EDITOR'S LETTER | February 17, 2023 | 2 min read

Innovating through uncertainty

Companies face an array of challenges. Technology that increases productivity and efficiency offers a clear solution.

By Chris Bedi, chief digital information officer at ServiceNow

Editor’s note: Chris Bedi is the chief digital information officer of ServiceNow. He guest edited the winter issue of Workflow Quarterly.

It’s hard to deny that our world is in the midst of profound change. An ongoing global pandemic, extreme weather, economic and market challenges, political instability here and abroad… and who can say what’s next?

As ServiceNow’s chief digital information officer, I ask myself every day how companies can use digital technology to navigate the challenges they face to better serve their customers.

That’s why I’m beyond pleased to announce the winter issue of Workflow Quarterly. It’s filled with insights designed to help business leaders meet the global challenges of today and the opportunities of tomorrow.

We paired up with our longtime research partner, ThoughtLab, to survey 1,000 global C-level executives on their biggest macro challenges and what they think the future holds for their organizations.

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One key finding: Companies that have seen the benefits of digital transformation aren’t backing off these investments. Instead, they are focused on increasing the efficiency and productivity of their operations to help them thrive in tough times. The executives we surveyed said areas such as customer experience, employee experience, and cybersecurity will receive even more focus in the nearterm because they’re critical to navigating a fraught macro environment.

When asked to identify their top strategic priorities in the coming years, organizations were more likely to name accelerating digital transformation and maximizing profit than any other goals. These same companies are bullish on the future, taking stock and investing now and predicting clearer skies ahead.

In this issue of Workflow Quarterly, we bring you a collection of thought-provoking articles that explore these themes in even greater depth. On page 10, VP of Research Nicolas Chapados explores ChatGPT and future applications of generative AI in the enterprise. On page 16, Evan Ramzipoor takes a deep dive into cybersecurity to see how the pandemic and other worldwide events have changed the nature of risk. And on page 22, Peter Burrows reports on the deflationary potential of digital tech.

That’s just a taste of what’s in our pages this quarter.

As always, we thank you for reading.

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Excecutive Portraiture retouched selects

Chris Bedi is the chief digital information officer at ServiceNow. He leads a global IT organization that is leading digital transformation to create tangible business value for an enterprise cloud company that makes the world of work, work better for people.

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