ServiceNow, customer experience and AI guidance strategy »inno3

ServiceNow continues to maintain its economic growth method-last quarter (first quarter of 2018) revenue increased by 40% year-on-year-and has a tendency to innovate through new acquisitions of companies and products and new images posted online. The latter was awarded a few days ago by Forbes, which ranked ServiceNow as the world’s most innovative company in front of companies such as Netflix, Salesforce, Tesla and Amazon.
To evaluate the company’s strategy in Italy, Rodolfo Falcone, Senior Vice President of Mediterranean Services, This also tells the recent Knowledge18 conference, A convention organized by suppliers that will Las Vegas More than 15,000 attendees, including customers, partners, journalists and developers.

“We created the world of work and created better jobs for people” Is ServiceNow’s strategy for identifying itself, by John Donahoe (Former CEO and Chairman of PayPal and eBay) served as the head of the company for one year.A strategy that emphasizes the centrality of the individual and user experience, taken from New logo, So as to transform Now’s o into a human shape.

“In keeping with the ever-changing world, the goal of the ServiceNow platform is to make life and work easier for ordinary people Announce Rudolf Falcone – ServiceNow will not create new trends, but Respond to change This has already happened in the world. You can imagine our work in the next ten years will be very interesting, but what is certain is that today’s work will be completely different from now. If it still exists, the use of e-mail will change. Our contact information with the phone will change. For example, people who already use Siri a lot today can no longer touch their phones. Use of chatbots This is normal, and shared offices will also be normal; we will pay rent for each service”.

“Starting from the user experience, the company must respond to the new associations of various business processes” Therefore, this is an invitation from the manager, as more and more large companies will outsource services in data centers to optimize investment and increase efficiency.

The ServiceNow platform meets these needs by replacing unstructured working methods with Smart workflow, Integrate on-premise IT tools into an easy-to-use cloud platform without the need for additional infrastructure.
Five years in Italy ServiceNow’s target customers are large end-user companies, but it also applies to medium-sized companies, ie companies with more than 1,000 users, which belong to all sectors, especially banking and energy (oil and gas).

“Log in and expand” to associate processes

“We have created a platform related to various business processes- Falcone explained- Starting from IT, connect the security, human resources, and financial modules to a platform that associates 4 or 5 business processes that usually don’t communicate with each other and aligns them. In fact, 60% of the company’s core business is concentrated in the IT field, and the remaining 40% are concentrated in other fields.

It reiterates the concept of process association Nicola Attico, ServiceNow Italy Solutions Consulting Manager, Which details Immediate service platform, The company’s main asset.
“Understand the needs of companies operating through processes- Explain Atticus -Responsible for managing all departments, from IT to HR, from security to customer service, this is an area undergoing major changes, centered on smart applications”.

Two acquisitions will invest in chatbots

“These procedures will increasingly be able to take care of themselves and carry out autonomously- Explanation attic – Therefore, ServiceNow is developing towards a process platform, Artificial intelligence plays a key role. We are increasingly introducing AI functions into the process because we want to reduce the number of manual interventions. The process must be automated”.

Acquisition of American startups is part of this strategy Virtual agent, Which brings new advantages to the ServiceNow product portfolio Robot dialogue technology Designed to complete work quickly through more natural interaction and real-time automatic response, thereby improving the experience of customers and employees.
ServiceNow Virtual Agent For example, it uses the platform to manage the requirements of employees or customers throughout the process Platform now ServiceNow automatically resolves requests, such as resetting passwords. Or, when an employee requests a new call, the chat already knows which plan and carrier they have.Through self-service interaction, customers and employees can Microsoft Team, relaxation of Current service. The virtual agent collects requests and conversations in a message passing format.
The solution has been widely used in the banking field, and the company estimates that companies that adopt the solution can save 20-30%.
“Our virtual agent allows you to create powerful local dialogue models in Now Platform- Rudolph explained Falcon -This allows our customers to develop A series of intelligent service dialogues, Through the messaging platform of their choice, from quick questions to the entire business interaction.”
It is still part of AI, this is the latest acquisition of AI I said, This is not only a chatbot, “Capturing the nuances of language” Starting next year, it will be integrated into the platform to enhance the natural language understanding (NLU) capabilities of its virtual agents. With Parlo, customers using virtual agents will train their robots to understand technical content and jargon.

84% of human resources prioritize talent

In today’s world of work, the same technical standards are required as everyday life. ServiceNow assessed this trend in the following ways “The new CHRO agenda: employee experience drives business value”The study involved 500 human resource managers in 12 countries and 20 markets.
“The best people expect a positive digital experience in the workplace- He claimed Falcon Comment results -Therefore, they choose companies that adopt advanced technologies that can make work easier and faster. We are at a turning point, and HR managers are creating new experiences for employees. Having a good office and benefits are no longer enough. Employees want a digital experience to make them work better.

The analysis results rewarded the Italian data at one time. In fact, for 84% of HR managers in Italy, senior management considers talented professionals a priority. Highest percentage in Europe. They are also the safest (58%) when they recognize that they have hired the right employees to achieve their business goals, especially in the next three years (96%).
Overall, Italy’s CHRO believes it is more capable of driving business performance (76%, compared to the European average of 65%, North America’s 66%, and Asia’s 59%).

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