(lively upbeat music) - Welcome, everyone, to our session titled Empower a Connected Employee Experience with One Platform. Before we begin, we need to complete some administrative business. This presentation may contain forward-looking statements that reflect the current beliefs of ServiceNow and are based upon the current information available. These forward-looking statements should not be relied upon when making purchasing decisions. But that's complete, let's get started. I'm David North, I'm the senior director of Engaging Technologies. I've been with ServiceNow for four years. One of my primary areas of responsibility as a product leader is for employee portal and mobile. I share these responsibilities with our product leader, Deepika Dahiya. Deepika, will you introduce yourself? - Hello, everyone, and welcome to Knowledge. My name is Deepika Dahiya. I lead the portal and mobile product teams internally and been with ServiceNow for more than five years. Nice to meet you all. - In the next 25 minutes, we will share our journey as practitioners responsible for the experience of our employee portal. We're gonna highlight the value of the ServiceNow platform and our employee portal product EC Pro. We'll review the evolution of our experience for our employees while increasing their productivity, creating a connected experience, and most importantly, providing joy to all ServiceNow employees. One of the first steps in the evolution of our employee portal was changing our perspective, our point of view on how we were looking at the purpose and value of our employee portal by shifting our focus from the outcomes that we wanted to deliver from specific outcomes desired maybe from a corporate perspective to really focus on the employee's perspective. Thinking about it from the point of view of what was the intent of the employee when they come to the employee portal? Once we started looking at it, our use cases with the intent of the employee, the first step was simplifying the experience by providing a single digital front door to get stuff done. Our previous landscape included multiple portals, web pages, and disorganized processes that required employees to know where to go to complete the task or assignment that they're trying to get done. Everything was siloed. Based upon the research from our experience design team, which included the intent of employee, we determined that My ServiceNow employee portal should be the one place that an employee should go to receive personalized content, do activities and tasks which were relevant to them and the personas that they play, and to help them get their work done. So what does a connected experience look like? It starts by making work feel familiar. Employees want the same consumer-like experience they get at home while they're at work. That experience is simple, it's personalized, it's intentional. It adds value to their day. And it's also available to you when you need it, both on desktop and mobile. Employees want access to their information to do their jobs wherever and whenever it's convenient for them. And when we deliver this connected experience to them, the result is increased productivity, more engagement, and a happier workforce. The steps in a journey to a connected experience should feel familiar to many of you. Our journey started out as an internet, basically a landing page with groups of hyperlinks based upon static topics and information. Step two in our journey was the creation of a service portal with topics structured in organizational hierarchy alignment with associated sub pages. This created silos of information and experiences. Some of the sites were good and others were not maintained at all and added little value. In addition, the experience in each site was based upon the individual team resulting in a confusing experience for users. The next step in our journey was the creation of an employee portal, which provided more consistent user-experience. It solved services end-to-end for employees. And we started to get some levels of personalization such as myLinks. But we were still aligned to organizational hierarchy, which required employees to understand what each organization was responsible for, such as finance being responsible for approving travel to get things done. Our next step in our journey was delivering a unified employee experience for all employees based upon their intent and of the many personas that they play, whether they're an engineer or a manager, et cetera. We organize our content based upon the different employees journeys through their alignment through me, my work and grow. Considering the whole employee, this single digital front door to everything that an employee needs is personalized, it's action-focused, and it's a connected employee experience Through My ServiceNow, the name of our employee portal, we create value through delivering services, providing personalized content, and unifying systems. This is experienced by employees through actionable communication such as your to-dos or through notifications or through search results. We're leveraging technology such as ML and AI and GenAI to drive features such as recommendations and content summarization, and suggested actions such as training, for example. If an employee has training to do, it'll show up in their to-do widget. In addition to notifying the employee what they have, what training they have to do, as well as when it's due, we provide the employee the opportunity to book time in their calendar with a click of a button without ever leaving the homepage. We also utilize human-centric design methodology, which focuses on the employee, their engagement and their desired outcomes based upon the experience design