The future of the workplace—predictions for 2020 and beyond

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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

  • 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