Learn how enterprises like yours optimize employee experiences and boost productivity and engagement CUSTOMER INSIGHTS Employee Experience Testimonials Book of Knowledge Say YES to success: Let’s win together It’s hard to believe we haven’t been together in a global Knowledge event since 2019. Where did those four years of our lives go? So much has changed since then. In 2019, ServiceNow was actually half the size we are today, and we had half the number of products on our magnificent Now Platform®. Your companies, and each of us as individuals, have been through a lot. Between 2020 and 2022, ServiceNow accelerated 10 years of innovation in less than two. In that same time, technology innovation also accelerated by at least 10 years. The next 18 months will be the most active time ever for technology innovation in the history of the world. Change will never move this slowly again, which is why being together is our ultimate asset. It’s time to rise up Ninety percent of the businesses out there are linking skilled transformation with their ability to realize their company’s strategy and their company’s performance. We need more ServiceNow professionals to build the future. And we are making it very clear through our global program RiseUp with ServiceNow, which is our commitment to upskill one million people by the end of next year. One million! IT is the business strategy Nearly 40% of the CEOs in the world today think that their companies will no longer be viable in 10 years if they don’t radically change course now. And digitizing their future is the number one thing on their minds. But something that keeps holding us all back is we’ve somehow allowed this narrative that it’s IT versus the business. And that’s wrong. It’s time to leave that fallacy behind because today the IT strategy is the business strategy. That’s it. Two years ago, we came up with the idea: “The world works with ServiceNow™.” Just like the organizations featured in this customer testimonial ebook, we want your company to work with ServiceNow because your success is our success. This is about a commitment, a solemn oath that together we’re going to make the world better for everyone because we can. This is a mission. Our ServiceNow colleagues all over the world live for our customers and innovating for our customers. So I want to take this moment to celebrate what we’ve done and, more importantly, what we will do together in the future. Bill McDermott, ServiceNow CEO Excerpts from Bill McDermott’s keynote presentation at the ServiceNow Knowledge 2023 event 2Customer Insights | Employee Experience Testimonials Harnessing the AI opportunity Knowledge 2023 was monumental in demystifying AI for our customers while also showcasing the technology’s real-world applications for enterprises. Across the event, attendees learned how the rise of the “exponential enterprise” is supported by innovative AI solutions that help create truly connected organizations, deliver better customer service, and free up staff to work on critical tasks. AI built for the Now Platform One criticism of AI that’s often mentioned is that it’s not suitable for all businesses and industries. This is no longer a problem thanks to the new ServiceNow Generative® AI Controller. Organizations connected to the ServiceNow ecosystem will be able to easily connect ServiceNow instances to OpenAI and Microsoft Azure OpenAI Service. With this development, any existing ServiceNow experiences can use generative AI capabilities to answer questions, summarize existing content, and produce new content from a single integration point. Simply put, if you’re on the Now Platform, AI integration is ready for your business. AI-powered search that fits your business We’re committed to helping our customers deliver the best possible service to their customers and colleagues. With Now Assist for Search, we can do that better than ever. Now Assist for Search is a new tool that uses generative AI to recognize intent. It provides natural language responses based on the customer’s own knowledge base when users pose questions in Portal Search, Next Experience, or Virtual Agent. Because Now Assist for Search pulls information from within a customer’s environment, results are more accurate for internal agents or external customers, greatly reducing the likelihood of error or hallucinations (when AI produces unexpected results). Onward together Organizations need to equip themselves with the digital tools of the time to weather the storms of uncertainty and come out winning, undeterred by disruption. We recognize that C-suite leaders across the world seek to architect a generative AI roadmap that drives business performance. With this in mind, ServiceNow along with our partners, are developing custom large language models trained on data specifically for the ServiceNow platform. We’re excited to put this infrastructure in place for our customers so that they can bring their businesses to the next level. It’s never been a more exciting time to be a member of the ServiceNow community. We’re committed to helping our customers deliver the best possible service to their customers and colleagues. 3Customer Insights | Employee Experience Testimonials Empower shared services and workplace service teams to respond with agility There is tremendous value in improving the experiences of your employees. At ServiceNow, we’ve built a modern platform that allows you to do more with less and improve visibility across all of your organization’s shared services. Consolidate service channels Specialized systems may have short-term benefits for a single department but are a headache for organizations looking to create unified experiences. The foundation of great employee experiences is the consolidation of multiple service channels into a single highly automated and efficient portal. This consolidation goes hand in hand with governance and reducing the number of systems that need to be maintained. To ensure the revamped portal is a success with employees, it’s vital to ensure any supporting self-service information is current and clear. These best practices were front of mind when Dell Technologies revamped its HR system and onboarding process. The company realized that its current layout was not fit for someone new onboarding with the company, and that access requests were confusing. Dell Technologies implemented a multidepartment employee portal powered by ServiceNow. The portal includes a united experience layer for AI search, virtual agent personalized content, proactive communications, and chat across HR and IT. Now, Dell Technologies can deliver increased productivity with revolutionary employee experiences. Increase productivity and improve employee experiences The path to productivity starts with better support for employees. Companies who can’t rapidly meet changing employee expectations will find it harder to attract talent and will experience higher employee dissatisfaction and turnover. Technology is only part of the solution to this challenge, but once you understand the employee pain points in your organization, a foundation of robust HR solutions can help you plot the correct path forward. When Mars Global Services began streamlining its HR department, it made sure the employee had a seat at the planning table. After consolidating five service portals, four service bots, and more than 1,450 processes, the company took the time to gather feedback and optimize accordingly. Mars is providing an elevated level of support to ensure the seamless adoption of its revamped service. Read on to discover how other ServiceNow customers are driving shared services efficiencies. The path to productivity starts with better support for your employees. 4Customer Insights | Employee Experience Testimonials Use Case 1 Building an Employee-First Services Portal The path to employee satisfaction and increased productivity starts with better support for your shared services. As one of the major touchpoints between an organization and its workforce, many service teams are often hindered by limited visibility across service operations. Employees are also confused when forced to navigate multiple portals and processes. Many of the success stories in this testimonial book tell the tales of organizations that rebuilt their shared services offerings with an employee-first mindset throughout the entire project lifecycle. Ease of portal use, accessibility, and intuitive design were all implemented with the employee in mind. A standout message from our customers is that maintaining shared services is an ongoing journey that must be constantly optimized to match the changing needs of an organization’s workforce. 5Customer Insights | Employee Experience Testimonials Everything around technology enablement is table stakes. But having a consumer- grade, simple, and engaging interface for your employees—this is what they want, this is what they need.” Volker Schrank Senior Director of HR Technology and Employee Experience, Mondelēz International Mondelēz revolutionizes global HR shared services If you’ve ever had a snack before, then you’ve probably enjoyed a bite from Mondelēz International, which includes iconic brands such as Oreo, Ritz, and Clif Bar baked snacks as well as Cadbury Dairy Milk and Toblerone chocolate. Mondelēz is one of the largest snack companies in the world, with global net revenues of approximately $31.5 billion in 2022. It has about 91,000 employees in more than 80 countries. The company’s ambition is deeply rooted in its overall HR strategy. Previously, it had an insource HR service delivery system, but the system lacked case management, workflow management, and knowledge management functionality. With a significant gap in the HR experience provided to employees, Mondelēz decided the time was right for a technology upgrade. After much trial and error, the company went live with a new experience platform in 2021 using ServiceNow® Employee Center and HR Service Delivery.