“Improving the digital experience of customers, employees, and partners is the key to corporate digital transformation”

The coronavirus pandemic has brought about major changes in the work and daily lives of people around the world. In particular, as remote and telecommuting environments, which were only a minor part of enterprises, became the main environment, most enterprises had to experience confusion in a situation where they were not prepared. Now, businesses are desperate for digital transformation and are in a hurry.

Amid the chaos of the New Normal era, ServiceNow’s solutions have enabled more than 14,000 employees worldwide to seamlessly adapt to remote work. Currently, various departments such as HR, work environment support team, and IT are working together on the Now Platform to carry out smooth work. As a result of operating a work environment and business on a digital platform that enables remote work and virtual collaboration, ServiceNow recorded a record growth of 31% in sales last year compared to the previous year.

We met with Kyu-Ha Kim, CEO of Service Now Korea, who took the crisis as an opportunity to take work and business to the next level, and heard about strategies for companies in the non-face-to-face era to succeed in digital transformation and improve their business.

▶ What problems are companies facing in hybrid work environments such as remote, home and office work?

Immediately after the outbreak of the coronavirus, most companies were not prepared to embrace rapid changes, such as the disruption of supply chains caused by COVID-19 or the physically dispersed work environment. In one instance, an employee working from home was unable to access the system due to IT and security issues. Even companies that did not go digital, as well as companies that have invested heavily in digitizing their business processes, often struggled because they were not ready to use the system properly. Changes required coordination and integration across the entire ecosystem, including customers, employees, suppliers and partners.

The biggest stumbling block in a hybrid work environment is that many work processes must be connected to multiple departments in a siled environment. Since the apps used by each department are different, security policies must be applied to each, and collaboration between departments may not be smooth during remote work. Since the coronavirus, the majority of executives are working to digitally eliminate silos within their businesses to ensure a smoother workflow.

▶ What is the strategy for success in corporate digital transformation?

One of the biggest reasons many companies are not successful in digital transformation is that they do not scale adequately from the initial pilot project stage to the next stage. Therefore, it is important to reach consensus among top managers. It should also be taken into account that the digital capabilities demonstrated in pilot projects and the time required to implement large-scale initiatives may vary from department to department.

To realize a true digital transformation, a digital transformation strategy that considers various factors is required. ▲ The entire process must be reconfigured through precise diagnosis rather than simply changing functions. ▲ We need to build a digital foundation of speed, intelligence, and experience. ▲ Automate processes and remove bottlenecks, build data analytics capabilities to help predict, and improve the experience of employees and customers. ▲ Create value metrics based on employee satisfaction, etc., and adjust purchases and budgets accordingly. ▲ Support appropriate technical training and training for employees to use newly built digital tools.

Developers are also needed due to the explosive demand for digital applications. Therefore, so-called citizen develop and hyper-automation based on low code or no code should seek process innovation throughout the enterprise.

Digital transformation is a huge change across the enterprise. The real results of digital transformation can be experienced when employees and leaders embrace change and make it a part of corporate culture.

▶ ‘Experience’ has become the core of business. What is the most important ‘experience’ for a company?

It’s the ’employee experience’. Digital experiences for consumers have improved significantly in recent years, and many people can now tell the difference between well-designed tools and poorly designed tools. Great apps are easy for customers to use and do what they want with ease. Employees in organizations expect this digital experience as a consumer to carry over to their work experience as well. They want the programs they use for work to be as efficient, easy to use, and as seamless as the apps they use.

The importance of the enhanced employee experience has increased dramatically with COVID-19. Most employees rely on digital tools to do their jobs. Just as consumers expect intuitive digital experiences and pay more for companies that provide them, the same principles will apply to companies’ hiring and talent retention aspects. Employees are more satisfied with companies that deliver better digital experiences. and increase productivity. And this improved employee experience naturally translates into a better customer experience.

Improving the employee experience also improves corporate performance. A study by the MIT Sloan School of Management found that companies that deliver a superior employee experience doubled their innovation performance and customer satisfaction, and were 25% more profitable than the bottom-ranked companies.

Kyu-Ha Kim, CEO of Service Now Korea

▶ What is the difference between ServiceNow’s enterprise workflow innovation solution?

Instead of endlessly replacing the processes and platforms companies use to run their businesses, ServiceNow’s digital workflows improve the way existing processes interact to increase efficiency. When a company digitizes and automates tasks, processes, and workflows that used to be done manually using software or automation tools, manual workflows can be converted into ‘digital workflows’. Digital workflow removes obstacles and bottlenecks that slow down work, eliminating unnecessary work and streamlining work.

Automating digital workflows allows employees to focus on higher-level, critical tasks by reducing repetitive processes. By gaining visibility into seamless processes, executives can improve short- and long-term planning, and adopt and implement new strategies faster.

ServiceNow implements a digital workflow environment in four aspects: IT workflow, employee workflow, customer workflow, and creator workflow. IT workflows modernize operations with a single IT platform to optimize productivity, cost and resiliency. By digitizing employee workflows, employees can easily and seamlessly get what they need in the process, when they need it, and embed intelligence into every interaction, eliminating silos and increasing productivity. Digitalize customer workflows to rebuild customer experiences, extend service operations to connected digital workflows to automate tasks, and increase customer satisfaction. Creator Workflow allows you to quickly build digital workflow apps on a low-code platform and scale them across the enterprise.

▶ What are your future plans?

With more than 6,900 customers worldwide, including 80% of Fortune 500 companies, ServiceNow is expanding its customer domain by industry in the global market. By 2024, organic growth is expected to generate revenues of $10 billion and more than $15 billion by 2026.

Various applications in telecommunication, finance, healthcare and manufacturing are being developed through ‘NowX’, an organization that discovers future growth engines. New solutions are being prepared in terms of ESG management, which is receiving increasing interest recently. We are also focusing on recruiting talent. ServiceNow has rather increased its recruitment during the global coronavirus period. During the corona period, about 3,000 new workers were hired, and the company currently has 14,000 employees around the world.

In Korea, it has been continuously expanding its business since its official entry into Korea in November 2019. It is growing into one of the fastest-growing markets in the Asia-Pacific region and has initially secured customers from various industries in Korea. Domestic partners are also expanding to large IT companies, global IT consulting companies, and cloud-specialized companies. We are trying to provide better service to Korean corporate customers. We will establish ourselves as the most necessary partner in the digital transformation journey of companies in various domestic industries such as high-tech, manufacturing, and distribution.

Reporter Lee Hyang-seon [email protected]

Source: 전체 – 넥스트데일리 by www.nextdaily.co.kr.

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