In a global marketplace, competition is stiff. It's hard enough to get the attention of your prospective customer, but once you have it, you don't want to lose it. This kind of drain can mean the end of your business. Any small business owner knows that the life's blood of their business is loyal customers. It is well worth the trouble to keep your customers happy and have them continue to give you their business. When they are satisfied, they naturally tell others about you. This is business growth.

As I sit here writing this blog, I can’t believe how much things have changed. No more chats in the hall or booking a conference room. With this pandemic, everything is virtual. My laptop and mobile are my lifeline. They are the only way I can work. I know I’m not alone. How many of you are reading this blog at the kitchen table—or, if you’re lucky, in your home office? And I suspect it’s not going to change any time soon. If ever.

Reflect on 2020 and hear from ServiceNow leaders as they discuss some of the most significant trends of the year – from cybersecurity to customer and employee experiences – when the global health crisis is creating new realities for all of us. Take a fresh look at the trends shaping what’s next in the workplace. Industry Trends in Vulnerability Response with Dr. Larry Ponemon Today’s cybercriminals are tenacious, well‑funded, and smart.

Management visibility is critical. Over and over again, communication survey results paint a vivid picture of employees that want to truly connect with their senior leaders, feel engaged in the company's strategic direction, and be respected and trusted. Hearing from the boss is proven to be an essential foundation for creating satisfaction for employees, particularly in a service organization that requires high levels of leadership and employee trust.

In this new series of Now on Now blogs, we share how we use ServiceNow products internally to transform our operations and create great experiences. We hope our stories story will inspire you--our customers and partners--to achieve even greater business value and resiliency from the Now Platform®. For more on Now on Now, visit the Now on Now Book of Knowledge.

As a world leader in professional services, Deloitte knows how to innovate and meet client requirements to a high standard. The professional services network uses ServiceNow IT Business Management and ServiceNow digital workflows to operate efficiently and deliver on client projects. Once Deloitte had achieved initial success with query management, the team began examining opportunities to use ServiceNow to digitise workflows across the organisation.

For many organizations, the circumstances of 2020 led to a review of on-premises infrastructure and opportunities to take a leap to the cloud. These decisions are not one-size-fits-all, and there are slew of challenges to keep in mind. Tackling those migration challenges has led organizations to hybrid IT—an environment of technology infrastructure that lives partially on-premises and partially in the cloud.