research. In addition, we leverage what we know about the employee to personalize the news and the events, the activities and cultural recommendations to ensure that as much as possible the experience is personally relevant and drives connection. By connecting to their systems and applications, we can pull and frequently utilize activities and tasks onto the homepage for direct action without requiring the employee to ever leave My ServiceNow experience, which is familiar, simple, common, and yes, connected. And now I'll turn it over to Deepika to provide you with some concrete examples of the experience I have described. - Thank you, David. And as David mentioned, it's all about people. So people need to be at the center of our experiences. And we are all humans. So our technology, our experiences need to elicit those positive emotions from our employees, from our people so that they truly feel productive and really belonged in the company. So I'll give some concrete examples of how we are really enabling productivity and joy into our employee lives through My Active Items, through our Celebration Central products, as well as My Assist and Notifications. So before I delve into these experiences, let me introduce you to Jane. Jane is one of our people manager who joined ServiceNow a couple of months ago. And one of the most important things that are always top of her mind is how does she stay on top of her routine, approvals, tasks? Because she work in multiple applications which have disparate experiences, they are scattered. If there are any urgent actions she need to do, she needs to really get into five different applications. There is not one centralized place. So this is always on top of her mind, and it's a problem in her head. And when she went to My ServiceNow, she was really pleasantly surprised that there is a solution to her problem. And that is Active Items on My ServiceNow, that's on our employee portal. It's a centralized place for all of the to-do tasks that she needs to stay on top of. We have currently 170 plus different to-dos coming from all our enterprise applications. She can stay on top of her approvals, all her sales codes approval from CRM dynamics, expense approvals from SAP Concur, if she's hiring a new person, all the job offer approvals from SmartRecruiter. She doesn't need to really log in into these five different systems. She comes on My ServiceNow at a centralized place, she sees everything with all the right data points to make informed decisions. And not just approvals and tasks. So if she has any learnings that she needs to complete, she goes on My ServiceNow and can see all the learnings that are pending, and she can book focus time to get the learnings completed. She can look at the request she has opened with IT, HR, legal, finance, all the various corporate functions. She doesn't need to know which team or which group needs to fulfill those requests. She'll get all that information through My Active Items on ServiceNow. And if she's on the go, she'll get a push notification for the most urgent items and she can do it right away without being tied to the desktop. So it's Active Items and the centralized paradigm of all these actions and to-dos is really a productivity enabler into Jane's life, and she's super happy. As I said, she's just a couple of months into the company and her manager now asks her that, Hey, we are going to Knowledge. Go prepare this particular content, one line request, and we have all been there, right? So now she's thinking, how do I get more information about Knowledge event overall? So again, she goes on My ServiceNow because she has started to trust this application, and because of the AI revolution in our personal world, she expects that she'll get really direct answers from multiple data sources rather than just links like a traditional search result to go to this particular place to get this content, and she's expecting all of that. And again, she gets surprised and see that My ServiceNow's search is really federated. When she search for Knowledge, she gets synthesized content in a summarized way rather than 5KB articles or go to these three different SharePoint sites to get a summarized GenAI-driven answer with a call out that yes, it's an AI-generated response and the technology needs her feedback to further get better and to give more relevant answers. So this was super helpful for her. She gives a thumbs up. And now she's able to prepare that content. She gets the task at her hand done. She's able to complete the initiative, and now she feels like she's done a lot of work. Let me plan a PTO. So when is the next upcoming holiday in the company? She searches for the holiday on My ServiceNow and she gets a direct answer based on where she is located. ServiceNow is a global company, so she gets the next holiday in US because she is based out of a US location, and it's a Wellbeing Day. Again, ServiceNow takes care of its employees. So we get certain days where we get collective pause. So she's super happy that an upcoming Wellbeing Day's coming. So she plans her PTO, great. She can get to the full holiday calendar. When are the next upcoming holidays? Based on while she was working very hard to prepare for her initiative for knowledge, she had missed certain company cooperate events and she wants to look at the replays of those live events. She goes to My ServiceNow, looks for Ask Me Anything event, and she gets a video. She doesn't need to go to our video hosting platform or any other application, My ServiceNow, we have a set federated search that gets content from multiple sources and she's able to get to that video directly. And not just the video content, she gets GenAI-driven tags on which particular