4 ways to future-fit your business to thrive in uncertain times

  • Solutions
  • AI and Automation
  • 2022
  • Lana Gates
December 06, 2022

Uncertain times: man standing in front of open laptop looking out a window

Uncertain times are often a catalyst for important innovations. During the Great Depression, for example, inventors created nylon, magnetic tape recording, and the first working helicopter—all of which are still in use today.

To be prepared for the future, you need to take stock of where you’ve been, what you’ve accomplished, and where you want to go. Let’s look at four tech trends that are resonating with ServiceNow customers.

1. AI-powered service operations

Forbes predicts we’ll see artificial intelligence (AI) everywhere in 2023. One application that’s been gaining traction is AI-powered service operations. Using AI in this important area can help tame the voluminous data and information to simplify the jobs of IT and service department workers. Implementing AIOps can:

  • Increase data value

  • Reduce costs

  • Streamline IT operations

  • Improve the employee experience

Watch our benefits of AI-powered service operations webinar to find out how an AI approach can help your organization overcome technology complexity.

2. Hyperautomation as a business strategy

Hyperautomation combines numerous technologies, such as AI, machine learning, and robotic process automation (RPA), to streamline processes and help organizations run efficiently. The key to hyperautomation is integration between systems, apps, and data.

Automating processes can bridge the gaps between siloed systems to create effortless customer experiences, which in turn can boost loyalty.


With the worldwide RPA and hyperautomation market expected to grow at a 23% compound annual growth rate between now and 2027, according to ResearchAndMarkets.com, now is a good time to prepare your organization to embrace it.

Discover key findings from a Forrester Consulting study on the subject in The state of hyperautomation as a business strategy. Forrester Analyst Craig Le Clair joins Derek Birdsong, director of automation product marketing at ServiceNow, to discuss how hyperautomation breaks down business and technology silos.

3. Integrated risk management

In these uncertain times, business resilience is more important than ever. Modernizing IT platforms is the No. 1 way to improve resilience, according to research by ThoughtLab and ServiceNow. Other important steps include improving communications, providing resilience training, and assessing and managing privacy risks.

An integrated approach to risk management offers one of the best ways to manage vulnerabilities. Watch Managing risk in digital transformation to learn the current state of risk and compliance. You’ll also discover how integrated risk management busts silos and frees teams to work on high-value tasks.

4. Effortless customer experiences

A survey by ServiceNow and Qualtrics found 69% of customers toggle between two or three channels to resolve an issue. Interestingly enough, 81% of IT workers believe IT can play a major role in upgrading the customer experience.

Automating processes can bridge the gaps between siloed systems to create effortless customer experiences, which in turn can boost loyalty. Gain insights from ServiceNow customers in Work smarter, not harder. You’ll learn how automation can improve the customer experience and your business’s bottom line.

© 2022 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.

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Trends & Research

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