We’ve all been there: at that frustrating moment when you have a problem or an urgent need and the customer support line is busy. Endless searching for answers turns up nothing that matches your predicament. That’s the friction ServiceNow teams are diving into headfirst to provide each of our customers satisfactory answers with promptness that matches the urgency they feel. Generative AI is helping the teams improve customer support at a rapid pace.

Organizations face myriad challenges in IT, from managing ever-growing backlogs to maintaining competitiveness. In the face of such challenges, ServiceNow App Engine emerges as a beacon of innovation for organizations of all kinds. By harnessing the power of low-code development, App Engine can streamline processes and accelerate solutions with less complexity, cost, and risk—all on one platform.

As the Australian workforce braces for increased AI and automation, individuals must adapt by acquiring new skills. In doing so, Australians can expand the impact of their work, embark on more fulfilling career paths, and increase their income potential. Recent ServiceNow-commissioned research from Pearson points to major changes in the workforce—in Australia and around the world—due to the implementation of AI and other technologies.

Although the extended reality of the metaverse may seem like it belongs in a mystifying, somewhat distant future, we’re already living in it. It’s built on the integration of augmented reality (AR) and virtual reality (VR) in the physical world. Industry leaders are exploring how these emerging technologies can enrich existing business processes. What they’ve honed in on is that the metaverse has remarkable potential to transform the future of digital learning and work.

What began with siloed shared services models—which consolidated a single business function’s scattered processes into one cohesive structure—has evolved over the past decade into integrated global business services (GBS) that seek to transform internal and external operations at scale. The GBS model remains a work in progress, according to GBS experts in a ServiceNow-commissioned white paper by Deborah Kops.

At ServiceNow, we bring together builders, problem-solvers, and creative thinkers to push the boundaries of possibility with innovative apps. Our Innovation Lab serves as a collaborative hub where employees can develop new apps on the Now Platform to creatively solve problems and where internal innovations can be used by our customers. During two-week, focused work sessions called innovation sprints, employees submit their ideas for new apps.

In the not-too-distant past, banking relationships could last decades—even lifetimes. But times have changed. Traditional banks face competition from a new breed of disruptors, such as global financial technology firms (fintechs), challenger banks, and neobanks. As in virtually every other industry, customer experience (CX) is now a major factor in the decision to stick with a bank or seek an alternative.

Amid the whirlwind of today's job market and ever-evolving economy, one critical key to an organization's success emerges: empowering employees with growth opportunities that both entice top talent and secure the future of your business. As millennials and Gen Z progressively make up more of the workforce, investing in their career growth has become crucial to the future health of any organization.

It’s an exciting time to be a service provider. The shift in enterprise digital buying preferences to everything as a service has opened vast opportunities to strengthen customer relationships and create new revenue streams in such things as robotics, autonomous fleets, analytics, drone-based inspection, and remote telemetry. A connected ecosystem can help you seize these opportunities, accelerate innovation, and grow revenue while reducing the cost to serve.

Since we launched Finance and Supply Chain Workflows in May, I've had a lot of conversations with ServiceNow customers. They want to know how we're applying the Now Platform to address the challenges their business stakeholders have been facing across the source-to-pay process.