ServiceNow leaders on 2020’s most significant trends of the years

  • ServiceNow Blog
  • Trends and Research
  • Solutions
  • Cybersecurity and Risk
  • 2020
December 15, 2020

IT Business Management makes product portfolio management more efficient

Reflect on 2020 and hear from ServiceNow leaders as they discuss some of the most significant trends of the year – from cybersecurity to customer and employee experiences – when the global health crisis is creating new realities for all of us. Take a fresh look at the trends shaping what’s next in the workplace.

Industry Trends in Vulnerability Response with Dr. Larry Ponemon

Today’s cybercriminals are tenacious, well‑funded, and smart. And as the severity of cyberattacks increases, enterprise organizations find that they are not adequately equipped to prevent criminals from exploiting attack vectors—resources are simply spread too thinly.

Without having the ability to prioritize vulnerabilities, automate processes end to end, and deploy patches in a timely manner, your organization may be at risk—all likely due to patchable issues. Gain valuable insights into the cost‑effective steps you can take right now to expand your visibility and take a more proactive approach to security.

 Join the Ponemon Institute and ServiceNow for insights on:

  • Trends in the threat landscape, along with current gaps in how patch management is handled today, and industry maturity in solution deployment

  • Best practices to follow to help prevent the next breach from affecting your organization

The webinar is hosted by:

  • Dr. Larry Ponemon, Ponemon Institute

  • Jonathan Walker, Lead Vulnerability Response Architect, ServiceNow

Three customer service megatrends in 2020

Forrester predicts the adoption of AI and automation will increase in customer service and unlock more efficient operations and new revenue streams—all while offering better customer experiences as well. Does this include your organization?

Hear from our guest Kate Leggett, Vice President and Principal Analyst at Forrester, as she shares three customer service megatrends for 2020; something all customer service leaders should hear. Key takeaways include:

  • How automation and AI now serve as the customer service foundation

  • Why your organization must produce superagents—supported by AI

  • Steps to rethinking and improving your customer service culture

Featuring Kate Leggett, VP, Principal Analyst, Forrester.

The state of the employee service experience research - Making work life better at every stage of the employee journey

New research from an exclusive ServiceNow® survey revealed that while most employees were enthusiastic about their new roles and had a positive first few weeks, only 63% of the respondents continued to be enthusiastic about their current positions and companies today—that’s an astounding 22% drop. 

Why is that? According to the study, both big and small moments in between matter a great deal to employees. Many complained that only:

  • 54% of employers allowed smartphone access to HR employee tools

  • 33% of employers made it easy to complete paperwork on their mobile device before the employee’s first day

  • 51% of employers made it easy to access a new hire portal and receive their equipment on their first day

Hear from ServiceNow leaders Pat Wadors, chief talent officer, and Chris Bedi, chief information officer, as they review trends from the report and share strategies to improve the employee experience.

 

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Topics

  • Total experience companies outperform: prism refraction with an arrow pointing to the right
    Employee Experience
    Survey says: Total experience-focused companies outperform
    Organizations are aligning employee experience and customer experience to create a positive total experience. See findings from the latest research.
  • 4 ServiceNow employees who worked on support case creation and auto-agent workflows
    Now on Now
    Streamlining support case creation and administration
    When customer feedback revealed areas ripe for improvement, ServiceNow employees listened and upgraded two support workflows: case creation and auto-agent.
  • Scaled Agile Framework (SAFe): business man looking at phone while standing on bridge overlooking a city
    IT Management
    How the Scaled Agile Framework (SAFe) truly supports business
    The Scaled Agile Framework (SAFe) delivery model can help IT leaders manage the transition from a stability-focused to a continuously evolving infrastructure.

Trends & Research

  • Total experience companies outperform: prism refraction with an arrow pointing to the right
    Employee Experience
    Survey says: Total experience-focused companies outperform
  • Customer service: smiling businessman on phone walking outdoors
    Customer Experience
    Survey: 3 tips to deliver world-class customer service
  • Enterprise SRE (site reliability engineering): where service reliability and business agility meet
    Application Development
    Service quality and the rising need for enterprise SRE

Year