“When I say digital transformation, I mean digitally connecting with customers, providing a better digital experience for employees, and using digital workflows to drive productivity and efficiency,” says John Donahoe, CEO, ServiceNow. “This means businesses can dedicate their scarce resources, talent and capital to innovating for their customers—and not dealing with the complexity of running a global enterprise.
And yet, with this renewed focus on customer experience—heightened and enhanced by advanced technologies—organizations can make the mistake of overlooking the employee experience. According to Donahoe,“You can’t deliver a great customer experience, unless you have great employees. And in this day and age, you can’t attract and retain the best employees, unless you provide the best employee experience.
“When I am trying to drive digital transformation, what I look for is something that can drive speed, intelligence and great experiences,”says Chris Bedi, CIO, ServiceNow. “And ideally these areSuccessful digital transformation is hard work. Organizations have to re-design and digitize their workflows, with employees at the core, and mindsets have to shift across boardrooms and borders.
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