 73.2 out of 100. Many factors are at play here, but there’s clearly an opportunity to improve the experience your customers receive. Adopting new strategies and technologies, such as AI in the contact center, can significantly improve efficiency and competitive advantage in three key ways.
The economy’s mixed messages—slow growth and high inflation, combined with resilient employment and consumer demand—are spurring business leaders to focus on ways to boost productivity, drive growth, retain customers, and remain competitive. A 2023 survey of 1,000 C-suite executives by ServiceNow and ThoughtLab found digital activities continue to be a key element of their strategic plans. This is especially true for companies that have prioritized digital innovation in the past.
It’s no secret that we’re experiencing a talent shortage in the tech industry. At the same time, the automation of many jobs is near. It’s easy to assume these two realities mitigate each other, but the situation is much more complex. Although automation may replace millions of low-skill jobs, it will create millions of jobs that require skilled tech workers, according to a report by consulting company BCG.
The pandemic shifted us all online, whether we wanted to or not. It forced the public sector to adapt more than most industries, requiring citizens to interact digitally with governments to receive the health and financial support available to them. Digital technology promises to elevate government customer experience (CX) by scaling services, cutting wait times, and reducing costs.
Picture this: A critical business service is offline. Instead of panicking, you’re calm yet concerned. You retrieve data about the service in question and instantly see exactly which infrastructure components the service depends on, as well as their statuses. You quickly engage IT operators to address the issue and notify the line-of-business lead with an estimated time for its resolution. This scenario doesn’t have to be an impossible dream.
