For the second day of Now at Work, Lisa was joined by other Mob members; Maureen, Anna and Josh for another action-packed day at the Excel Centre.
The day kicked off with a keynote from John Donahoe who explained how the world of work must be made easier for employees and the need to keep the complexity of the processes supporting their experience hidden, allowing them to focus on delivering a seamless, automated service.
Senior Vice President of Customer Workflows, Farrell Hough, then joined us on stage to talk through some of the key innovations which formed part of the latest ‘New York’ release and how these were enabling the IT, Employee and Customer experiences for organisations. Here at whyaye! we are excited to continue to work with our customers and help them take advantage of the great new functionality available in Platform and help our customers deliver a first-class experience to their employees and customers.
The Mob then split off to join several sessions on offer during the day including:
- The use of AI in the Public Sector
- Customer Workflows Keynote
- Virtual Agent
- Customer Service Management at Capita
The Mob then came together over lunch to see Lloyds Banking Group’s Head of Systems Optimisation and Resilience, Keith Pearson, talking about Operational Resilience both within the Bank and the wider FS Industry. The whyaye! team have been supporting the implementation of Operational Resilience at the Bank which went live in August this year. It was great to hear Keith talk about the importance and visibility this has now provided the Bank in relation to the Resiliency of Critical Processes and supporting applications which ultimately support and deliver services to over 20 million customers.
Maureen also had the privilege, along with a variety of other customers such as Thames Water, to join a Customer Industry Analyst Panel with some of the UKs leading industry analysts including; Gartner, IDC and Ovum. The analysts posed some challenging questions around the expansion of ServiceNow products across the Enterprise and thoughts on the current licensing model which generated some constructive criticism. Definitely one to watch under the leadership of new CEO Bill McDermott.
To bring us home at the end of a busy and insightful day, VP of Innovation Chris Pope talked about the possibility of the platform when using some of the great new functionality, available in the latest release, ‘New York’. He was joined by Enterprise Strategist Richard Wall to bring to life some of these possibilities including leveraging Siri technology (other virtual assistants are available) in tandem with Natural Language Understanding (NLU) to make the employee experience in work one which mirrors the experiences outside of the workplace.
Thank you for another great event ServiceNow, we look forward to seeing you all in May in Orlando for the annual Knowledge Event.