2020 Predictions webinar slide deck

12 Days of Giving: Day 12. Three Analyst Statements That Could Reshape Your Business Strategy in the New Decade

It’s the last day of our 12 Days of Giving Campaign. Before we get to our final giveaway, make sure to catch up on all 12 days.

  1. Integration Do’s and Don’t for Digital Workflows
  2. Dear HR… Sincerely, IT
  3. Your Exclusive ServiceNow Research Executive Summary
  4. New Advisory Workbook
  5. Security Operations eBook
  6. Customer Service Strategy eBook
  7. International Law Firm (Case Study)
  8. Acorio’s 2019 Service Portal Lookbook
  9. CMDB eBook
  10. The CIO Mandate: A New IT Business Management eBook
  11. New Asset Management Strategy eBook

And now, if you could cue the 12 drummers drumming… for our final day we are giving you not only our 2020 predictions for the ServiceNow ecosystem but also the predictions from top industry analysts as well. These predictions are diverse. They range from the human condition to the cost of technology and consumer experiences. But what they all have in common is clear – technology is not slowing down any time soon and will continue to shape our lives in meaningful ways.

For each of these three statements, we encourage you to think beyond just the forecast and think instead about how they might shape your strategic plans for 2020 and the new decade.

For example, broad prophecies about human emotions being fundamentally changed by technology should inspire you to consider Virtual Agent applications or other intelligent automation in your business. Or, in the case of the first proclamation, think about how business applications will continue to evolve over the next year and if there is room for your organization to capitalize on natural engagement tools.

Reshaping Business in the New Decade

1. By 2023, 40% of professional workers will orchestrate their business application experiences and capabilities like they do their music streaming experience.

This one is all about creating work environments that are similar to our personal, everyday environments. In the past year we’ve seen self-service technologies rise, but, according to Gartner, this is only the beginning. This self-service is certainly being driven by the consumer world, with many of today’s top brands investing in naturalistic engagement tools such as AI voice search and communications.

“There is often a lot of discussion about how enterprises continue to invest in artificial intelligence (AI) to save time and money, but we often overlook the next generation of customers being equally amenable to conducting their personal experiences the same way,” said Anthony Mullen, senior research director at Gartner.

2. For the next year, digital transformation initiatives will take large traditional enterprises on average twice as long and could cost twice as much as anticipated.

From 2018 to 2019, Gartner saw a six percentage point growth in the number of organizations in the “scaling” phase of their digital maturity and digital transformation initiatives. The growth has been slower than expected as operational complexity increases, impeding the pace of change.

But there is still hope. “Business model changes, as a result of a strategic decision to expand or add to the core value proposition (the mission in the public sector), is the key to transforming the business to a digital business. The addition of digital products and services will drive new revenue.”

For this new decade predictions we will leave you with a few recommendations;

  • Be sure to clearly communicate the cause/effect relationship between your current business model and your scaling digital transformation initiatives. This includes communicating the roadmap progress and KPI’s from new technology implementations.
  • Clarify and untangle the dependencies in your operational interfaces. This can be done side-by-side while leveraging SaaS and microservices to accelerate efforts and sidestep operational complexity.

“Digital transformation efforts will struggle to achieve their full potential unless employees have the ability and ambition to engage fully in the organization’s digital journey. Application leaders should prioritize digital workplace initiatives, and deploy the tools needed to enable them.” – Jeffrey Mann, VP Analyst, Gartner

3. By 2023, the number of people with disabilities employed will triple due to AI and emerging technologies, reducing barriers to access.

This is going way beyond chatbots and natural language processing in the way that we are using them now, and instead actually applying them to create more inclusive communities and work environments. And in case you’re questioning the business feasibility of this – it’s been cited that organizations that actively employ people with disabilities will not only cultivate goodwill from their communities, but also see 89% higher retention rates, a 72% increase in employee productivity, and a 29% increase in profitability.

While your mind is turning over these big-picture predictions it might be the perfect time to dive into what will be happening specifically for ServiceNow in the new year. Check out our 8 ServiceNow 2020 predictions now.