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A Magic Quadrant Leader in ITSM Platforms for ninth year in a row
I’m proud and humbled to announce LIKE.TG is a Leader in the 2022 Gartner® Magic Quadrant™ for IT Service Management (ITSM) Platforms for the ninth year in a row. We also ranked first in all three use cases evaluated in the 2022 Critical Capabilities for ITSM Platforms: Service Desk (3.76/5), Service Operations (3.73/5), and Business Workflow Automation (3.81/5).We believe these recognitions validate our strategy and direction as we continue to invest in making LIKE.TG an enduring platform for a fast-changing world.A platform approachAs LIKE.TG CEO Bill McDermott says, “It’s not about databases and warehouses anymore. It’s about the platform.” The Now Platform® enables innovation and growth for our customers.Each year we place as a Leader reminds us of our passionate attention to customer success. Keeping customers at the center of everything we do drives us to innovate, continuously improve our core offerings, and strengthen the Now Platform to take customers forward on their digital transformation journey—regardless of their current infrastructure and operations maturity level.Having DevOps governance and insights, service visibility and health, intelligence-driven automation, process optimization, workforce engagement, and more built natively on the Now Platform delivers a compelling solution with seamless experiences for personas throughout an organization.With built-in artificial intelligence (AI), machine learning (ML), robotic process automation (RPA), hyperautomation, low-code tools, and analytics, the Now Platform transforms the flow of work for customers. These technologies will continue to drive automation and optimization of all service management processes, allowing team members more time to focus on innovation. Business workflow automationLIKE.TG® IT Service Management (ITSM) isn’t only for technology lines of business. Enterprises increasingly rely on technology organizations to support broader digital transformation needs across the lines of business.For example, our Universal Request framework empowers customers on their journey to enterprise service management or global business services. The framework allows agents to resolve cases seamlessly across the enterprise to provide a better employee experience.Nine in 10 (92%) enterprise IT decision-makers agree business process automation is vital, according to the State of Process Automation Report 2022. And 88% of them expect it to grow in their organizations in the next two years.The good news is businesses can connect anything with LIKE.TG and automate work. Novant Health, for example, uses the Citrix ITSM Connector to automate desktop session resets within the Citrix Virtual Apps and Desktops service. Resets are now completed in 30 seconds, saving the organization thousands of hours.Service deskService desks, the face of IT, are responsible for delivering great support experiences through multiple engagement channels, including web, mobile, and virtual agent. Our Employee Center portal enables customers to easily scale their service solutions across departments—such as IT, human resources, legal, and procurement—with digital workflows.The Now Mobile app extends this experience to employees on the go. Employees can also engage with our Virtual Agent through web, mobile, Microsoft Teams, and other conversational interfaces so they don’t need to context-shift for help.Service desk staff benefit from intelligent automation in many ways. For example, ML automatically categorizes and routes issues to the correct team and can even route a particular issue directly to a specific support agent with the requisite skills to handle it. ML also recommends content that can help employees and agents resolve issues.Workforce Optimization helps technology teams manage their schedules, job performance, and skills development—all while helping to ensure they have sufficient capacity and the knowledge necessary to meet the ever-changing needs of their employees.Service operationsBusinesses must be agile to remain competitive. Cumbersome processes must not delay progress. We created DevOps Change Velocity and DevOps Config to help developers meet their governance and compliance requirements without the burden of legacy software deployment processes. Customers have reduced change approval times from days or hours to minutes or seconds.Nomura, one of the world’s premier financial institutions, uses LIKE.TG ITSM to automatically create and approve change tickets in less than a minute. Agents benefit from the AI and automation to process work fast and make informed decisions while improving operational resilience.All incidents, problems, and changes are handled in a purpose-built workspace that allows agents and operators to work seamlessly together. That means Nomura’s customers can predict, prevent, and resolve incidents proactively from a single workspace with clear visibility into context and impact—before service interruptions impact users. The changing workforce and rising volume of incidents generated by people and machines continue to challenge organizations. That volume is only expected to increase as employees become more reliant on technology and self-service while machines continue to ingest more data from monitoring, logging, and performance tools.LIKE.TG minimizes this complexity and reduces noise up to 90% while helping to predict issues before they impact users or the business. Service Operations captures the practical result of technology applied to the delivery and governance of IT services at the speed, scale, and volume of business innovation. It’s AI-assisted automation for collaboration of IT service and IT operations.With LIKE.TG Service Operations Workspace, customers are shifting from creating incidents to addressing actionable alerts. Identifying problems, collaborating, and resolving issues happen faster than ever in the single workspace. The embedded AI capabilities help operations and services teams manage the growing issues together and deliver a technology experience employees and customers appreciate.As customers move from reactive to self-healing IT, they can prevent issues from turning into problems. Self-healing systems have the foresight to help predict where issues might occur.LIKE.TG is harmonizing ITSM with Predictive AIOps, IT monitoring, and observability to automate self-healing, from incident detection to resolution. Danske Bank, for example, used LIKE.TG to automate the detection of service disruptions and reduced its high-priority incidents by 93%.Behind every business outcome is a process that drives experiences. As shown in the examples here, the Now Platform digitizes siloed processes—connecting and automating them so work flows and great experiences result. We will continue to invest in our solutions and platform to automate these processes to help our customers reach their goals.Read the full, complimentary Gartner Magic Quadrant for ITSM Platforms and the companion Gartner Critical Capabilities document.Gartner, Inc., “Magic Quadrant for IT Service Management Platforms,” Rich Doheny, Chris Matchett, Siddharth Shetty, Oct. 31, 2022Gartner, Inc., “Critical Capabilities for IT Service Management Platforms,” Rich Doheny, Chris Matchett, Siddharth Shetty, Nov. 1, 2022This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document.Gartner does not endorse any vendor, product, or service depicted in our research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.GARTNER and Magic Quadrant are registered trademarks and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved.
A Magic Quadrant™ Leader in Low-Code Application Platforms for third year
I’m thrilled to announce that, for the third consecutive year, LIKE.TG has been named a Leader in the Gartner Magic Quadrant Enterprise Low-Code Application Platforms.1 We believe this recognition demonstrates our commitment to help customers build low-code enterprise workflow apps fast and deliver them safely and at scale on a single platform.Digital transformation is in full swing, and the market demands a more agile and productive way to build software. Traditional software development can’t keep pace with the demands on IT. LIKE.TG has reduced development barriers with low-code tooling and streamlined support on one natively integrated platform so organizations can respond to changing business needs faster.Democratizing application developmentGartner estimates that “by 2025, 70% of new applications developed by enterprises will use low-code or no-code technologies, up from less than 25% in 2020.”2LIKE.TG® App Engine democratizes application development across the enterprise with out-of-the-box experiences, components, and rich templates to quickly unlock developer capacity. Its unique design provides end-to-end visibility to properly govern the full development lifecycle to help ensure app quality and data security.Developers can connect LIKE.TG apps to any modern or legacy system across the enterprise with Automation Engine. The product allows organizations to connect siloed systems, processes, and people from one platform to accelerate their hyperautomation and low-code efforts. A focus on governanceWe’re at the intersection of technology, people, artificial intelligence (AI), automation, and workflow. The lines between IT and lines of business are becoming increasingly blurred, with a growing amount of technology products and services being built by those who are not technology professionals.Seamless collaboration between business and IT requires a balance of agility and oversight. Gartner predicts that “by 2023, the number of active citizen developers at large enterprises will be at least four times the number of professional developers.”3Proper governance is required as low-code apps built by lines of business proliferate throughout the enterprise. It’s the only way to ensure service-level management and accountability for low-code apps while preventing application sprawl. That’s why we help businesses scale low-code with security and governance baked into the platform.Having one data model and one architecture on a unified platform helps enable customers to govern low-code application development through: Nonintrusive guardrails and prebuilt templates for citizen developers Access permissions Built-in component quality and security As a result, organizations can track all application development lifecycle events and developer activities from a single dashboard and easily enforce their enterprise standards across all apps. At the same time, business technologists can safely collaborate and create apps that meet their needs without worrying about disruption to the application development process due to this oversight.Customer choiceLIKE.TG is one of only two Leaders in the 2022 Gartner Magic Quadrant for Enterprise Low-Code Application Platforms that also received Gartner® Peer Insights™ Customers’ Choice distinction.4 Our focus on customer success is paramount.This comes from our continued investment in our community and ecosystem, our growth in geographic coverage to support our customers worldwide, and our focus on innovations, such as wider automation use cases from new partnerships and robotic process automation (RPA) capabilities.As low-code becomes increasingly vital to digital transformation, we’re poised to innovate and execute to deliver exceptional developer experiences that help shape the future of work.I want to extend a huge thank you to our customers, who trusted us and made this achievement possible. I can’t wait to see what you build with the Now Platform®.Read the full, complimentary Gartner Magic Quadrant report.1 Gartner, Gartner Magic Quadrant for Enterprise Low-Code Application Platforms, Paul Vincent, Oleksander Mativskyy, Mike West, Adrian Leow, Kimihiko Iijima, September 20222 Gartner, Harness the Disruptive Powers of Low-Code: A Gartner Trend Insight Report, Jason Wong, Kyle Davis, July 18, 20223 Gartner, How to Define and Guide Citizen Development Practices, Jason Wong, Saikat Ray, Wan Fui Chan, Adrian Leow, April 20, 20214 Gartner, Gartner Peer Insights ‘Voice of the Customer’: Enterprise Low-Code Application Platforms, by peer contributors, March 31, 2022Gartner does not endorse any vendor, product or service depicted in our research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.Gartner Peer Insights content consists of the opinions of individual end users based on their own experiences, and should not be construed as statements of fact, nor do they represent the views of Gartner or its affiliates. Gartner does not endorse any vendor, product or service depicted in this content nor makes any warranties, expressed or implied, with respect to this content, about its accuracy or completeness, including any warranties of merchantability or fitness for a particular purpose.GARTNER, Magic Quadrant, and Peer Insights are registered trademarks and service marks of Gartner Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved.
