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The future of the workplace—predictions for 2020 and beyond

ServiceNow Blog
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  • 2020
January 21, 2020

What major trends are shaping the future of the digital enterprise?

ServiceNow polled some of its leading technologists to get their take on this big question. Their insights, surprisingly, tended to revolve around a common theme: Some of the biggest tech advances and innovations for the workplace will focus on the design and delivery of employee services. Here are a few highlights.

 

 

Your ultimate goal should be to incorporate transformation customer service trends to create strategies for the next two years aligned with the new customer service model. It’s also important to collaborate with your providers and partners to determine how to better achieve a truly effective customer service platform for everyone, not just customers, to have better experiences. 

To get a more complete picture of the new customer service model, check out ThinkJar’s publication: Customer Service 2019-2024: a Framework to Adopt the New Model of Operational Excellence for Your Service Team and hear more about what Esteban had to say on the topic in this webinar. 

In the Customer Service is Digitally Transforming – Series, you'll find the following posts:

Part 1 - Customer service is digitally transforming—Are you ready?

Part 2 - Six trends driving customer service

Part 3 - The new customer-centric customer service model 

Part 4 - How to translate CSM trends to business value (this blog post)

Topics

  • Knowledge 2023 takeaways: a group of women raising their hands
    Events
    4 takeaways from Knowledge 2023
    Knowledge 2023 united thousands of ServiceNow customers and colleagues at the first single global user conference in three years. Here are four key takeaways.
  • Artifacts of pride: 3 ServiceNow employees
    Culture
    Showcasing artifacts of pride
    In honor of Pride Month, three ServiceNow employees share personal artifacts that have shaped their lives. Watch a video and get inspired.
  • DEI data analytics: group of diverse workers in conversation
    Culture
    Using DEI data analytics to know where we are and to strategize
    It's impossible to truly embody DEI without first knowing the current state through DEI data analytics. Find out how ServiceNow uses DEI data.

Trends & Research

  • ESG technology: green surrounding a river, woman smiling, 2 government employees in conversation
    Cybersecurity and Risk
    Survey says ESG technology drives results
  • RPA: group of workers gathered around a conference table looking at a laptop
    AI and Automation
    Forrester report: ServiceNow debuts as a Strong Performer in RPA
  • Digital innovation: three workers looking at a computer monitor
    AI and Automation
    Survey says digital innovation is the way to navigate macro uncertainty

Year