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Session Code: THS3056
Presenter(s): Richard McGill Murphy
Company(s): ServiceNow
Abstract: How does process automation affect workers and employee cultures? How can leaders implement digital strategies in a way that maximizes both employee satisfaction and business impact? In this talk, ServiceNow editor in chief Richard Murphy presents learnings from the Ethnography of Work study. ServiceNow ethnographers conducted a comparative study of two very different organizations: a healthcare system in Australasia and a state government agency in the U.S. Our goal was to understand how employee experiences change when humans and machines collaborate.
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