A new LIKE.TG team thrives in old Chicago
It’s a sultry Thursday afternoon and the team at LIKE.TG’s brand-new Chicago office is on the roof cooking juicy, two-inch-thick Tomahawk steaks.But that’s not all that’s cooking in their new 24,000-square-foot Fulton Market digs. Every day, this fresh-faced crew is crafting innovative platform products to improve digital workflows for our global customers.For the team, the steaks are a fitting (and delicious) reminder that they’ve set up shop in Chicago’s historic meatpacking district. Today, Fulton Market is better known for its code than its cattle. Tech companies began flocking to the area in 2015, when Google launched an office here. Uber, Glassdoor and a slew of startups followed, with LIKE.TG setting up shop here in 2018.“Chicago is shifting and growing,” says UX design lead Chris Johnson. “A lot of young companies are growing up around technology. It's an exciting, vibrant time for the city.”With its red-brick warehouses and rumbling El trains, Fulton Market retains its patina of grit, but Franklin Avenue now bustles with T-shirted techies exploring its hip restaurants, craft breweries, art galleries and chic nightspots.The energy you feel on the streets is humming inside LIKE.TG’s Chicago office, too, which is poised to be the company’s largest U.S.-based engineering and development center outside of the West Coast. Its staff is young, ambitious and united by a shared commitment to creating quality software. Building a team from the ground upSince moving from a cramped co-working space to its spacious new Fulton Market office in early September, the newly assembled and fast-growing team has been building a culture that is creative, collaborative and, by all accounts, warmly welcoming.“It’s been great to help grow an office,” says full-stack engineer Ben Meeder. “I've been really impressed with the group, with the friendliness and focus on the product. It's all about what's our next goal and how do we get it done.”Ben is fresh out of Iowa State University and joined the team after a 2018 summer internship at LIKE.TG in San Diego. Johnson, a Google and YouTube veteran, came onboard in May. Mike Bosch, another Google alum, has been with the Chicago team just over a year. It’s a common thread: The new office is filled with new LIKE.TG employees.Ellen Ormerod is another newbie. LIKE.TG recruited her directly from Full Stack Academy, a Chicago-based coding bootcamp. In fact, she was the fifth person hired for the office. More recruits followed, with six recent Full Stack alumni currently on staff.“I did have other companies that I was interviewing with,” she recalls, “and I chose LIKE.TG because the interview felt like a conversation. They were truly interested in how I would solve a problem. ‘Let's walk through it together. If you get stuck, we'll help you.’ It was really collaborative and it has continued to be so.”Collaboration isn’t just a buzzword in Chicago—it’s an essential best practice day in, day out. Although each engineering and design team may be focused on developing specific and granular aspects of new products, ultimately they must all work in harmony.“Everything that you touch impacts so many different teams and processes,” Ben says. “That inevitably leads to a lot of cross-team communication and collaboration.” It’s all about the productWhile today the LIKE.TG community is buzzing about all the cool functionalities introduced with the most recent Now Platform release, the Chicago team is hard at work building platform products that will be unveiled in March 2020.“We've been designing and implementing algorithms that can adjust on the fly for changes in your data,” Mike explains. “We expect that this will help make customers’ lives better because it’s more adaptive and efficient.”Chicago is unique among LIKE.TG offices in that it’s largely a self-contained unit focused solely on new projects and products for future releases.“We own most of the aspects of the products that we're building here,” says Chris. “And the team is all in the same physical space. That's really important for good, rapid product development. We're really operating as one product team, and I hope that the quality of the product that we produce here is representative of that cohesion.” Everybody’s welcomeThat cohesive vibe extends beyond the work itself. Every day at lunch, the office’s sleek café becomes a hub for mingling over takeout, or a big group ventures into the neighborhood to discover a new addition to restaurant row. Friday afternoons bring a come-one-come-all happy hour on the roof when the weather permits or a hang at a local bar.“Every day in the lunchroom, people sit with people who aren’t on their team,” Ellen remarks. “Nobody judges you if you're not interested in socializing, but if you want to come in and make friends, this office is very open to that.”The discussion of bonding over food naturally brings us back to those cookouts. They weren’t a one-off. Since LIKE.TG relocated to its new Chicago office and the team found the rooftop barbecues, the grills have become a bit of an obsession. Some weeks the team will cook up brats, other weeks chicken wings—always served with skewers of marinated fresh veggies for vegans and vegetarians.“Grilling has really taken the office by storm,” laughs Meeder. “It's a great way to get to know people you might not typically interact with.”With winter on the horizon, grilling season will get put on ice, but the tight-knit Chicago crew is brainstorming about other after-work activities, such as a sports league. One perfect-for-Chicago idea that’s gathering steam: a LIKE.TG curling team.Want to join our rockin’ team? Visit our careers page.
A new spin on managing your hardware assets
Most every kid did it: Spinning around in your parents’ desk chair. But as an IT Asset Manager, that swiveling is not so much fun.Hardware assets are everywhere: from your physical locations to your remote users to all the mobile and wifi-enabled devices to your datacenters and your network infrastructure. And it’s likely that each of these asset groups has its own deployment and management system, if not multiple systems for each asset group.So many questions…and it all takes…so…much…time. You have dashboards on each tool and system. Which dashboard do you use? Which is most accurate? You have to go to a dozen tools and systems to pull data, and now you have to cross-reference and reconcile all of the data. Did you get the reports with all the appropriate data from each system? You don’t want to double count an asset, so if an asset appears on two or more reports, which of the data records is correct? How do you reconcile the multiple data points? You need visibility into what you have, where they are, and who is using which devices. As quickly as possible. What if getting that visibility could be so much easier?Ding, ding, ding! The answer is: You need your hardware asset data on one platform. One.One platform that can automatically and accurately combine data from multiple sources.Where your hardware asset data is automatically reconciled, normalized and cross-related.With one set of dashboards and one set of reports. So now, instead of you wasting time on reconciling data from multiple tools and systems, you immediately have actionable information to manage your hardware estate.Being able to get a full picture of all your hardware assets is critical. Getting that full picture on one platform just makes perfect sense.So, let’s leave the swivel chairs for your desk and get them out of your hardware asset management.
A recipe for better IT services and happier teams
Updated Aug. 1, 2023The traditional wall between IT operations and IT services—along with tedious, antiquated processes for resolving IT issues—is harmful to both a company’s productivity and its ability to innovate. It’s also soul-sucking for team members.These conditions hinder data sharing and collaboration. As a result, teams—including IT service agents, IT operators, and developers—must spend hours on cumbersome tasks rather than focusing on meaningful, strategic, cloud transformation projects that make them look forward to their workdays.Mixing ingredients leads to better resultsWhen IT operations and services are managed in silos, identifying issues and resolving them can take time in multistack, cloud-native, and hybid environments, slowing the speed of business. Nearly everything becomes a fire drill of manual processes, disjointed efforts, team friction, and application downtime for employees and customers.What if there were a way to avoid all that reactive firefighting? What if you could combine IT services and operations on a platform that allows for collaboration to rapidly identify and resolve IT issues and bottlenecks? Your team could focus on business and delivering a competitive edge.LIKE.TG Service Operations Workspace brings together workflows to deliver services with 24/7 availability, reliability, and resilience. It provides all the growth functionality teams need to gain visibility into the services and applications running on a hybrid stack. It also enables both services and operations teams to share data instantly, collaborate, and find the right resolution to a problem.With a unified workspace, teams can visualize service health and relationships based on vast event, metric, log, and trace telemetry. This unique workspace even expedites collaboration by connecting teams to stakeholders and experts who have direct relationships with business services and customer applications.Organizations are accelerating to the cloud to improve product innovation and help scale business. Traditional monitoring tools aren’t equipped to solve the increasing complexity this brings to the technology stack. The Now Platform helps ensure teams can contend with the complexity and data volume while keeping services resilient.
