Employee experience is becoming an increasingly important topic for companies, and for ServiceNow as well. But what are the elements of employee experience, and what does it have in common with one-click shopping? To find out, we spoke with Martin Kraus and Mats Nemelka of ServiceNow for the new episode of the GuideVision Insider Podcast.

Martin leads the solution consulting team for ServiceNow for Switzerland, Germany, Austria and Eastern Europe, and Mats is an employee experience solution specialist for ServiceNow, working on Martin’s team.

They explained that employee experience is a combination of several processes that, when assembled together in the right way, can bring improved productivity, greater employee satisfaction and lower costs for companies. And just like one-click shopping, employee experience is made up of dozens, if not hundreds, of individual workflow processes. ServiceNow is a platform that excels at workflow, and the employee experience as powered by ServiceNow can bring numerous benefits.

As Mats explains, employee experience is a triangle with three elements: Employee engagement, productivity and automation. These come together seamlessly for the employee in ServiceNow’s suite of tools.

The pandemic also showed the importance of workplace flexibility, Martin explains. Companies that did not digitize their workflows found themselves greatly limited in what they could do, while those that made investments into digitalization are reaping the benefits not only in terms of improved productivity and cost savings, but are also able to attract and retain employees, he says.

Another shift is underway, Mats points out: In the next decade, people entering the workforce will be ‘digital natives,’ having had mobile technologies all their lives. This new generation has a different set of expectations for what companies should deliver, and how.

Martin also provides an overview of the development of ServiceNow’s best-of-class employee experience solutions, and explains that it has evolved due to companies seeing what could be done with IT service management, and applying similar workflows for HR.

💡INNOVATING ON SERVICENOW - Innovations can happen on the Now Platform by deeply understanding customer needs and then coming up with ways to reuse the solutions, says GuideVision Principal Consultant Filip Vacula in our new podcast episode.

💪 The Now Platform is flexible and enables many ways to solve problems, including the ServiceNow Store for third-party solutions, Filip says. Filip should know, as he is one of the developers of GuideVision's ParcelGO software, which adds shipping capabilities to ServiceNow.

🌟 ParcelGO showed its real value during the pandemic, when companies had to adapt their processes to enable employees to work from home. Shipping then became key to many processes, especially in IT Service Management, Filip explains.

👨🏼‍💻 As a principal consultant, Filip is enthusiastic about the popularity of citizen development, as it will enable companies to solve their own problems without requiring developers as much. He has seen citizen development in action with some of the clients he has worked with, and is convinced of its usefulness.

💻 Filip discusses these issues and more in the new episode of the GuideVision Insider podcast, which is available now in video and audio form.

🇩🇪🇦🇹🇨🇭DIGITAL TRANSFORMATION IN THE DACH REGION - The DACH region - Germany, Austria and Switzerland - has its own set of strengths and challenges with regard to digital transformation. As GuideVision Managing Director for DACH, Alexander Keim has a unique perspective on how the region is performing, and where improvements need to be made. He talks about this in the new episode of the GuideVision Insider podcast, which is now available on leading podcast platforms. 

🧑🏻‍💻 PUBLIC VS. PRIVATE - There is a big gap between private companies and the public sector in digital transformation, and while ServiceNow would be good for the public sector, Alex doesn't see adoption happening any time soon due to over-cautiousness. The commercial sector, is making great progress, but more needs to be done. 

🦄 WATCH THE UNICORNS - The growth in business in the DACH region most likely will not come from the traditional manufacturing or finance sectors, which have large headcounts and high energy costs. Instead, it will likely come from startups and scale-ups like Zalando or some of the fintech companies, which are better able to take advantage of economies of scale.

🙋‍♀️ GROWING THE SERVICENOW TALENT POOL - With competition fierce for ServiceNow talent, GuideVision has taken steps to train people in ServiceNow who have not had previous experience with the platform. The first set of graduates of an intensive training program now have their CSA certification and joined GuideVision at the beginning of November. All companies in the ServiceNow community should be taking more proactive steps to increase the number of qualified personnel, Alex says.

🤖 HYPERAUTOMATION AND ABBA - One of the best examples of hyperautomation in action, Alex says, came when he saw ABBA perform virtually in London. He says that now they have worked out the technical issues, there is nothing to prevent them from presenting virtual performances around the world. Hyperautomation depends on having the right information, and as soon as the human input issues are worked out, it will happen quickly in certain businesses, he believes.

GuideVision is an Infosys company.

#ServiceNow #digitaltransformation #DACH #training #hyperautomation #podcast

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