section of the video is talking about what subject. So she can get to that segment directly. Again, a huge productivity enabler. Now she's so impressed overall by all the features that she's on ServiceNow, that she has other ideas, other needs. Who does she go to? So she looks for who's the product manager for the My ServiceNow. And I pop up. So in here she sees all the profile information with contextual actions. Like she can view the overall profile. She can ring me up on Teams, Org Chart where I sit. So she does ping me and we met for a coffee. We have become good friends now, Jane and I, and she shared certain other challenges that she's facing. As she's new to the company, it's always good to understand from a outside-in perspective what our employees feel about the existing experiences. And she shares that notifications is a challenge. She's currently overwhelmed with the amount of notifications she's getting. She's missing the most important updates and the actions. Sometimes she get duplicate information about the same thing. So this seems like a symptom. So I worked with our experience and design team. We did a lot of user research, and yes, established that notifications is a challenge in our environment. And how do we solve it? So it's very, very important to give a very transparent experience to your employees where they have the control. So we came up with a Notification Central on My ServiceNow. Again, one stop shop to catch up on all the company updates, and giving the control back to the user. Like what type of notifications they want to receive on what channel. If they do not wanna receive a particular type of notification, they can unsubscribe. And it's not just your ServiceNow instance notifications. These are all the notifications that an employee would get from Concur, from Workday, from CRM, all And with contextual actions. Synchronized and harmonized across various channels. So if I have taken an approval action through My ServiceNow web Active Items, I don't need to see that same notification as pending on mobile device. So currently, our experience is really harmonized We have given the control back to the user where they set up their own preferences and we honor that, that this particular category of notifications they wanna receive on this channel. Our employees are really liking it. It's again, a productivity enabler that's really letting them stay on top of their most important information, be it news, be it action updates, be it really their benefits and wellbeing information. And they can control when and how they receive these notifications. We have talked a lot about productivity, but My ServiceNow is not just a productivity enabler in our ecosystem, it's also a culture enabler. It really helps foster the feeling of belonging in our employees. And we have a culture of celebrating each other. So at ServiceNow, when it's Jane's birthday and she opens My ServiceNow, she sees this confetti experience where it's highly personalized celebration going on and she feels really celebrated and recognized. All her colleagues, when they open My ServiceNow, they could see the upcoming milestones from their direct team, their manager, their direct reports, and it really helps them to build those human connections. It really is helpful and it's really, really important to feel like, yes, this is my family, this is my work family. And our experiences products need to really help foster that feeling, but preferences and user consent is really, really important. So if our employees don't want to participate in this experience, they can anytime opt out. So all that's going on. So all Jane's colleagues, they can see upcoming celebration milestones for their team. And if they want, they can start a celebration board. So for Jane, one of our colleagues started this board where all other team members are posting celebratory comments. This has become a lifelong memory for Jane. She can download the celebration board, can put it in her workspace at her home. So our products are even helping create lifelong memories for our employees. So this was all about the experiences that I just showed, but as a product manager, it's very, very important for me to measure, whatever we set out to do, have we accomplished that? So metrics outcomes are really, really important. And I'm so happy to share that the three outcomes that we wanted, introducing productivity, increasing engagement of our products as well as employee satisfaction, we have achieved that 1 million plus hours saved, overall 95% adoption of our products in the company and ESat score of 80%. What else can we want? So, and now moving on to David of the next step. - Thank you, Deepika. So, since we are never done, where are we going? There's a concept of hyper-personalization. With the power of ML and AI and Gen AI, we'll create more dynamic and engaging productive user experience that are system user and data-driven. Based upon this foundation, we'll be able to orchestrate across multiple applications to hyper personalize the actions, the content, the communities, the notifications that we provide to employees. We're gonna leverage these capabilities so that we can be predictive and provide intelligent experiences where we can deliver the employee assistant such as conversational search such as the next best action or highlight, summarized insights. We are basically going to be empowering a connective employee experience. Thank you very much for your interest in our session. Please scan the QR code on the screen to view other sessions presented at Knowledge and to learn more about how we're using ServiceNow technology across the organization to run our own business more effectively. Thank you. (bright upbeat music)