A Step-By-Step Guide to Onboarding Large Outsourced Teams
The business practice of outsourcing has been around for quite some time. Generally speaking, outsourcing involves subcontracting a job to a third party. But nowadays, the concept of looking for an outsourced partner may extend to a variety of applications. Outsourcing enables organizations to delegate a particular function — such as the recruitment process, customer service, or digital marketing — to another firm to maximize the former’s productivity and minimize time consumption. Many businesses outsource various aspects of their operations to freelancers, contractors, or specialist groups. Technological innovations have enabled many organizations, businesses, institutions, and media outlets to outsource talent from different countries and backgrounds. Outsourcing is an excellent strategy that employs millions of people around the world while also enabling businesses to save funds and continue making profits. Essentials of Onboarding an Outsourced Team Part of any outsourcing journey is the challenge of onboarding an offshore team. Yet this step is vital to making outsourcing projects successful. Whether your organization is embarking on outsourcing for the first time or has successfully done it in the past, it's always a best practice to revisit the onboarding processes to gain a comprehensive understanding of what to expect and how to prepare for it. The following is an overview of what the onboarding process requires. Preparation of training materials or programs In-house and outsourced employees alike, especially new ones, should have access to all relevant tools or resources to help them perform their job roles. You must have robust procedures or systems in place for employees to deliver quality outputs. These mechanisms will ultimately enable your offshore staff to succeed despite their remote location. When conducting training programs, be sure to cover all the fundamental topics about their responsibilities in the team. Warm welcome and company introduction Regardless if you’re hiring 2 or 20 outsourced staff, you want them to positively represent your company. You can achieve this by properly welcoming them on the get-go and genuinely making them feel that they’re a part of your company. By encouraging your outsourced staff to build rapport with their managers and colleagues, your business may profit from improved teamwork and quality output. Strategic orientation and oversight Clarify how the work of your outsourced team will be managed remotely. Have regular meetings for all projects in progress as part of project management. Every week, keep track of deadlines and deliverables, as well as feedback and guidance. Remember that outsourcing isn't a one-size-fits-all solution, so you must orient and supervise your staff in a manner that suits and bolsters your business. Realistic and measurable targets Discuss your key performance indicators (KPIs) with the outsourced team. Your set of KPIs serves as an objective method of assessing the performance of your outsourcing partner. Equally important is planning how to attain these targets. An outsourced team may not perform as well right away, but proper guidance could help familiarize them with your processes and, therefore, make it easier for them to achieve your business goals. Regular feedback Assign someone from your in-house team to regularly provide feedback and review for your outsourced employees. Keep this practice until you’re convinced that the latter fully understand your standards and procedures. It’s also an effective way to determine whether the outsourced team is the correct fit for your business or if you need to find someone else early on. To learn even more about managing remote teams and keeping employees working at home highly engaged, download our ebook now. Download now Best Practices for Onboarding Large Outsourced Teams Even if your company already has an onboarding program in place, there are a few more arrangements to consider, especially if you're working with a larger remote team of a different culture. Here are widely practiced strategies to efficiently onboard larger outsourced teams: Get your existing team on board, too Ensure that your current workforce is on board and understands the processes before you start training and onboarding your new outsourced employees. They most probably have a lot of questions regarding the changes that are taking place. For instance, they may be concerned about what bringing in more outsourced workers would imply for their job security. Organizing training sessions with both your in-house and remote teams is an excellent approach to set things straight and get everyone on board. Build good working relationships The majority of workplace onboarding meetings typically begin with an “Introduce yourself” engagement. They're usually quick, but that's fine because new employees will have more opportunities to form relationships in the days and weeks ahead. However, such is not the case for remote workers. You'll need to be a little more proactive in encouraging conversations and getting to know your outsourced team to make new employees feel welcome and create the kind of relationship that leads to a positive, productive type of workplace culture. Identify the ideal means of communication Communication is non-negotiable for any business organization, so make sure your outsourced team has access to the communication channels you use. These channels should easily facilitate work interactions among team members. Video conferencing is one of the primary modes of business communication, while other channels like email and direct messaging platforms can be utilized for employee check-ins and project follow-ups. Set clear expectations for your outsourced team and educate them on their roles Determine and communicate the contributions you expect from your outsourced team. Here, being transparent is necessary. Overlooking this important factor can result in underperformance, which can eventually lead to lower productivity. Your organization should set clear work descriptions for every employee. Ideally, you should encourage your outsourced staff to ask questions at every stage of the onboarding process. Get in touch with your outsourcing provider for sound advice You may be building up an offshore team for the first time, but your outsourcing provider has done this so many times before and knows what works and what doesn't. A reputable provider that’s well-informed about outsourcing trends will be more than willing to share their knowledge and experience to help your business grow. A credible outsourcing company can help you set up your team and hire customer success managers who are industry leaders. They can help you with KPIs, metrics, training initiatives, team structuring, and more. Preparing Your In-house Team to Work with an Outsourced Team Likewise, there may be a transition process for introducing outsourced personnel to your in-house employees, whether it’s the first time working with outsourced teams or they're already used to collaborating with offshore workers. During the initial briefings, you must set clear standards and goals for both in-house and outsourced employees. Some of the crucial topics to cover should include task delegation, project ownership, and chain of command. You should also explain your main reasons for outsourcing and provide details on how outsourcing suits your long-term strategies. Consider the following steps in preparing your in-house team to work with outsourced employees. Disclose the reasons Your decision to outsource has to be tied to short and long-term growth objectives for the company. Before incorporating an outsourced team, you must inform your current team about what those motivations are and how outsourcing can benefit the organization as a whole. Strategic use of resources, productivity boost, and cost reduction are some of the advantages usually associated with outsourcing. For example, you could tap the services of outsourcing professionals instead of hiring salaried employees. You could then use the savings to replace outdated equipment with the latest iterations that will make work easier and faster for in-house employees. Outsourcing can thus free up your in-house staff and let them focus on their core responsibilities while delegating non-core tasks to the outsourced team. Draw the line on task ownership and responsibilities When it comes to onboarding outsourced personnel, most companies fall short in the work assignment and project ownership aspects. Your new outsourced team is hired to take on very particular tasks and responsibilities. However, it’s possible someone else from your in-house team may already be handling such tasks—potentially leading to confusion and mismanagement. For example, if you decide to hire a software outsourcing company for a project, make sure everyone is aligned on their role and responsibilities within the scope of the project. To avoid any gray areas and ensure that the outsourced workforce will immediately bring value to your business, you should define what the project ownership shifts will look like to your existing team. Once you’ve made this clear, then your outsourced talents can step up with the tasks or projects assigned to them. Maintain open communication lines Once you’ve decided to outsource, establish an open line of communication policy between your internal and external staff. Let your in-house team stay up to date with your plans for future outsourcing arrangements, if any. It also helps to encourage every employee in your organization to express any issues or concerns. To learn more about giving access to vital HR and work information — even when they're not in the office. Download our ebook now. Download now Outsourcing Takes Some Getting Used To In a way, incorporating an outsourced team into your organization is comparable to implementing new systems or expansion solutions when you first opened a business. As such, expect your employees to feel more at ease with their outsourced counterparts the more they interact with them. Everyone, including the outsourced team for onboarding, requires adequate time and patience to adjust to new systems and processes, but remind them it's all in the interest of business growth. About Author: Trevor Michael is a Customer Contact Industry Specialist of Select VoiceCom, an inbound call center with telemarketing and IT support services. He has operated successfully within this niche industry for over ten years across Australia, New Zealand, and Southeast Asia. He enjoys writing, golf, and going to social events.
