The purpose of the company’s work in 2021

At the beginning of this year, we all had some determination to accomplish: many trips, plans, goals, etc., had to be put on hold due to the pandemic. We even want to know if this is a lost year. The answer is no. This has been a challenging year, but there is also a lot of learning and experience, especially in remote work and company technological innovation. According to a study by ServiceNow, 92% of executives believe that the pandemic has caused his company to rethink their Way of working.

Mauricio García-Sepeda.

For this reason, I want to share the resolutions that should be on the list of companies and executives in 2021:

1. Digitize your company: This year we realized that many companies are not ready to let all employees go home, and those companies that digitize everything and store it in the cloud are the first companies that can adopt remote work with almost no problems.
2. Innovate your work tools: This purpose has a lot to do with the previous one.Having portable devices, such as laptops and mobile phones, can make it easier for employees to switch from office to office work from home No lengthy process is required.
3. Customer Experience: There is no doubt that digital customer service has grown this year, and providing them with a good experience is more important than ever; this is why solving your problems before you know you have them will help your experience grow. Companies investing in customer experience technologies are now better prepared to stay resilient and drive growth (in fact, ESI ThoughtLab and ServiceNow global surveys show that 53% of organizations will seek to create immersive customer experiences in the next three years And customization).
4. working environment: Keeping employees comfortable and confident at all times will help them stay productive. This is why you can use platforms-such as Workplace with virtual agents. Serve immediately-Employees can request support, receive updates and contact real-time agents here with one click.
5. Return with technology: If one of your goals is to return to the workplace, you must ensure that you take all necessary measures and digital tools to help you track cleaning, monitor office usage and inventory, and make your employees feel safe (ServiceNow’s job survey found that 46% of Employees do not believe that their company will take the necessary measures to ensure their safety).
6. Monitor your employees: If we have learned anything this year, it is that it is important to monitor everyone’s health. In 2021, you can use the app to share health measures with your employees and monitor whether they have any symptoms of illness, their recent travel, and whether they need to be quarantined.
7. Continue your business before any obstacles: There is no doubt that one of your goals should be to continue your business, and for this, it is important to be able to adapt to the situation, whether it is digitizing your workflow, changing your IT tools or consulting professionals.
8. Make work easier: Many times we think that if the work is digital, you must be someone with IT knowledge, but the reality is that if you implement the right tools, these tools are intuitive, such as the applications we use every day, all digital tools can use them, From the CEO to every company executive.
9. Follow your industry: Many times we think that because an industry or region operates outside the office, it is impossible to digitize work. However, some platforms allow you to digitize inventory, employees, and schedules via mobile devices (according to ESI ThoughtLab and ServiceNow surveys, 9 out of 10 telecommunications companies have automated management and customer service, which is much higher than 61% of other industries. Average level, including finance, healthcare, manufacturing, and public sector).
10. Balance your personal and work life: With the new home office solution, many people cannot balance. By 2021, you must automate the most cumbersome processes to manage your tasks smarter and free up time to focus on your family, friends, and yourself.
11. Looking for job growth: This year, we realized that there is no need for face-to-face training, and now it can be done anywhere. Through the digital platform, you can provide employees with continuous training so that they can develop their skills and increase productivity.
12. Don’t forget your partners: Design procedures to meet industry-specific workflows and customers’ digital transformation needs, so that your partners can drive differentiation, support their expertise in specific verticals, and unlock new growth opportunities.

In 2020, the pandemic caught us off guard, and many companies are not ready to deal with such a serious health crisis. However, the new year is coming, and with it comes new goals to be achieved so that employees, executives and managers can work more efficiently and effectively, but most importantly, no matter where they are , Are very happy.

About the author: Mauricio García-Cepeda is the general manager of ServiceNow México e Hispanoamérica.