Driven by the health accidents caused by covid-19, the acceleration of the company’s digital transformation has brought about a series of changes in the work process, many of which have been digitalized. This digitization affects all industries, although in some industries more deeply than in others. For example, in terms of health, it not only changed drug research and patient care, but also changed all processes related to vaccination.
Mauricio García-Sepeda, Chief Executive Officer Serve immediately For Mexico, in an email interview, he explained to us the extent of this transition in the country and how the mixed work model (and also the consequence of the pandemic) has become a “new normal” that many companies are evaluating to stay on. The executive also talked about the progress of adopting low-code or no-code models in the Mexican market and the benefits of the latest update of the ServiceNow platform.
Editor’s note: The interview has been edited for clarity and length.
In terms of workflow changes caused by the pandemic, which business areas and vertical industries do you think have undergone the biggest changes?
Mauricio García-Cepeda: This pandemic has triggered an unprecedented digital revolution, both for individuals and organizations, and it has accelerated in more ways a technological revolution that would otherwise take longer. In my opinion, this situation has affected all industries in an appropriate proportion. For example, the health sector has made a major leap in digital transformation, not only in medical and pharmaceutical research, but also in the way it interacts with patients, from nursing logistics to monitoring cases in an intelligent way.
This is what we have observed when implementing and advancing vaccination strategies on a global scale. This is a huge effort that requires powerful technology to make the process more flexible and efficient, rather than downgrading doctors and health workers to similar The process of recording the number of citizens vaccinated daily and the number of registered participants. Today, it is more than just consulting or prescribing with the help of electronic devices and smart platforms: it can create a comprehensive experience for people, from medical staff to patient families. For example, according to a study by McKinsey, we have also seen this. For example, in the interaction with customers, the proportion in 2020 is concentrated in 58% of digital channels, which is almost double the previous year.
Many companies consider keeping mixed work plans in their back-office plans. What impact does the adoption of this model have on productivity?
Mauricio García-Cepeda: If last year has left us a lesson, it is that the word “work” does not refer to a place. This concept prompts business leaders to rethink any preconceived ideas they might have about productivity and work culture. As for 92% of decision makers recognize that the pandemic has caused their companies to rethink how they operate. As we are close to restarting and reopening processes, companies are faced with opportunities to reinvent themselves and operational innovation, and the establishment of a hybrid work model is one of the key points of these changes. The migration to remote work was sudden and unexpected, but we have learned over the past few months that distance and productivity are not contradictory. In contrast, since adopting work from home, as many as 70% of companies have found that their employees’ performance has improved, and this shift sets the tone for how we will experience work in the coming years.
¿What should companies that will adopt this hybrid model consider? What advice can you give them to achieve the best adoption?
Mauricio García-Cepeda: At ServiceNow, we firmly believe that the future of work is mixed, but we know that technology integration is still one of the great challenges facing the organization. 87% of employees believe this is an essential step to build a better way of working Although this is a gradual process, it must be adapted to the needs and times of each enterprise, but in order to establish a work model that best suits them, some points need to be considered.
The first is to establish indicators. You cannot change what you cannot measure, so this is a key step in defining what works, what does not work, how to improve, and which areas or processes are susceptible to digitalization.
The premise of this visibility and information analysis is horizontal in the digital transformation strategy, which is the basis of the hybrid working model. For this reason, creating innovative experiences throughout the company must be the key goal of this dynamic, making their daily lives easier by providing employees and customers with intuitive and intelligent experiences.
Finally, never forget that the digital revolution is about people, so the deployment of this type of model must always prioritize human factors, take care of their physical and mental health, avoid infection and provide well-being. Work and life with collaborators.
What do you think are the main challenges that the company must make to adapt to the new normal?
Mauricio García-Cepeda: The past few months have been a test of the company’s resilience. This concept used to be related to operations and is now more personalized than ever. The challenge is precisely to prioritize people in the post-epidemic world and use the knowledge we have learned from this remote work to develop better strategies.
After that, 64% of employees said they would prefer to maintain a certain percentage of productivity at a distance, although 43% of employees also mentioned that lack of interpersonal interaction had a negative impact on their work.
Obviously, the world of work cannot be rebuilt 100% in the traditional face-to-face model, but it is important to find the balance of the telecommuting solution. This is the challenge: to find the full use of both worlds.
How fast is the adoption of the development platform Low code/no code Inside the Mexican company? Which areas of the company benefited the most or received the most acceptance?
Mauricio García-Cepeda: With the democratization of the app building experience, low-code features have become an increasingly important part of the digital transformation plan. In Mexico, we see the promise of such programs because they make the use of technology easier, detonate the talents and creativity of developers in a simple and intuitive way, and enable digital workflows that can generate great experiences without the need. . Have advanced programming knowledge.
On a global scale, we have also seen positive trends. 75% of the application programming portfolio in 2021 is expected to use low-code platforms. There are many opportunities to take advantage of these types of technologies when it comes to creating mobile digital experiences and building solutions and services with an omnichannel perspective.
What are the benefits of the latest version of the ServiceNow platform recently released? Can customers in Mexico and Latin America enjoy these benefits? Which functions or features are most commonly used by customers in Mexico and the region?
Mauricio García-Cepeda: With the Quebec update, ServiceNow’s Now Platform customers can immediately access new functions and features, so Mexico and Latin America are no exception. This release promotes organizational innovation, agility, and productivity, and provides a digital workflow that connects people, functions, and systems. New features include low-code development capabilities enhanced by App Engine Studio, providing a user-friendly and easy-to-use environment to simplify application development.
On the other hand, the new update of the Quebec platform also enhances visibility and business intelligence through the integration of process optimization and workforce optimization, so that business processes can be monitored and optimized, and human capital can be effectively managed. In addition, the feature of this new version is to give artificial intelligence technology a key weight, such as Predictive AIOps, a function embedded in the platform to predict and avoid service interruptions, which also enhances the personalization, relevance and impact on employees. Useful automatic search capabilities and customers; this technology is also copied into virtual assistants or chatbots, which helps to focus and solve problems in an agile and intuitive way.
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