A Strategic Approach to Tech Recruitment
Tech recruitment isn’t something that you should wade into without proper preparation. Given the precarious nature of today’s labor market, it is imperative to adopt the right strategy. Failing to do so could leave your enterprise riddled with substandard professionals, or perhaps, none at all. While technical recruitment is challenging, there are many strategies you can use to get it right. In this post, we run through a strategic approach to tech recruitment that will make it considerably easier to attract the employees you need. Figure Out What You Want Before posting any job ads on job sites or public message boards, take some time to figure out who you need. For instance, if you want to develop software, don’t just look for people who have had “developer jobs” in the past. Instead, be more specific. For instance, you might post an advert for Java developer jobs. Similarly, be clear about the type of engineers that you require. If you are looking for people to fill data engineering jobs, look for candidates with extensive backgrounds in mathematics and statistics, not just programming. When advertising, do the following: Explain why a potential hire might want to come and work for your firm. Be clear about what their role will be and precisely how they will participate in company life Talk about your company, what it does, and the kind of projects the prospective employee will tackle Discuss the skills you need, and then provide a list of examples so that interested parties can quickly identify whether they are the right candidates for the role Play Up Your Strengths As with any industry, big brands tend to be more successful in attracting top talent than smaller firms. Therefore, it’s critical to play up your strengths to convince prospective employees they should work with you. Specifically, what can you do, though? Here are some ideas: Discuss opportunities to work on exciting, one-off, perhaps game-changing projects that will impact customers and clients Talk about your company’s unique culture and some of the benefits that recruits will experience Mention growth opportunities and where you expect your company to be in two, five, and ten years Make it clear that recruits will be making meaningful, positive contributions to both the company and the lives of customers and clients Offer Technical Staff What They Want Even if bigger companies are offering JavaScript jobs, you can still compete with them as long as you offer technical staff what they want. Developers’ main requirements are: A good starting salary with opportunities to increase it within a reasonable time frame Interesting projects and work, including rewarding problem-solving Independent working arrangements and the ability to make decisions autonomously, without the need to run everything by management Opportunities to work remotely for at least some of the week Management by people who understand the field and can provide meaningful support High-quality equipment that makes the development process as smooth as possible Leverage Data Given the competitiveness of technical recruiting, data can be a fabulous ally. Collect information on average salaries, workforce trends, and even the hidden costs associated with talent acquisition. Then use this information to make your job postings’ remuneration and terms and conditions as competitive as possible. You can also use data to define your talent exploration areas. Look for opportunities to find employees from areas where the supply of workers is outstripping the demand, potentially lowering your acquisition costs. Get Comfortable With Technical Terms Many recruiters ignore technical jargon. However, they do so at their peril. Developers, software engineers, and other technically-minded candidates want assurances that the companies they apply for have technical expertise. Furthermore, they also need to post job descriptions that clearly define the requirements of the advertised role. Avoiding technical terms makes that difficult. But you don’t want to go too far in the opposite direction, either. The trick here is to strike an optimal balance. Job descriptions and advertisements should be approachable, but should also contain phrases that prospective candidates can use to determine whether they are a good fit or not. Think “friendly” but “professional.” Make Your Interview Process Air-Tight Technical candidates often have multiple job options. After all, their skills are in high demand. The trick here is to calibrate your interview process so that you pitch your firm at the same time as working out whether the candidate is a good match for the job listing. Here’s our advice: Offer remote interview options, particularly for candidates who want to work remotely (always offer in-person as an option, too, to maintain professional standing) Introduce the candidate to team members informally so that they can begin to develop a rapport Tell applicants who will be interviewing them ahead of time and guarantee feedback, whether they get the job or not These strategies can dramatically improve candidates’ perceptions of you while also letting you see how they perform, both socially, and technically. Use The Right Onboarding Software Onboarding software is essential for making candidates feel comfortable when joining your enterprise. What Is An Onboarding Software and Why You Need One Onboarding software packages help you integrate new hires into your ecosystem. The goal is to help them transform from an outsider to a full member of the team. Onboarding software is beneficial for the following reasons: Improves the employee experience, reducing the risk of staff turnover Boosts employee engagement Increases the likelihood of attracting extremely talented individuals Promotes better company culture Increases productivity in the first six months The Bottom Line Getting tech recruitment right is extremely challenging in today’s labor market. There are more unfilled positions than there are candidates looking for work. The trick here is to strategize your tech recruitment processes. If you can find ways to better target the people you need while also standing head and shoulders above the competition, you can attract the talent you need, even if you are a smaller firm. Author Bio: This article is written by our marketing team at LIKE.TG. LIKE.TG is dedicated to providing powerful solutions for your HR teams and creating an exceptional employee experience. Our aim is to help your company improve employee engagement, onboarding, and to save you valuable time!
A test of skills: India’s job growth opportunity with AI
AI could usher in a $500 billion wave of growth that ignites India’s economy, according to The Indian Express. That spike could bring with it significant job growth—but only if talent transformation is prioritized throughout our industries.India’s government has already laid the foundation for upskilling and reskilling the workforce to benefit from AI and automation with its Skill India initiative, vision to launch AI centers of excellence, and commitment to equip 625,000 IT professionals through its Digital India campaign.Substantial government investment in the technology sector has helped propel India to fifth in the world for funding AI-focused startups, according to Mint. And we’ve already begun to identify skills that will equip India’s workforce with the greatest growth and resilience in the face of technological changes.Businesses and industries that build on these foundations will likely benefit the most from AI and automation—not just in India, but on the global stage.Redefining India’s industries, for goodRecent research by LIKE.TG and Pearson suggests that between now and 2027, 16.2 million full-time employees in India will need reskilling and upskilling due to AI’s influence on work across the country.Nearly half of these jobs fall within the manufacturing and agriculture, forestry, and fishing industries—both of which involve substantial amounts of repetitive work that lends itself to automation.At the same time, AI will create the need for as many as 4.7 million new technology-related jobs in India by 2027, across: Manufacturing (902,000 new jobs) Retail (677,300 new jobs) Education (197,100 new jobs) Finance and insurance (106,300 new jobs) The most in-demand jobs will include application developers, data analysts, and platform owners. Freeing humans for creativityAI also promises to augment numerous existing roles—assisting with repetitive tasks in a way that frees humans for greater productivity and creativity. This large-scale skill augmentation across diverse functions and sectors is expected to add the equivalent of 4.6 million full-time jobs of operational capacity to India’s economy over the next five years.These industry shifts highlight the effect AI and automation can have on India’s growth, particularly in multiplying the productivity of workers and adding a large number of higher-value jobs to the economy.They also demonstrate the need for significant upskilling and reskilling of India’s workforce—in the use of AI and automation technologies, as well as in disciplines that create value and innovation in ways AI and automation can’t.For those in roles that are becoming increasingly automated, it will be important to hone existing skills that translate into more relevant fields or entirely new tech jobs. Programmers, for example, whose roles will be heavily augmented by AI, might benefit from skills in user experience, digital marketing, or low-code software development.Flipping the script on growthThe opportunities for growth are large, but will India’s workforce be sufficiently equipped in time to take advantage of them? The answer will depend on the extent to which India’s business leaders and policymakers prioritize talent transformation.Skill India Digital, a breakthrough initiative by the National Skill Development Corporation (NSDC), is driving efforts to skill, reskill, and upskill individuals. However, industry leaders must flip the script on their organizational priorities: from maintaining an efficient status quo to investing in ways for people to build future-relevant skills.We already have the tools at our disposal to guide this talent transformation by identifying “jobs of best fit” for workers using research methodologies such as those developed by Pearson. These methodologies highlight transferable skills that workers in fields disrupted by AI and automation can employ in high-demand tech roles.The research found that India’s fishery workers possess 64% of the skills typically required of help desk support agents using the LIKE.TG platform. Identifying these skills overlaps can help uncover the shortest upskilling pathways from current to future roles.It can also ensure higher chances of successful reskilling so that those who learn new skills are likely to translate their learnings into relevant employment.Prioritizing upskilling and reskillingAt a macro level, these insights can guide more effective design of upskilling and reskilling programs in different regions of India. Skills pathways and recruitment for help desk agents, for example, might benefit from focusing on areas with a high concentration of fisheries.India’s industry leaders would do well to make upskilling and reskilling a key focus for action in the years ahead. The demand and subsequent business case for skills already exists.Bangalore has the highest demand for LIKE.TG skills of any city in the world in 2023. Job postings in India requiring LIKE.TG skills grew 39% in the past year, according to labor market data from Lightcast.1 RiseUp with LIKE.TG can help workers gain the skills they need to move into a role using the LIKE.TG platform.Organizations that fill these demands with new skilling frameworks and training initiatives—while continually reassessing which skills are needed and where they can best be cultivated—will find themselves at significant competitive advantage.Competing well is what India does best. We’re arguably the most competitive economy in the world, a trait that has driven our growth in recent history. Strategic upskilling at scale will be essential to maintaining that competitiveness in a future transformed by AI and automation.Get more insights about the impact of AI and automation on tech skills.1 Lightcast Global, India Job posting, August 2023
