I’m excited to announce that ServiceNow has signed an agreement to acquire next-generation observability leader Lightstep. Combining Lightstep’s innovative observability capabilities with ServiceNow’s unmatched Now Platform will help customers better manage software complexity, reliability, and performance while enabling the enterprise workflows that deliver great experiences.
“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.
Customers expect products and services to work. When they don’t, customers want fast, permanent solutions. But delivering against that expectation is easier said than done. Multiple barriers stand in the way of your organization delivering the seamless experiences customers expect. Let’s explore five ways to improve customer service.
The insurance sector is incredibly competitive and tightly regulated, so being able to provide great customer service is vital to success. And having the right technology is imperative to delivering quality service. At Covéa Insurance, the UK arm of France’s top mutual insurance group, we provide commercial, motor, high-net worth, property, pet, and protection insurance to more than 2 million customers.
The success of a modern business starts with recognizing the value of the customer and committing to provide a great experience. The best companies do this by putting respect and empathy at the core of every interaction. In today’s new era of work, delivering an enhanced customer experience has become increasingly connected with the employee experience. This creates new opportunities for organizations to drive stronger satisfaction for both parties simultaneously.
ServiceNow has been named a Leader in the 2021 Gartner Magic Quadrant for Enterprise Agile Planning Tools for the first time. This is a big move for us after being positioned a Niche Player in 2019 and a Challenger in 2020. We believe this position is a result of our extended integration with third-party tools, our project and portfolio management (PPM) use cases, and our portfolio management capabilities.
I’m a big believer in leaving things better than I found them. I apply that mentality to work, home, and all the places in between. This planet is pretty remarkable, as are the approximately 7.6 billion people who share it. So, it’s no surprise that I want to play a part and create lasting change that leaves our world more sustainable, more equitable, and more ethical for everyone.
As distributed work models become the norm, businesses need to respond quickly and effectively to the demands of their employees, especially when it comes to service issues. Historically, using multiple agents across departments has made it difficult for service and operations teams to access the information they need to resolve employee incidents and requests seamlessly.
Coca-Cola is one of the most recognizable brands on the planet. That’s because wherever it’s produced, the quality, product, and design are the same. When three Coca-Cola companies merged in 2016 to create Coca-Cola European Partners, operational differences became apparent. The company needed a way to standardize platforms and processes across 13 Western European countries and 50 bottling plants. We had three systems in place, three ways of working, and multiple languages.
