Digital business is an imperative for 21st-century companies. Increasingly, organizations are directing investments toward technologies that deliver outcomes fast and enable more resilient digital business models. In this landscape, incidents such as software bugs, power outages, or downed networks have major consequences that affect both revenue and customer loyalty.
No matter what industry you’re in, your customers’ expectations have permanently shifted. Customers expect consumer-grade experiences that are frictionless, delightfully designed, and valuable for their needs. “Consumer-grade experiences” are associated with the best consumer companies, such as Apple, Netflix, and Amazon. These companies famously put the customer at the center of everything.
I’m excited to announce Gartner has named ServiceNow the AIOps worldwide market share leader.1 We believe this confirms that ServiceNow® Predictive AIOps delivers on the promise of proactive IT. AIOps helps organizations drive resilience, efficiency, and proactive IT operations at scale. By distilling signal from noise, ServiceNow AIOps helps organizations better identify root causes and facilitate faster remediation.
Cybersecurity is on the mind of every business leader, and for good reason: The number of data breaches rose 24% between 2020 and 2021, according to global ThoughtLab research co-sponsored by ServiceNow. Organizations everywhere need advanced security programs to navigate today’s fluid threat landscape. Here are three ways to help do that: 1. Create a framework Customers are increasingly concerned about data security.
Fintech companies around the world are transforming how financial services are delivered. Nowhere is that more apparent than in customer service, especially around complaints, disputes, and fraud operations, with new entrants redefining what good looks like. Australian firms such as Afterpay, the buy-now, pay-later giant acquired by Square, have succeeded by offering new products and experiences in line with consumer preferences for simple, intuitive, streamlined services.
Knowledge managers have an ongoing challenge: They want to encourage customers to self-serve and quickly find answers to their questions. They also want to minimize frustration if customers can’t quickly find an answer. Delivering great self-service is key to customer experience. It’s in everyone’s best interest if a customer doesn’t open a case (or incident). But where is the line between keeping your customer happy and causing undue delays?
Remote work, the Great Resignation, political and social unrest. The past few years have flipped the talent landscape on its head, and employees are rethinking what they want from work. At the same time, companies know they need to recruit, develop, and retain a workforce that can respond to evolving business demands. As the relationship between an employee and employer evolves, talent strategy must get personal.
Modern digital experiences play a major role in how government agencies serve their communities. Digital enhancements can streamline processes, improving reliability and accessibility for employees and citizens. Both groups need to access services through multiple channels. Modernized solutions that enhance employee experiences can improve service delivery across the board.
No matter what business or industry you’re in, you want your business partners to deliver. Sometimes what we get is unexpected: toxic ingredients, software bugs, data breaches, sketchy hiring practices, unvetted subcontractors. As hundreds and even thousands of third and fourth parties become more integral to business, your risk posture and success trajectory are heavily influenced by your partners’ business practices. That’s why you need automated third-party risk management.