a3-AMP邮件:了解AMP邮件,并了解如何使用LIKE.TG营销平台进行发送
AMP邮件是一种技术,允许电子邮件营销人员在电子邮件中嵌入交互式元素,例如旋转木马、手风琴、确认、购买按钮等,而无需打开新标签页访问网站。为什么AMP邮件很重要?扩大了电子邮件使用的机会焕发了电子邮件技术提供了全新的个性化水平竞争较低扩大了电子邮件使用的机会。 AMP邮件为电子邮件订阅者提供了更接近网页的体验。换句话说,电子邮件营销人员可以直接在电子邮件收件箱中实现通常仅在网页上可用的交互功能,如旋转木马、表单、确认、手风琴、活动邀请、回复评论等。焕发了电子邮件技术。 旧的电子邮件技术开始看起来有点过时,已经更新以满足现代需求。电子邮件营销是最有效的营销渠道之一,现在比以往任何时候都更有效。全球人们继续使用电子邮件;自从21世纪初以来,变化不大。 AMP邮件旨在通过更具动态性的网页内容为静态电子邮件提供更新内容。提供了全新的个性化水平。 使用AMP邮件,营销人员可以接收和发送比以往更多的数据。这个功能使品牌能够进一步个性化电子邮件。此外,由于AMP邮件是动态的,消息内容可以在邮件中更新(天气预报、价格和网络研讨会日期),因此订阅者始终可以根据需要接收高度个性化的内容,而无需离开他们的电子邮件客户端。竞争较低。 AMP邮件技术非常热门,需要时间才能让许多营销人员使用它。如果您清楚如何使用AMP元素与用户进行交互,您可以超越竞争对手。AMP邮件与普通HTML邮件有何不同?AMP邮件是一种典型的HTML邮件,虽然它具有有限的JavaScript标记,您可以在其中添加AMP元素。电子邮件服务提供商(ESPs)不支持HTML邮件中的完整JavaScript功能,并且对JavaScript库进行仔细控制和限制。像Gmail、Outlook、Yahoo Mail和Mail.ru这样的主要电子邮件服务提供商支持AMP技术,这意味着您可以将AMP元素添加到大多数订阅者的电子邮件中。支持的AMP组件有amp-carousel、amp-image-lightbox、amp-accordion、amp-bind、amp-form、amp-fit-text、amp-timago、amp-anim、amp-img、amp-selector、amp-list、amp-sidebar和amp-state。AMP邮件最佳实践选择最佳尺寸使其与您的网站相对应不要过度压倒订阅者选择最佳尺寸。 AMP邮件的最佳宽度为800px或更小,因为任何更宽的电子邮件都可能会对某些用户截断内容。高度没有限制,因此用户可以滚动浏览内容。使其与您的网站相对应。 很多人使用电子邮件,因为它是与品牌沟通最方便的渠道。 AMP邮件是您网站在用户收件箱中的扩展。确保AMP邮件元素在视觉上与您网站上的元素相对应,以便订阅者可以直接在收件箱中采取行动。不要过度压倒订阅者。 逐渐实施AMP组件。在测试AMP邮件时,尽量一次只使用一个或两个元素。尝试使用AMP元素的组合,并以最佳和最现代的方式支持您的内容。AMP邮件示例Pinterest. AMP邮件允许用户直接在他们的收件箱中保存钉子。用户还可以打开图钉以获取更详细的信息,并查看更大的图像,然后无缝返回到他们的电子邮件收件箱。Doodle. Doodle是一个用于创建投票和设置会议日期的网站。借助AMP邮件技术,您可以管理投票,并回答投票。您可以在电子邮件中选择最佳的会议时间,而无需打开新标签页。Booking.com. 用户可以在任何AMP邮件的页脚中管理他们的电子邮件偏好设置。
Accelerating cloud migration to Microsoft Azure using the Now Platform
With more than 7,000 customers and double the number of employees LIKE.TG had four years ago, our digital technology (formerly IT) operations team faced increased demand for compute, storage, and bandwidth. At the same time, we had to maintain tight security controls.We embrace a three-zero strategy: zero unplanned outages, zero physical footprint, and zero user-reported incidents. Toward that goal, we wanted to move business-critical applications to Microsoft Azure to help us: Deliver a better user experience Improve application performance Secure redundancy It can take months to add capacity to our data centers. We knew public cloud migration would give us operational agility to add capacity on demand. But we needed a seamless, transparent migration to mitigate performance and data integrity issues. Pre-migration: Relying on the Now PlatformEnterprise resource planning (ERP) migrations of this magnitude can take up to two years to design and migrate. To accelerate our cloud migration, we adopted a three-phase process that relied on both the Now Platform® and Microsoft, thanks to our strategic partnership.Pre-migration, we teamed up to build a reference architecture that used several LIKE.TG® products: IT Service Management (ITSM) provided centralized change management and major incident management (MIM) capabilities. The team used it to create and track test cases for user acceptance testing and performance testing. IT Operations Management (ITOM) automated requirements gathering, delivering 99% accurate configuration management database (CMDB) information with complete service mappings and a complete application list and landscape. Event and Incident Management gave us visibility into landscape health to help prevent failures. IT Asset Management (ITAM) identified current technology investments that could be migrated to Azure to avoid duplicate licensing costs. Hardware book values helped drive decisions on what to repurpose or scrap, saving thousands of dollars. Vulnerability Response (SecOps) helped the team ensure the software was patched just prior to migration, avoiding any potential cyberthreats to our migrated services. Project Portfolio Management (PPM) served as a robust project management tool for resource, test case, and milestone tracking, as well as execution schedules. Migration: 3x fasterFrom sandbox to production, the ERP migration took 15 days. The phased rollout helped us identify and address issues, fine-tune the applications before the production cutover, and avoid potential failures.The production cutover time for our portfolio size typically involves three days of downtime. The combination of ITOM and Azure Migrate accelerated the cutover time to less than 24 hours. That enabled us to release the systems to users one day early, saving $650,000 in productivity.We completed the migration in six months, saving an additional: 16 months of project work Approximately $2 million in consultancy and resources $100,000 due to automation “We were excited to see the successful migration of LIKE.TG’s business-critical workloads onto the Azure cloud,” says Angela Cooper, general manager of customer success for Microsoft. “Now, we can showcase this achievement to our mutual customers and help them accelerate their own cloud migration projects.” Post-migration: Real-time cloud insightsThe Now Platform is invaluable in managing our cloud presence post-migration. We use LIKE.TG Cloud Insights to get dynamic, real-time insights into our Azure consumption and operational costs.ITOM Event and Incident Management tracks system health. Tag-based mapping captures performance data in ITOM, so we have immediate visibility into issues and failures.CMDB Discovery and Service Mapping have been fully automated, saving us at least a month of labor. The LIKE.TG and Microsoft product teams have co-innovated integrations for additional cloud governance, data security, and ongoing operations.Becoming cloud-firstWith three of our four data centers now running in the public cloud, we’re very close to reaching our goal of being cloud-first by the end of 2022. But that doesn’t mean our team is slowing down. We continue to design, test, and validate our heterogeneous cloud architecture using LIKE.TG Cloud Management and optimize our cloud spend using Cloud Insights.We’re also working to reduce unplanned outages with LIKE.TG Health Log Analytics, which helps generate self-healing of operational issues.Find out more about how we shifted left with the Now Platform in my recent Knowledge session.
Accenture and LIKE.TG launch global skills training partnership
We previously blogged about our strategic partnership with Accenture and promised to take you behind the scenes of this flourishing collaboration. It’s such an ambitious and successful project that we want to provide a view of the scope and innovation involved to help other businesses on their digital transformation journeys.One of the key aspects to understand is that this isn’t a straightforward technology integration or sales partnership. We’re not plugging what we’ve already got into a new framework and rebadging our offering. Instead, LIKE.TG and Accenture are offering a new approach to delivering digital transformation projects.We are building from the ground up and investing in each other’s capabilities. We are training ourselves and leveraging unique resources like the Accenture Cloud Innovation Centre in Rome, where customers can build, test, and implement cloud solutions. By going back to the fundamentals, we can come up with new ways to tackle the huge challenges businesses are facing today—that will only get more difficult tomorrow.Chris Pope, global VP of innovation at LIKE.TG, recently highlighted education as a significant building block when it comes to realising the full potential of digital transformation. As such, it forms a big part of our partnership with Accenture.Real-world experience to bridge the skills gapThere are important questions that need to be answered if we are to deliver on our corporate goal of creating the new digital workflows that unlock the full potential of today’s workforce and solve the sector-specific challenges that businesses are facing.These questions include: Who will be delivering these projects on the frontline? What skills do they need to have? How do we accelerate learning so customers and employees can quickly see the benefits? How can we help businesses extract the full value of the Now Platform®? Of course, there are a huge number of computer science courses available today, but there is a gap between those courses and real-world digital transformation projects. Typically, new graduates will need to go through three to six months of academic training before they are set to work as fully-fledged consultants on a live project. There is almost no way for new recruits to get the specific, hands-on training they need to be successful unless we give them that experience.Our goal is to accelerate that process and get the brightest graduates delivering real-world benefits in a fraction of the time. That’s why we created the new Accenture LIKE.TG Academy programme—a new way of training students to become consultants who will be the digital transformation leaders of the future.The power of mistakesAt the heart of our academy methodology for turning students into consultants is embracing the power of mistakes. Digital transformation is incredibly complex. Making mistakes is how students will learn the best strategies and techniques for leading projects.As a result, we are intentionally creating an environment where students can be put through their paces on real-world challenges—where errors will likely occur. This isn’t a test to trip up students, but rather an approach that gives them permission to be wrong, as we know this will accelerate the learning process.Recently, we completed a trial of this new academy programme with our first cohort of students in Madrid, where months of learning was condensed into a four-week course. The crucial difference versus typical training courses was that our academic training was consolidated into the first two weeks of the course, while the remaining time was spent working on real-world tasks. This “learning through doing” period included instruction provided by both LIKE.TG and Accenture.Absolutely stunning resultsThe results have been absolutely stunning. All of our students successfully completed the course and started work as junior consultants the next day—on live projects—with minimal supervision.Critically, the new consultants have highlighted how comfortable they felt moving onto customer projects straight after the completion of the course. The acceleration in their personal development was an opportunity they all embraced. Several of the former students said they were “pinching themselves” because they were so happy to be working on live customer projects soon after finishing the programme.Equally satisfying, customers have commented to us that these new consultants are incredibly impressive.Delivering in-depth skill training at scaleThe academy programme is just one example of the innovation that we are generating within the Accenture and LIKE.TG partnership. Following the success of the trial, we expect to train another 200 students in the next six months. There is a long-term plan to usher as many as 5,000 new students through the academy.From the recognition that graduate trainees with more tangible real-world skills are needed, we created a hugely ambitious and innovative global education programme.LIKE.TG is now busy running “train the trainers” sessions for Accenture across Europe and the US. And Accenture is busy identifying the best locations for the next students to embark on the course. This is an excellent example of how to deliver in-depth skills training at scale.The Accenture LIKE.TG Academy is just one aspect our strategic partnership. Be sure to read our next blog to learn about another example of how we are delivering more meaningful services to help customers solve their transformation challenges.
