Harnessing the power of the cloud to create personalized experiences

  • IT Management
  • Solutions
  • Usman Sindhu
  • 2022
January 26, 2022

Power of the cloud: A businessman looks at his smartphone under a cloudy sky.

Technology teams are under more pressure than ever before. They’re balancing the demands of a changing workplace, growing customer expectations, and shifting from traditional to digital delivery. While managing more applications with less visibility, they face expectations to deliver fast, customer-grade experiences.

These digital experiences are increasingly enabled by the cloud. Digital customer service interactions are expected to increase by 40% as more customers turn to digital channels and away from in-person services, according to Forrester.

At the same time, these technology teams need to be product-focused, meaning they need to speed up the delivery of new products and services where the cloud plays a central role.

Many enterprises have made significant strides in adapting and adopting technologies in step with the changing landscape. But there’s more that can be done to transform the world of work. To build seamless and differentiated experiences end to end, teams must adopt operating models that work faster, without sacrificing quality.

Putting the cloud to work for you

From harnessing the full power of your cloud to creating personalized contact center experiences, the right technology is key. With about 50% of all corporate data currently stored in the cloud, according to Statista, it’s clear many have already embraced the cloud. Now, it’s time to make it work for you. ServiceNow and AWS can help.

ServiceNow provides a single platform to help monitor your cloud end to end—to accelerate application delivery and ensure services are operating at peak performance. With IT Operations Management (ITOM) and DevOps, along with Lightstep Observability and Incident Response, you can bring application resilience and performance to the cloud—identifying and addressing problems before they affect your customers. 

And, when customers need individualized attention, a personalized solution is just clicks away.

Customers have come to expect tailored service that’s almost instantaneous, but it’s not always possible to provide immediate support with increasing call volumes and staffing challenges. ServiceNow Cloud Call Center for IT Service Management (ITSM) and Customer Service Management (CSM), with native support for Amazon Connect, helps provide a seamless natural language experience. So, customers get the support they need, when they need it.

 

Consolidating for efficient issue resolution

In the last two years, companies have accelerated cloud adoption to develop new applications and deliver products and services faster. Investments in the cloud are paying off in increased employee productivity and scaling resources to meet demand.

However, the overall cloud experience is not ideal, with many tools, change management processes, and screens to visualize information and apply governance policies across the enterprise. Organizations want ways to consolidate and efficiently resolve issues when it comes to technology readiness.

"We're using mainstream monitoring tools today but burning developers out with really long mean time to resolutions (MTTRs). We’re consolidating on ServiceNow and want something to fit into the ecosystem and reduce MTTRs," a global systems integrator and managed IT service provider shared.

ServiceNow helps IT and cloud teams overcome challenges like these on a single platform, building automation around legacy and manual tasks and accelerating application delivery. ServiceNow Predictive AIOps helps identify root cause issues before they impact customers.

Find out more about how ServiceNow and AWS help companies move to a cloud-ready enterprise and elevate employee productivity and customer experience.

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