FEATURE: REMOTE WORKING
How are you working with
your customers to meet their
current needs?
On the front lines of business, we’re seeing
how digital technology foundations enable
companies to develop great experiences for
employees and customers. Now more than
ever, enterprises must leverage technology
to deliver great experiences, unlock remote
productivity and fuel innovation.
Our customers and new prospects are
approaching us now more than ever to use
a single ‘Platform of Platforms’ to reduce
complexity, drive down costs and duplication
of expenses and technology and to ensure the
workforce is enabled for the new way of work.
What will be the long-term
impact of this new way
of working?
We will see a massive shift from office bound
to work from home which will change every
industry, massive office blocks and big sales
conferences while regular business class
flights will be something of the past. Digital
experiences for employees and customers
will matter more than ever.
The best companies will identify the
experiences and related digital workflows
that are the most important and improve
them to build better customer relationships
and attract new customers.
Our customers will need an innate
understanding in order to make the shift to
online marketing, sales and communication
channels, not only in the consumer world,
but also in sectors such as insurance, banking
and telecommunications.
Leading companies will make significant
improvements to their digital channels,
eliminating inefficiencies, and will prioritise
important customer ‘moments that matter’,
such as late payments, cancellations and
moves to online service.
How important is it that
businesses implement smart
workflows to ensure they are
future-proof?
Organisations that focus on digitisation
are 30% more profitable and productive
because they maximise the value from their
entire workforce, recent studies have shown.
Leadership is about learning from adversity
and looking ahead. Talented organisational
leaders who can see past this pandemic will
be quicker to develop agile workflows that
address employee and customer requirements
while consumerising the experience.
They’ll be faster to adjust operating models
to respond to changing business conditions.
They will be able to harness the full potential
of their employees and the customer-base.
What are the implications
for organisations which do
not reassess and adapt
their workflows?
Organisations who hang onto the past and
are not able to adopt and change to a digital
workplace will most likely not be around for
very long.
What best practice advice
would you offer CIOs looking to
implement a smarter workflow?
Firstly, get executive support. We’ve all been
there. Amazing plans with no support from
leadership often die on the vine. Buy-in from
the C-suite is critical. Period. This approach
allows for the right mixture of carrot and
stick to prioritise work across multiple teams.
Let me elaborate on our own workflow and
Digital Transformation within ServiceNow.
From the very first internal meeting of
those tasked with ServiceNow’s Digital
Workflow Transformation, there was crossdepartment
agreement on two goals:
unlocking productivity and delivering
great experiences.
These were defined as such:
• Goal 1: Unlocking productivity: This
means finding ways to automate
and digitise workflows across every
department, on every type of device
and across all relevant stakeholders, and
personas served.
• Goal 2: Delivering great experiences:
We wanted to focus on what people
encounter or experience over the course
of their interaction with our applications,
products or services.
Mark Ackerman, Senior Director – Middle
East & Africa, ServiceNow
Simply put, increased productivity plus
great experiences translate into happy
employees. Happy employees plus increased
productivity means happy customers. And
happy employees plus happy customers lead
to greater profits.
Research bears this out. Happy and
engaged employees, on average, have 17%
higher productivity, 10% higher customer
satisfaction metrics and generate 21%
higher profitability.
Can you tell us about
ServiceNow’s Knowledge
2020 event?
The Knowledge 2020 digital experience
will showcase all the ways you can unlock
productivity through modern digital
workflows, highlight the latest customer
and platform innovations, and inspire the
ServiceNow community to continue to
create great experiences for businesses.
• Get inspired: Hear success stories and
best practices from customers and
thought leaders.
• Get educated: Choose from hundreds
of breakout sessions and labs to help you
transform your work.
• Get connected: Network with our
community of customers, partners, and
experts who can help you work better.
The Knowledge 2020 content is available on
demand until June 10. •
www.intelligentcio.com
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