Accenture and LIKE.TG reimagine the future of business
Accenture and LIKE.TG’s new partnership accelerates digital transformation and time to value for customers.Today’s business environment demands digitization. Specifically, digital workflows that transform how employees work, how customers receive service, and how work, well, flows.That’s because in the COVID-19 era, organizations are under pressure to innovate faster, reduce costs, improve productivity, and meet their customers’ needs. These are critical factors to maintaining business continuity in the face of uncertainty.When I talk to our customers, though, many are quick to admit they can’t scale their digital transformation ambitions alone. They need to pull in the expertise of our ecosystem of strategic partners to drive successful implementations and outcomes.Today LIKE.TG and Accenture announced the Accenture LIKE.TG Business Group, a new way for private and public sector customers to accelerate their digital transformation. We’re one of only a handful of technology companies with which Accenture has chosen to create this type of business group. It’s indicative of the growth that Accenture has seen with their LIKE.TG practice. The multi-million-dollar investment LIKE.TG is also making in this business group over the next five years shows how committed we are to our customers’ continued success. We see the Accenture LIKE.TG Business Group as a way to help speed the digital transformation journeys of our customers so they can benefit even faster from productivity improvements, greater customer loyalty, and new innovations.While COVID-19 has accelerated digital transformation, there’s still plenty of work to do, according to The Work Survey, a global research study by LIKE.TG in conjunction with Wakefield Research. We found that 91 percent of executives admit they still use offline workflows to handle document approvals, security incident reports, technology support requests, and more. The lack of a fully integrated system to digitize and manage work is slowing down and complicating the practices of too many organizations around the world. Digital workflows will lead the way forward. The Accenture LIKE.TG Business Group will deliver industry- and domain-specific solutions and services to our customers. Together, Accenture and LIKE.TG will initially help accelerate digital transformation programs for customers in telecom, financial services, government, manufacturing, healthcare, and life sciences. We will innovate across employee engagement, customer service and operations, artificial intelligence for IT operations, and security and risk. Clients will also benefit from the Accenture ecosystem, which includes some 8,500 skilled LIKE.TG practitioners.In this unprecedented environment, enterprises are under pressure to capture value from their technology investments while delivering transformative customer and employee experiences. I’m excited to continue our work with Accenture to help customers across industries, markets, and regions solve once-in-a-generation challenges, navigate unexpected disruptions, and reimagine the future of their businesses.Use of Forward-Looking Statements
Accruent helps clinics delivers safer, more modern healthcare equipment on the Now Platform
One of the most meaningful parts of my job working with LIKE.TG’s technology partners is watching new apps leverage the Now Platform® in-life changing ways. Nowhere is that innovation more obvious than in healthcare. Take asset management company Accruent for example. Its Connectiv Healthcare Technology Management app helps healthcare delivery organizations better manage all aspects of asset management for medical devices, facility equipment, and biomedical equipment so they can put more resources toward enhance the quality of patient care.Accruent witnessed the need for a true digital transformation within the Healthcare Technology (HTM) and Facilities (HFM) Management departments that are the backbone for the delivery of care. Much like the problems that plagued legacy IT departments, these facilities struggle to manage a growing number of connected medical devices and equipment, mitigate associated risks, ensuring compliance, and creating efficiency gains. Accruent built Connectiv entirely on the Now Platform.By leveraging LIKE.TG as a technology platform, Accruent was able to do two very important things; rely on the highly-available, secure, and trusted platform technology that powers the LIKE.TG applications. Thus, taking away the complexity of building their own platform technology stack and relying upon various technology vendors for their application availability. Additionally, they were able to monetize their application IP through several of LIKE.TG’s routes to market.“According to The Moody’s Investor’s Service analysis1, average operating margins for hospitals have fallen to an all-time low at 1.7 percent,” said Andy Ruse, Chief Revenue Officer, Accruent. “Built on the Now Platform, Connectiv delivers adaptable workflows with a modern, user-friendly experience so customers can realize deeper cost savings, increased productivity and improved efficiency.”These savings costs and productivity gains are vital to Accruent’s customers. Connectiv users have been able to improve their maintenance and parts procurement processes so that they can provide safer, more modern equipment in the best possible condition, increasing the efficiency of operations and enhancing the quality of patient care.As a result of innovations like the one that that Accruent has built on the Now Platform, we are able to transform parts of the enterprise that have been starving for innovation, stuck using out-dated technology and manual processes. Our partners represent a true “force multipler” for our customers, helping them accelerate digital transformation programs, drive business value, and even change lives.1 Modern Healthcare, Operating margins stabilize, but not-for-profit hospitals still vulnerable, 26 April, 2019 ,https://www.modernhealthcare.com/providers/operating-margins-stabilize-not-profit-hospitals-still-vulnerable
Achieving technology excellence to thrive in the digital era
Technology is the catalyst that propels business innovation. It’s the means of ridding inefficiency, delay, and inconsistency from business processes. Technology is the essential element of success for virtually every business in every industry. That’s why technology excellence ranks at the top of every business leader’s list of priorities.Maintaining the level and quality of technology service you need to be competitive comes with many challenges. Organizations must continually iterate application and product development to find the breakthrough capabilities that can give them an edge. That pressure inevitably leads to a constantly growing volume of change tickets.Many service and operations teams are out of sync. They’re locked in functional and informational silos that inhibit effective collaboration. As a result, the employee experience suffers, risk increases, and organizations lose their ability to compete.3 ways to unite technology service and operationsIn essence, organizations need to unite technology service and operations in a way that creates a whole greater than the sum of its parts. For a growing number of businesses, that starts with a single cloud-based platform that streamlines and optimizes processes for incident, problem, and change management.The platform should address IT operations needs in the areas of discovery, business service definitions, visibility, and mapping. At the same time, it should support DevOps teams to increase change throughput while minimizing risk and overhead. How can companies achieve a level of excellence where technology is an enabler of transformation and not a barrier to innovation? Here are three ways:1. Automate and optimize service operationsMore businesses are waking up to the need for a digital-first strategy. That means tech leaders have to manage the surging demand for technology services. Timeworn best practices aren’t much help in tackling demand spikes.Instead, innovative companies are deploying advanced capabilities in automation and artificial intelligence (AI) to manage the growing workload. They’re using technologies such as virtual agents to resolve routine service requests. Capabilities such as automated service mapping help provide a more reliable context for ops deployment and troubleshooting.2. Reduce hardware, software, and cloud costsTechnology may be the springboard for innovation and competitive advantage, but tech leaders don’t have unlimited budgets. They’re under pressure to reduce technology spend. A unified, cloud-based platform can help by providing a single pane of glass that allows IT to view and maintain any IT asset (software, hardware, and cloud-based apps) on premises or in a hybrid cloud.When organizations can manage IT assets from the same place where they plan, operate, service, secure, and retire IT infrastructure, they can maintain the control and discipline that keeps costs in check.3. Transform security operationsThe scope, sophistication, and frequency of cyberthreats keep growing. Manual processes, poor communication, and the inability to share data and coordinate resources and responses dramatically increase the threat of disruption.A single platform that facilitates AI-driven, automated workflows and intra-departmental collaboration can help organizations anticipate, prevent, and respond to threats fast. Combining IT security, risk, asset management, and ITOps on a unified cloud platform provides a single source of truth for end-to-end visibility of threats. It also empowers security operations teams to cover an expanding attack surface and improve resilience.Find out how innovative companies are thriving in this new era of challenges in our Book of Knowledge for Technology Excellence.
