Digital Transformation Enhances Customer and Employee Experiences
CVS Health CEO Karen Lynch spoke in a video about the changes her company has made. CVS “leverages technology to improve our processes,” he said. “We have a very strong belief that the future of health will be preceded by digital.”
The challenges of the past two years have enabled businesses to digitize customer and employee experiences, accelerate digital transformation using solutions such as artificial intelligence, and improve financial impact and ROI.
Volini further stressed the importance of employee and customer experiences. He shared that 1 in 3 customers leave a company they love after a bad encounter. With optimized and efficient customer experiences, businesses can grow by increasing loyalty and improved satisfaction.
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She invited Jennifer Budurka, CSM’s senior advisory solution architect at ServiceNow, to share how the employee experience supports retention. “Employees now expect a one-stop shop” when using an enterprise platform, Budurka says. They should have all the tools essential to their workflow in one place. Hybrid employees should also have a seamless experience when navigating the company office.
New ServiceNow Innovations Helps Businesses Automate Workflows
Casey featured some of ServiceNow’s innovations from the past two years, including its new user interface, the Next Experience.
The interface is powered by AI and machine learning capabilities, allowing users to work with the program to simplify business processes. It also features updated data visualizations, creating a better data analysis experience for employees. Next Experience has improved user analytics so IT teams can identify patterns and predict problems before they arise. For the benefit of the eyes of all users, the platform can also be used in dark mode.
ServiceNow also acquired Lightstep and its observability product, “a class of products that help you manage other things,” Casey explains.
Hyperautomation is key to many of the solutions Casey presented. He noted that this technology will help businesses manage workflows and provide a unified integration framework for IT administrators.
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