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How has the move to a hybrid workplace impacted enterprises and , importantly , their employees ?
Why is it so important that enterprises invest in digital experiences for their employees ?
Nerys Mutlow , Evangelist in the
Chief Innovation Office , EMEA , ServiceNow
There ’ s a need to keep employees connected to enable them to be productive and that was very front of mind on day one . How do we give people the tools and technologies they need and how do we stay connected to those people , keeping the great cultures that we ’ ve been creating in the workplace , but really move that into that remote world ?
Microsoft Teams , for example , has been a great platform to connect and collaborate with and we think it ’ s important to embed ServiceNow native capability into it . This is our Employee Centre , which is that one-stop shop for getting access to services you need , binding information that ’ s relevant to you , raising requests for things and getting pushed tasks that are relevant to you That has to be contextual and personalised because people have become quite frazzled over the last 18 months .
At ServiceNow we ’ re trying to make it as seamless and frictionless as possible . One example is onboarding which is a big transition . How can we make that a really great experience in the hybrid world or in the physical world ? The best people to really drive that type of experience are the people , like the HR department as they hear feedback from the new hires and are now empowered with the tools to build out new workflows to continually improve those journeys .
Employee experience and employee productivity are big challenges and ones that we ’ ve stepped up to . For us it ’ s about working smarter , not necessarily harder .
If you think about the workplace today , there are now five generations of people . And whether you ’ re in Gen Z , or in your 60s or 70s , we all expect a really good experience because we get that in our consumer life .
When you need to get a new mobile phone or do your shopping , you do it online , speak with a virtual agent and self-serve . When everything else fails you might pick up the phone and speak to somebody and we expect a really seamless , minimal click , personalised experience . We ’ re taking that model and applying that to the enterprise .
Everybody wants that good experience because there ’ s always going to be another company that does it better . If you can ’ t give your employees a good experience and enable them to be at their most brilliant , then they ’ re going to go and find a company where they can and that company could be your competitor .
Can you talk us through ServiceNow ’ s Rome release , highlighting some of the gaps in the market that it addresses and what customers can expect ?
Employee Center serves as the digital command centre for the hybrid workforce . It provides a single , connected interface for employees to quickly and easily find personalised information , complete tasks , get help and request services across departments – including IT , HR , facilities , procurement and legal – all in one place .
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