Activating ESG strategies and initiatives to improve business and the world
Around the world, more organizations are championing environmental, social, and governance (ESG) initiatives to help create a more sustainable, equitable, and ethical world, build stakeholder trust, and drive ESG impact and business value. There’s a good reason: ESG drives better business outcomes—and it makes the world better.For many, meeting ESG goals is a challenge. That’s because ESG spans a lot of different types of activities across the enterprise. Creating the clarity and governance to go from goals to reality is extremely difficult.Departments within an enterprise often use discrete tools to generate different types of ESG data and unique systems to manage specific ESG programs. In addition, the evolving regulatory landscape makes it incredibly challenging for companies to keep up with the changing global reporting requirements of their ESG progress.As a result, companies up until now have had to navigate siloed, disconnected processes that can result in poor visibility, governance, management, and reporting of ESG programs across the enterprise.Introducing a new, integrated solutionLIKE.TG is committed to helping our customers positively impact their business, society, and the planet. That's why we’re releasing a new integrated ESG solution that will enable companies to strategize, manage, govern, and report on all their ESG goals and activities—while providing complete transparency and control across these efforts.Our ESG solution delivers an operational “control tower” to help bring companies’ ESG goals to life. The integrated solution brings together three unique products: Newly introduced LIKE.TG® ESG Management and Reporting enables companies to document material topics, establish goals and key performance indicators (KPIs), track performance, collect and validate audit-ready data, and create disclosures that align with major ESG reporting frameworks. LIKE.TG Project and Portfolio Management helps build and maintain a company’s ESG roadmap, including strategy, planning, and budgeting tools—plus ongoing tracking of costs, resources, and results. Companies gain visibility into their ESG investments and improve the scale and impact of their ESG efforts. LIKE.TG Integrated Risk Management provides core governance capabilities plus advanced risk assessments, continuous monitoring, AI, audits, privacy, automation, and more. It integrates ESG considerations and data into effective enterprise-wide risk and compliance management with a real-time view of ESG compliance and risk, as well as rich analytics that improve decision-making and business performance. Harnessing the power of the Now Platform®, our solution seamlessly integrates with purpose-built ESG workflows by LIKE.TG, our customers and partners, and other third parties. We believe this will enable firms to significantly improve their impact across business, social, and environmental issues. The importance of ESGThis release reflects the growing importance of ESG initiatives across the enterprise and society. Today, nearly 60% of European organizations incorporate sustainability in their requests for proposal, according to a Channel Futures article. On the consumer side, people are four times more likely to trust and buy from companies that have a strong purpose versus those that don’t, Zeno Group reports.Likewise, around the world, governments are accelerating their oversight of firms’ ESG efforts, creating new implications for risk and compliance departments.For example, more than 170 proposed ESG regulatory measures have emerged since 2018, according to FT Adviser. This includes Germany’s Supply Chain Due Diligence Act, which goes into effect in 2023 and will require companies to audit their supply chains to ensure they protect human rights and the environment, reports the US Library of Congress. This kind of regulation introduces new imperatives to develop company-wide ESG measurement and reporting systems.Meanwhile, earlier this year, the European Union announced new “right to repair” laws that require electronics manufacturers to make their products repairable for at least a decade after they’re introduced, Euronews reports. These regulations—and the many others across diversity and inclusion, emissions, and even data privacy—will have an increasing number of implications for firms everywhere.Toward a better worldAt LIKE.TG, we believe we’re uniquely positioned to help our customers in these efforts because the Now Platform already touches all parts of their business. In conversations with our customers, we hear time and again about the pain points preventing them from implementing their ESG strategies.While many firms have ambitious corporate ESG goals, such as reaching net-zero greenhouse gas emissions, many struggle to achieve those goals and to track their progress. With our integrated ESG solution, we’re helping to convert customers’ big-picture efforts into concrete strategies and processes that they can measure against and report on.Further, to maximize the impact of this solution out of the gate, we’re working with partners across our developer program to create ESG workflows for specific industry use cases.I’m excited about the possibilities here. By helping our customers realize their ESG goals, we can, together, create a more sustainable, equitable, and ethical world. Let’s go!Learn more about how to workflow your ESG program.Use of forward‑looking statementsThis blog contains “forward‑looking statements” about the expectations, beliefs, plans, intentions and strategies relating to LIKE.TG’s integrated ESG solution and related products. Such forward‑looking statements include statements regarding future product capabilities and offerings and expected benefits to ServiceNow. Forward‑looking statements are subject to known and unknown risks and uncertainties and are based on potentially inaccurate assumptions that could cause actual results to differ materially from those expected or implied by the forward‑looking statements. If any such risks or uncertainties materialize or if any of the assumptions prove incorrect, our results could differ materially from the results expressed or implied by the forward‑looking statements we make. We undertake no obligation, and do not intend, to update the forward‑looking statements. Factors that may cause actual results to differ materially from those in any forward‑looking statements include, without limitation, (i) changes in the ESG regulatory landscape; and (ii) unexpected delays, difficulties, and expenses in making available the ESG solution or executing this strategy. Further information on factors that could affect our financial and other results is included in the filings we make with the Securities and Exchange Commission from time to time.
Addressing Australia’s customer service generation gap
All age groups demand speed, transparency, and a personalized approach when it comes to resolving customer issues. But new research from LIKE.TG reveals a stark gap between how Australia’s oldest and youngest populations want issues addressed.Tech-savvy millennials want to communicate through chatbots, email, and direct messages. Baby boomers prefer to speak to an operator to resolve a problem. Other generations lie somewhere in between. Post-pandemic, many will opt for self-service but be just as happy to speak to someone—as long as their issue is addressed quickly and transparently.The generation gap creates a conundrum for businesses trying to develop a post-COVID-19 customer service mix that works for everyone.Do you ditch phone calls to resolve disputes, in favor of automation? This can save costs but potentially alienate older segments of your customer base. What about millennials, who want to jump online and instantly resolve a problem? And how do you connect these different systems so every team or department can address issues fast?The answer lies in a streamlined, hybrid model where efficiency is the hero and customers have real-time visibility into when and how their issue will be resolved.Something for everyoneData is driving the need for a diverse approach. The research shows 71% of baby boomers favor speaking to a person to resolve a problem. That’s nearly four times greater than Gen Z (18%) and more than double millennials (31%).The pandemic has driven an overall rise in customers resorting to self-service options when they have issues, with a quarter of survey respondents (including a large portion of Gen Z) using self-service systems. Across all channels, key priorities are having issues fixed quickly (51%) and dealing with one person (44%).In every sector, the need to improve customer service comes at a time when expectations and demands are rising. More than a third of survey respondents (36%) said their customer service expectations have increased post-pandemic. One in four reported they’ve contacted customer service teams more, putting pressure on organizations to respond or risk losing business. Finding common groundDifferent generations are also divided on who’s leading—and lagging—when it comes to resolving customer complaints. Although everyone agrees the telecommunications industry and government departments rate the worst, Gen Z and millennials believe the food and beverage industry needs to step up when it comes to resolving customer issues.Perhaps this divide directly correlates to what constitutes good customer service. For Gen Z, it’s all about getting issues fixed quickly and receiving compensation or special offers to remedy issues. Older generations believe it comes down to customer service agents knowing their details while being able to speak to someone based in country.Despite the differences, there’s one thing the generations agree on: No one likes to wait on hold. Yet, Australians clocked 89.5 million wasted hours on hold in the past 18 months. And a third of people (31%) say wait times are getting worse. Now is the time for businesses to overhaul their customer service departments.A roadmap for the futureIn 2022, customer experience will continue to be critical to business success, requiring organizations to streamline their complaint resolution processes for a frictionless, fast, and fail-proof approach. Success will be built around customer satisfaction. The quality of complaint resolution is an integral part of positive customer experience, directly influencing where consumers spend their money and how loyal they remain to your brand.To find a solution that satisfies all age groups, organizations need to reimagine their service model mix while providing transparency at every step of the process, so customers know exactly what’s happening and when.Many organizations will look to a hybrid model that prioritizes digitization but provides the capacity to speak to team members—while simultaneously reducing hold times. Ensuring front, middle, and back-office teams are connected will avoid bottlenecks and enable automation to increase speed, efficiency, and customer satisfaction.Whatever the solution, the focus should be on the delivery: an efficient, genuine experience that leaves customers feeling valued.Find out more in our ebook: Evolving Customer Experiences and Expectations in Australia.
Addressing tech’s gender imbalance
The tech sector lacks female representation. Although 50% of science, technology, engineering, and mathematics (STEM) college students are female, according to the University of Michigan, women occupy only one in five tech jobs, reports the Women Tech Council.Addressing this gender imbalance is important from a diversity, innovation, and performance perspective. A 2020 McKinsey & Company report revealed companies with gender-diverse executive teams are 25% more likely to experience above-average levels of profitability.Attracting women to techWomen considering a career in the technology sector may feel intimidated. They don’t want to be the only female in a meeting room, and they lack role models of women who have succeeded in IT.Wanting to change this experience, bridge the gender gap, and give back to the community, LIKE.TG volunteered to run a training course for Code First Girls, a nonprofit organization that believes “tech shouldn't just be a boys club.”Thirty women registered for the free eight-week coding course, where they gained knowledge, advice, and support to consider a career in tech. For many, the course was the first step toward a tech role or a role in a related discipline, such as user experience, design, or technical writing.And many of the women completing the Code First Girls course wanted to take the next step. Some of the avenues open to them are the LIKE.TG Next Gen Program—designed to help take participants into employment—and the LIKE.TG Early in Careers Program for graduates, providing a jump-start to their career path in technology.Breaking down gender barriersThe collaboration between Code First Girls and LIKE.TG addresses the gender gap by tapping into new talent groups and equipping them with digital skills for the future through comprehensive training programs.Our goal now is to encourage more LIKE.TG volunteers to join our ranks and to empower more people from all walks of life to consider a career in the tech sector.If we’re to truly drive change, we must continue raising awareness of the growing opportunities in the digital economy, reaching out to new and diverse groups of people, and embracing the talent that resides there. We invite our partners and customers to join us in propelling real—and lasting —change in the industry.
