Business leaders are always looking for ways to leverage technology so that employees can do their best work and meet evolving customer demands. While we settle into the new normal of remote work, mobile technology is taking on a new role in the enterprise, as employees adapt to an increased blending of their professional and personal lives. At ServiceNow, we recently conducted new research to understand how employees are taking advantage of mobile services offered by their organizations.

Everyone knows the existential question: If a tree falls in the forest, and nobody is there to hear it, does it make a sound? Leading-edge customer service management today has produced a corollary: If a network problem is fixed before the customer even suspects there’s an issue, did it even happen?

Now more than ever, businesses are challenged to transform themselves into digital organizations to better serve employees, customers, and partners, more proactively, and in a more personalized way. Modern IT support is business-critical, and the demands on IT are growing exponentially, particularly amid the “new normal” of remote work. At the same time, business leaders are racing to envision and implement what their future work environments will look like.

ServiceNow partner INRY has released a Small Business Loan Management app based on ServiceNow® Customer Service Management (CSM) technology. This digital workflow solution delivers transparent, compliant and efficient lending experiences. The goal is to reduce bank overhead and small business distress during the COVID-19 pandemic.

“Pandemic response experience” is not the first line you’d expect to see on a CIO’s resume. As a deadly new virus spread across the world in recent weeks, however, IT leaders everywhere have been scrambling to ensure their employees stay safe, connected and productive. At the same time, we all need to protect top line revenues, ensure the customer experience doesn’t miss a beat, and avoid any disruption to customer operations.

In response to the COVID-19 crisis, ServiceNow invited our global partner ecosystem to join us in supporting customers across the world who chose to implement our four no-charge emergency response apps. We also invited partners and customers to develop their own COVID applications on the Now Platform®.

There are things in life that one can expect to become outdated. Most clothes, some cars, and there have certainly been a lot of hairstyles that have lost their luster over time. ServiceNow has added a new trend to that list – the controller’s checklist. Using one to keep track of the thousands of tasks that needed to be completed each month as part of the financial close process must go the way of the mullet, and here’s why.

It’s new from Forrester: “The Three Customer Service Megatrends In 2020: Fuse AI and Agents to Drive Better Experiences.” We won't reveal all the details in this blog – you’ll need to download the complete report for that, but we will preview one takeaway of growing interest: “Your organization needs Superagents, and they need AI.”

Some would liken the ServiceNow Security team to a silent, but highly skilled group of warriors working continuously to protect our customers and our services. To deliver that we have to ensure our company, people, and assets are secure. The fact is that our Security team is much more than that. They work tirelessly behind the scenes to constantly enrich ServiceNow’s security posture.

COVID-19 has put the business continuity plans of every SaaS company to the test, and the test isn’t over. But we’ve learned a few things in the last week that I’m hoping will help your organization. It’s all about people This isn’t a traditional BC/DR scenario, where a disaster like an earthquake knocks a data center offline. It’s about how we adapt to support employees connecting and operating from home, so we can maintain our support for our customers.