The pandemic has accelerated the digital imperative across all industries. At ServiceNow, our purpose is to make the world of work, work better for people. That purpose has never been clearer as we help our customers solve some of the most pressing challenges of the 21st century—from talent shortages to continuing global vaccination efforts—and everything in between.

During the pandemic, companies that weren’t digitally enabled had great difficulty dealing with the massive disruption that hit them overnight. For me, this reinforced the lesson that great customer experience goes beyond simply boosting engagement or providing multiple touch points. Instead, customer-centric companies outperform by realigning operations and processes for better customer outcomes.

Based on a 1973 book by William Goldman, the film became a cult classic. A story of true love, giants, pirates and miracles – it is loved by IT geeks all around the world. So many memorable quotations, and so many references to use when selecting a new service desk. It would be rude not to quote some.

Government agencies and some regulated industries have adopted standards (such as NIST SP 800-157) for issuing smart cards, based on the user’s validated and confirmed identity. The smart cards have digital certificates such as an authentication certification, a signing certificate, and an encryption private key (certificate). Often the smart cards also act as human recognizable identity validation cards and contain the user’s picture (for a guard to validate at a door or gate).

Manufacturers were already reexamining how they use technology when COVID-19 hit and significantly accelerated that need. Some transformed and were able to pivot quickly, but others are still grappling with challenges in their supply chain and demand fluctuations. There will be more changes, including unexpected ones, and manufacturing operations must adapt quickly. Digital transformation has some real advantages in the industry.

The ultimate aim for all businesses is to deliver superlative customer service and earn goodwill in customer relationship management (CRM). And field service management is an extremely crucial part of CRM, and field service market is growing its demand from USD 3.0 billion in 2020 to USD 5.1 billion by 2025 (Markets and Markets). For many organizations across different industry verticals, field service plays a vital role in achieving customer satisfaction objectives and aids business expansion.

Founded in 1896, healthcare company Roche has innovation in its DNA. When you’re in the business of creating new medicine and diagnostic tests for millions of patients across the world, innovation can transform lives. My role is in our people and culture (P&C) team. For the past number of years, we’ve been looking for more agile, human-centric ways to improve collaboration and, ultimately, the patient and employee experience.