2019 was an exciting year for ServiceNow—not just in terms of business results, but in how we led a series of important conversations about the future of technology and work. On our Workflow site, thought leaders across the company weighed in on a range of timely issues, from a new manifesto for IT to a new sense of purpose for employees. Here’s some of the best thinking on Workflow from 2019:
Michael Hubbard: Beware the KPI trapMetrics Should Aid KPI Strategy, Not Replace It - Workflow™
Hubbard, global VP of value management, reminds executives to resist the urge to drive their companies by metrics like KPIs. Getting the numbers right is critical to success, but one can avoid what he calls the “KPI trap” by making sure that math takes a backseat to the broader work of tracking the value outcomes of your strategy.
Dave Wright: How to build a connected enterprise
Our chief innovation officer feels the time is ripe for global companies to become mobile-driven, connected enterprises. Mobile is here, IoT is expanding its footprint, and by determining the right processes, data, and digital workflows, companies can build the foundation for dramatic improvements in asset effectiveness.
Chris Bedi: 3 priorities for modern CIOs
Drawing on a survey of more than 500 global CIOs that focuses on three paramount concerns facing leaders like himself, CIO Chris Bedi argues that digital workflows are central to achieving other organizational objectives, that CIOs must collaborate with their fellow c-suite executives to build transformational teams, and that they are more key than ever to crafting successful customer experiences.
Greg Petroff: The future of workflow
Petroff, VP and head of design for NowX, argues that defining and improving workflows is inseparable from the most important corporate innovators of our time, and those yet to emerge. The greatest promise of digitizing and automating business processes is enabling people to work how they want, when they want.
Dean Robinson: A holistic cure for what ails customer support
Robinson doesn’t see much difference between what makes for a great support team and what customers seek from a positive support experience. The challenge is the same: providing a seamless, integrated solution that breaks down communication silos, automates workflows, improves transparency, and empowers customers to resolve issues on their own.
Pat Wadors: People get ready
With so much attention paid to the way that digital tools and even robots are changing the workplace, chief talent officer Pat Wadors brings up a counterintuitive point—that the fulfillment of human potential is more important in the workplace than ever. Employees in any industry will embrace change not because it helps them work more efficiently, but because it connects to their sense of purpose.
Pablo Stern: An IT manifesto
Pablo Stern, SVP of IT workflow products, believes the IT industry has matured to a point beyond simply keeping up with rapid tech advances. New digital consumer experiences show that we can pay off the most hopeful promises of technology in the workplace, too.