Digital Workspace

Knowledge 2022: Digital Transformation Should Create Better User Experiences

Using hyperautomation, artificial intelligence and other advanced tech solutions, business leaders must focus on creating the best experience for employees and customers.

Rebecca Torchia

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Rebecca Torchia is a web editor for EdTech: Focus on K–12. Previously, she has produced podcasts and written for several publications in Maryland, Washington, D.C., and her hometown of Pittsburgh.

Digital success isn’t about inventing something new. It’s about creating a new experience.

This was the message ServiceNow Chief Innovation Officer Dave Wright shared Wednesday morning in the Knowledge 2022 opening keynote “Making the World Work.” Wright maintained that digital transformation, an objective of many business leaders, should have the end goal of creating better experiences.

Wright was joined at the New York event by ServiceNow CTO Pat Casey, President of Americas Sales Mike Rich and Erica Volini, senior vice president of global alliances and channel ecosystems for go-to-market operations. They shared new product developments and customer success stories to showcase how the world’s biggest challenges can become a business’s biggest opportunities.

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Digital Transformation Betters Customer and Employee Experiences

CVS Health CEO Karen Lynch spoke in a video about the changes her company has made. CVS is “leveraging tech to improve our processes,” she said. “We have a very strong belief that the future of health will be digitally led.”

The challenges of the past couple of years have enabled enterprises to digitize customer and employee experiences, accelerate digital transformation with solutions such as artificial intelligence, and improve financial impact and ROI.

Volini further emphasized the importance of employee and customer experiences. She shared that 1 in 3 customers will leave a company they love after one bad encounter. With optimized and efficient customer experiences, businesses can grow through increased loyalty and improved satisfaction.

WATCH ON BIZTECH: Learn how Hansel Auto Group overcame challenges with the right tech.

She invited Jennifer Budurka, senior advisory solution architect of CSM at ServiceNow, to share how the employee experience supports retention. “Today’s employees expect a one-stop shop” when using an enterprise platform, Budurka said. They should have all the tools that are important to their workflow in one place. Hybrid employees should also have a seamless experience when navigating the company office.

New ServiceNow Innovations Help Enterprises Automate Workflows

Casey highlighted some of ServiceNow’s innovations from the past two years, including its new user interface, 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 all users’ eyes, the platform can also be used in dark mode.

ServiceNow has also acquired Lightstep and its observability product, “a class of products that help you manage other stuff,” Casey explained.

Hyperautomation was key in many of the solutions Casey showcased. He noted that this technology will help businesses manage workflows and provide a unified integration framework for IT administrators.

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Photo by Rebecca Torchia