A truly successful digital transformation project is inseparable from the participation of the entire company team and must reflect on the user experience, whether it is customers or employees. ServiceNow Now platform Allows to speed up and correctly guide the process Digital transformation, Quickly transform user experience e Digital legacy process It also uses the potential of artificial intelligence to improve the process by studying user behavior.We talk about it Antonio Rizzi, Director of Solution Consulting Services.
The company was also forced to accept digital transformation (DT) projects in order to continue to compete in the market. What are the key steps in the DT journey?
this first step Absolutely in the DT project Clearly defined roadmap And it is easy to be understood by the entire organization, from which the ambition and inspiration for change can be generated.After forcibly passedAdministrative participation, The key steps are Support from the entire organization. There is a Effective communication plan Communicating clear goals is essential to involve the entire company, because Transformation organization Start with people, Without exception, and requires everyone to understand the task being performed so that everyone can work in harmony.
How to measure the return on investment of DT? From the board of directors to the last employee, does the company benefit from it?
As with any investment, for Digital transformation This value is measured by precise KPIs defined during the design phase.However, it’s important to remember to go back toUser experience, whether it is employees or customers, is the most important KPI Most importantly, because if digital transformation aims to improve the way employees work or the customer experience, then the rest will come naturally. So yes, the entire company benefits from digital transformation, starting with the last employee and all the way to the board of directors.
Why is it so important to ensure the digital employee experience in any DT project planned by the company?
this people constituteA key element in any transformation process Providing a better digital experience is a key step in the success of the change. In order for the entire company to accept the change strategy, everyone must experience the benefits. The digitization of the relationship between employees and the company can not only measure the effectiveness of the change process, but also accurately understand which elements to improve from users.
What is ServiceNow’s approach to this problem? How to make DT’s project benign?
Serve immediately It is first of all Process digital platform With the help of the functions of the Now platform, the transformation process can be accelerated and realized.There Platform now Provides the possibility to implement digital processes quickly and efficiently, thanks to Workflow predefined Coverage area it, Staff electronic customer All thanks to Use low-code/no-code methods to create your own workflowIn addition, take advantage of the convenience of integration with existing systems Integration Center And give out about five hundred connectors, Serve immediately Position yourself as a platform, so you can quickly transform the user experience and digitize the legacy process.Finally, use the potential of artificial intelligence, which is an indispensable part of artificial intelligence Platform now, The process can be improved by studying user behavior.thanks Process Optimization, The latest Platform now, this is possible Not to visualize the process as designed, but to visualize it as it happens in reality, Enriching the necessary indicators to highlight the points that can be intervened to improve operational efficiency, but the most important thing is the experience of the relevant users.
What advice do you have for a company that recognizes the need to take action but is afraid of making mistakes? In order not to take the risk of not achieving the expected results (and return on investment), what steps need to be planned? When are you satisfied with your return on investment?
Every Maximize results The most important thing is the perception of the benefits of the transformation process Must start with user experience. Then you can download from Transformation of model in User interaction with company processes This is even before the review process itself.Make one The level of participation, Easy to integrate and provideModern digital experience And multi-channel is the best strategy Maximize results while minimizing the risk of failureIn the next steps, you can gradually review, modernize, and migrate legacy processes.
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