Editor’s letter

Customer experience and business agility in the COVID-19 era

As a mum of two schoolchildren, I was pleasantly surprised at how quickly their education moved online this spring. A digital classroom experience greeted them after their Easter holidays, when schools remained shut due to the pandemic. My kids were some of the lucky few, even though they may not have always appreciated this!

Much like my children’s education, many ServiceNow customers have digitally transformed faster than they otherwise would. In this first quarterly edition of EMEA Workflow, we focus on digital customer experience in the COVID-19 era.

Our lead article this quarter comes from Steve Harding, ServiceNow’s VP of customer service management for the EMEA region. Steve presents three strategies to help organizations provide effortless customer service. It’s well worth a read.

I’m also happy to introduce Paul Smith, our senior vice president and general manager for EMEA. You’ll hear more from Paul in future issues, but you can get to know him here.

Elsewhere in this edition, we discuss ServiceNow’s most recent data centre investments and explain how we’re supporting our customers’ digital transformation journeys and helping them navigate the post-Brexit landscape.

We’re excited that Accenture, Deloitte, and KPMG are ServiceNow’s lead go-to-market partners for our new financial services, telecommunications, and healthcare services products, respectively. You can hear what they have to say in the mini-podcast series, included in this issue.

Finally, we asked several of our innovation evangelists for their views on our latest customer experience research. Our evangelists are well respected, opinionated, and add more than a dash of colour to the findings!

I hope you find this an insightful read.