“It’s a Wrap!”
We concluded our fourth quarterly Next Generation Intranet special interest group (SIG) meeting on November 17; joined by 226 employee experience advocates across 91 ServiceNow customer organizations. Senior Director of Portal Experience at ViacomCBS, Stuart Winchester, shared ViacomCBS’ drivers, approach, strategy & designs to deploy their next generation intranet using the ServiceNow Platform and Employee Service Center.
Striving to consolidate 15 separate intranets while offering their employees a consumer-grade experience, ViacomCBS set out to “to build a world-class employee experience, based on what matters most to our people, to help them thrive in their work and lives.”
Following their merger in December 2019, ViacomCBS desired a single global intranet that also provided localized control to replace a myriad of technologies including SharePoint, which they noted had a high bar of entry for non-technical content managers. They selected ServiceNow because of its “phenomenal” audience targeting capabilities to deliver personalized experiences, as well as its pre-built integrations to many important enterprise functional systems; especially HR systems. Stuart noted ServiceNow’s “unmatched” HR Service Delivery capabilities to assist employees and new hires when they need help and ServiceNow’s ability to meet ViacomCBS’ creative and exacting styling & branding elements. ViacomCBS plans to roll out ServiceNow as the “front door” to employee experiences and delegate control of much of the local content and language translations to their global network of content managers. To facilitate this, Stuart shared ViacomCBS’s approach for delegated content management & translations governance across companies and countries.
Stuart assigned high marks to Logical Design Solutions (LDS) for their employee experience strategy & design services and to Intellective for their ServiceNow “Wonder” CMS bolt-on application and implementation services.
Following Stuart’s presentation, we demonstrated ServiceNow’s new Employee Center Professional (Rome release) product to highlight the ways in which it supports customers’ desire to replace their legacy intranets with an intelligent platform-based approach that offers omni-channel targeted content, a consistent taxonomy for unified services and information, workflow, artificial intelligence, federated search, integrations, and dynamic topic pages.
We discussed the Employee Center Academy training available on the ServiceNow Community and ServiceNow’s Lighthouse Program for customers wishing to migrate to the EC Pro portal.
Sancho Pinto, Senior Director of Portal Experience at ServiceNow, and Corey Leamon, Principal Product Manager Employee Experience at ServiceNow, shared ServiceNow’s Employee communications & intranet modernization product roadmap, including the new content publishing experience that hit the ServiceNow Store on November 18th. The new interface is designed to be more intuitive and to guide content managers as they draft, schedule, target, and preview individual pieces of content that they may publish singularly or incorporate into multi-phased informational campaigns across multiple channels (e.g. portal, mobile, Microsoft Teams, Workplace, email.)
ServiceNow is offering individual research sessions for “Defining the Modern Intranet”. You may schedule a 45 minute session with ServiceNow’s product team to share what is important to you as you replace your legacy intranet with an intelligent platform.
Finally, Amjad Shaikh, Dir Enterprise Wide Systems Management at ServiceNow, shared the NowOnNow intranet pack on the Innovation Labs section of the ServiceNow Store, available for all ServiceNow customers to download and deploy for free. Amjad then shared his team’s future plans to augment the intranet pack over the course of next year.
Available Today:
• Social Feed – Facebook Workplace Integration
• Stock Widget
• Weather Widget
• Bookmark Widget
At our next SIG gathering in Feb 2022, we will continue to discuss delegated content governance strategies and engagement analytics. Be on the lookout for webinars on the Community related to optimizing AI-Powered Search. If you have other ideas or would like to be a speaker, please let me know.
Eric
Additional Resources
Next Generation Intranet Special Interest Group (SIG) Highlights (Jan 2021)
Next Generation Intranet Special Interest Group (SIG) Highlights (April 2021)
Next Generation Intranet Special Interest Group (SIG) Highlights (July 2021)
Amdocs Central Knowledge21 Presentation: Our New Intranet - On-Demand Video
Solution Brief - Replace your Legacy Intranet with a Modern Employee Experience Platform
Forbes Article - Welcome to Your New Digital HQ
