Many modern organizations are now using the mixed workplace model. While this approach has many benefits, there are also challenges—especially when it comes to providing a positive employee experience. We listened to Nerys Mutlow, an evangelist from ServiceNow’s Chief Innovation Office, introducing the company’s latest innovations and how it achieved its goal of making work work better for people.
ServiceNow, a leading digital workflow company, has announced its version of Now Platform Rome.
The latest version of Now Platform provides hundreds of innovations designed to enable organizations to adapt to the age of mixed work—evolving business models, managing employee fatigue, and expanding automation and application development across the enterprise.
Intelligent Chief Information Officer Speaking with Nerys Mutlow, the evangelist of ServiceNow’s Chief Innovation Office, to understand how the platform is designed to provide a seamless experience to keep employees engaged and productive.
What is the typical workplace of today’s enterprise?
Typical workplaces in different industries are very different. In areas such as retail and healthcare, many employees remain on the front lines, so from an environmental perspective, the typical workplace has not really changed, even though they face the additional complexity of workplace safety.
Then there is the remote hybrid workplace. Overnight, many of us who entered the office ended up working full-time from home. Places like contact centers once had a large number of people in a building, but now they are all remote or both.
In all these industries, there is a common theme, which is that it is a mixed world. Being able to meet many different industries, workplaces, locations, and personal preferences is a challenge for organizations today.
How does the migration to a mixed workplace affect the company, especially its employees?
It is necessary to keep employees in touch so that they can work efficiently, which is very important on the first day. How do we provide people with the tools and technology they need, how do we keep in touch with these people, maintain the great culture we create in the workplace, but really transfer it to that remote world?
For example, Microsoft Teams is a good connection and collaboration platform, and we think it is important to embed ServiceNow native functions in it. This is our employee center. It is a one-stop shop for obtaining the services you need, binding information related to you, making requests for things, and obtaining push tasks related to you.
This must be contextual and personal, because people have become very tired in the past 18 months.
At ServiceNow, we are working hard to make it as seamless and frictionless as possible. One example is onboarding, which is a big change. In a hybrid or physical world, how can we make it a truly great experience? The best people to really promote this experience are people, such as the human resources department, who listen to the feedback of new employees, and now they have the right to use tools to build new workflows to continuously improve these journeys.
Employee experience and employee productivity are huge challenges that we have stepped up to deal with. For us, this is about working smarter, not harder.
Why is it so important for companies to invest in digital experiences for their employees?
If you think about today’s workplace, there are now five generations. Whether you are a generation Z, or in your 60s or 70s, we all hope to have a very good experience, because we get this experience in consumer life.
When you need to buy a new mobile phone or make a purchase, you can do it online, talk to a virtual agent and self-service. When everything else fails, you might pick up the phone to talk to someone, and we want a truly seamless, minimal click, and personalized experience. We are adopting this model and applying it to enterprises.
Everyone wants that kind of good experience, because there will always be another company doing better. If you can’t give your employees a good experience and let them play the best role, then they will look for a company they can find, and that company may be your competitor.
Can you talk to us through the Rome version of ServiceNow, focusing on the market gaps it solves and what customers can expect?
Employee center As a digital command center for a mixed workforce. It provides employees with a single connection interface that can quickly and easily find personalized information, complete tasks, get help, and request services across departments (including IT, human resources, facilities, procurement, and legal) in one place.
Organizations can easily organize information and services into dynamic and personalized themed pages so that employees can easily find the answers they need.
Employee journey management Guide employees through important moments and through the interconnected experience of cross-departmental journeys, such as onboarding, job transition, and leaving. It also enables HR teams and managers to personalize resources, plans, and requirements on the same platform.
Automated discovery Identify the top 10 opportunities for automated work from more than 180 topics using ServiceNow applications such as virtual agents, automatic routing, and agent assistance.
Health log analysis enhancements By using ITOM Predictive AIOps, it helps to detect problems before they occur and affect users, and solve them automatically. This extends the ServiceNow ITOM Predictive AIOps (previously launched with the Now Platform Quebec version) and builds on the innovative technology of Loom Systems.
In order to meet the demands of an increasingly busy workforce, ServiceNow has launched the Mobile App Builder, which allows developers to quickly build and configure fascinating mobile applications for iOS and Android through a single intuitive interface, enhanced features, and guided experience.
The Now Platform Rome version also helps companies from all walks of life quickly solve problems and provide a better customer experience, thereby improving customer satisfaction and loyalty.New customer service manual: key layout Enhance the user experience and allow agents to solve problems quickly, so they can focus on key process tasks and data that drive better business results.
Can you share the practical application and benefits of this technology?
A good example of a customer who uses our technology is Mercedes-Benz. They have been considering using our platform to promote the digital transformation and digital process of the entire enterprise. They have realized the importance of focusing on the user experience, and they want to ensure that there is a centralized portal for employees to access.
When we talked to them, they said that the employee center will help them take it to the next level and allow employees to use all these digital processes and services from a single view, which means they won’t waste time completing their work.
They can focus their time on these value-added activities, or propose new car designs or provide services to end customers.
What are the commercial benefits of investing in people-centered technology?
I always say that it is not technology that drives innovation, but people who have brilliant ideas and use technology to get innovative solutions.
If you start with technology, you will be limited by what exists today, rather than thinking about what you need it to do, how to make it work to achieve any result.
If you can make people perform their best, eliminate the pain of completing some daily tasks, and increase some of their work through automation, then these people will actually be more efficient, create more value, and be more innovative.
There are many studies that show that when people are at their best, it is directly related to your business performance. I think we are making sure that we can meet you in an efficient and productive way in the channel you choose, in the way you like. This means you will give full play to the role of your employees.
What will the workplace like in the future and how should companies prepare?
For example, when we consider the workplace, we consider the purpose of going to work and meetings. If you are holding an innovation conference and want to exchange ideas with each other and throw things on the wall, there are great digital tools, but maybe it would be better to do it yourself.
We see that people pay great attention to entering the office for a specific purpose and working from home for more focused activities.
However, in this mixed world, the challenge is to cater to true mixed work. Even in the physical workplace, we need to consider how to use digital tools so that we are truly inclusive, so that if you attend an innovation conference, you can join remotely if you can’t be there in person.
We need to always keep in mind that any experience, any way of working, needs to be able to work in what I think is mixed or remote, and in the office.
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