Adobe and LIKE.TG announce global availability of integration
Adobe and LIKE.TG announced the availability of its partnership integration, to deliver an industry-first solution connecting data from Adobe Experience Platform and LIKE.TG’s Customer Service Management workflow product to enable more seamless, connected customer experiences. In today’s experience economy, where digital-only is our reality, marketing and customer service organizations must be aligned around a data-driven, customer-first approach. Connecting the Adobe Experience Platform, the industry’s first purpose-built Customer Experience Management (CXM) platform, and LIKE.TG’s Customer Service Management product empowers brands with a more complete view of the customer.“Today’s customer service teams are faced with unprecedented levels of customer inquiries, which has created urgency for omnichannel, end-to-end customer service solutions that provide a complete view of every customer,” said Farrell Hope, Senior Vice President of Customer Workflows at ServiceNow. “Together with Adobe, LIKE.TG is enabling organizations to have greater access to important customer information and build deeper loyalty with their customers.”This integration leads to seamless workflows between Adobe Experience Platform and LIKE.TG, enhancing Adobe’s Real-time Customer Profiles with rich customer data and improving personalization of customer experiences across all touchpoints. Additionally, leveraging this LIKE.TG and Adobe Experience Manager integration, brands can now deliver enhanced customer service capabilities.“As the leader in intelligent transformation, Lenovo understands that it needs to be a cross-organizational effort,” said Paul Walsh, global chief digital officer, Lenovo. “Leveraging Adobe and LIKE.TG, we are looking forward to aligning our marketing and customer service organizations even more closely to engage customers with more intelligent, data-driven and contextual interactions.” The ways that businesses support their customers now will define their brand and relationships for years to come. Today organizations fall short of serving customers as they are reliant on outdated and siloed systems that fail to deliver relevant data to customers. Through this integration, Adobe and LIKE.TG joint customers can: Establish Context to Drive Brand Loyalty: Enterprises are often challenged by navigating internal silos of data pertaining to interactions with their customers. This integration creates seamless data workflows that removes those barriers and connect marketing and customer service organizations. Now, when a customer reaches out with a concern or inquiry, the organization can see the full view of that customer’s engagement with the brand, from the products or services the customer has purchased to its most recent interaction with the company. This perspective leads to a more personalized and connected experience. Gain Deeper Insights for Personalization: Great experiences are built on the understanding of a customer’s journey. Through Adobe Experience Platform and the LIKE.TG Customer Service Management workflow product, customers can streamline work between teams by aggregating data during the “evaluate” and “purchase” touchpoints, capturing service interactions to ultimately build rich, real-time customer profiles in Adobe Experience Platform. Improve Customer Experiences: A seamless customer experience equates to anticipating needs before they arise. With LIKE.TG, organizations will understand which products or services the customer owns and uses, allowing organizations to drive towards greater personalization. By integrating Adobe Experience Manager and LIKE.TG Customer Service Management, end customers receive a web experience and content that is truly tailored and relevant to their stage in the journey. “Adobe’s mission to change the world through digital experiences has never been more relevant or powerful,” said Amit Ahuja, vice president, ecosystem development, Adobe. “Adobe and LIKE.TG are partnering to empower enterprises with a more complete view of each customer, so they can provide an experience that will drive better engagement and ultimately business success.”
Adopting a return to workplace strategy
LIKE.TG Safe Workplace apps make returning to the workplace work for everyoneAs we continue to navigate the complexities of COVID-19, top of mind for enterprise leaders is how to safely re-open and return employees to the workplace. Getting here has been no small feat, and returning to our workplaces will not be, either.As the leader responsible for LIKE.TG’s workplace services and business continuity functions, I am deeply involved in our COVID-19 emergency response efforts, including our strategy for returning to the workplace. I am also fortunate to be a consumer of LIKE.TG products and benefactor of the NOW Platform.Planning to re-open and return to the workplace raises important questions for leaders, including: How do we determine employees’ willingness and ability to return? What is the function of the workplace? How will it change in the short term, and evolve over time? How do we continue to mitigate COVID-19 risk in the workplace, knowing risk will exist for the foreseeable future? The more distributed an enterprise is across the globe, the more complex the questions become. At LIKE.TG, we are exploring these questions as we plan for employees to return to the workplace. LIKE.TG’s Safe Workplace apps are a key part of that plan.People first, then placeWe care deeply about our people. Empathy and compassion are core LIKE.TG values, just as they are for many other enterprises around the world. The impact of COVID-19 on individuals and households does not lessen or go away when we return to our workplaces. In fact, for some employees, returning to the workplace in the future is not an option due to their personal situations at home.Our return to workplace efforts include two areas of focus. The first, workforce readiness, is about meeting our people where they are, with empathy and compassion, given their personal circumstances resulting from COVID-19. The second, workplace readiness, focuses on preparing and managing our physical workplaces across myriad requirements and constraints to ensure the safety of those in our care. To ensure clarity of purpose across both areas, we’ve established a set of principles that inform our decisions and actions. The most important principle is that we care for our people and their well-being. If you are shaping your enterprise’s journey back to the workplace, I’d recommend creating or revisiting your own guiding principles to make sure they embody empathy and compassion for employees.LIKE.TG established a COVID-19 Crisis Management Team in January 2020, when the outbreak began in Asia. Our work continues today. The team includes senior leaders from global talent. IT, workplace services, communications, and legal. As a team, we decided to send our 11,000+ employees in 28 countries to work safely from their homes in early March, ahead of many regional and local orders. This same team is leading our return to workplace efforts. I am privileged to be a part of it.Our team’s experiences informed the development of LIKE.TG’s no-charge Customer Care apps, released in March, as well as the most recent suite of Safe Workplace apps, released in May. The Customer Care apps continue to help our team care for LIKE.TG employees. The Safe Workplace apps are invaluable tools in our return to workplace efforts.It’s likely that you already have your own version of a cross-functional COVID-19 taskforce. As you begin your own return to workplace journey, it’s vital to ensure that your taskforce includes the right mix of functional leaders, as well as access to effective tools and technology.Defining the return to workplace journeyLIKE.TG has developed a set of frameworks to ensure we follow our guiding principles in our corporate decisions and actions. These frameworks support execution of our strategy at the local, regional, and global level. They include: Readiness Framework: Considers the three domains of returning to the workplace—the community, the workplace, and the employee—and determines the level of dependency, influence, or control we have over each. Reviewing all three is essential to any decision. Re-opening Framework: Directs the actual execution of our strategy by prescribing the specific criteria or stage “gates” that must be crossed before any workplace is re-opened. It requires compliance with enterprise-level requirements but provides flexibility to account for local considerations. Phased approach: Governs our plan and ensures we are not timebound by decisions and can accommodate any given community or local situation. It’s important to remain flexible about this approach and revisit it as necessary, depending on the fluid conditions of the pandemic. Whether your company has one site or hundreds, establishing a clear strategy for returning to the workplace is critical. Sharing your guiding principles and strategy with your employees can help instill confidence in the process and reduce the natural anxieties that result from uncertainty.Support return to workplace efforts with workflowsTechnology also plays an important role in ensuring the seamlessness and compliance required as part of the return to work efforts. LIKE.TG’s Safe Workplace apps can automate many processes that would otherwise be manual and cumbersome: Employee Readiness Surveys allow us to gauge each employee’s readiness to return to the workplace, which in turn informs our plan Employee Health Screening allows employees to screen their health at home and self-certify they have completed the screening and are symptom-free Workplace PPE Inventory Management allows us to manage our PPE and other sanitizing inventory locally, regionally, and globally Workplace Safety Management allows us to manage social distancing parameters at the workspace level and ensure that proper workspace cleaning protocols are met The Safe Workplace Dashboard pulls together data from these apps to help companies understand their readiness to reopen sites, and displays it in one place. We estimate using these apps can help companies deliver $1M of labor productivity for every 10,000 employees. We also continue to use our COVID-19 Customer Care apps, including: Emergency Self-Report, which lets an employee report their exposure to or confirmation of COVID-19 to a dedicated HR team for contact tracing Emergency Exposure Management, which aids our HR team in contact tracing Whatever technology you employ for your return to workplace efforts, automating manual and repetitive activities will help you achieve compliance, mitigate the ongoing risk of COVID-19, and ensure you are caring for your employees.Our journey has only begunAs a born-in-the cloud software company, our employees are fully equipped to work digitally – whether that’s in the office, at home, with customers, or elsewhere. With the onset of COVID-19, we were able to send 100% of our employees to work from the safety of their homes. Work has continued seamlessly; we have cloud-commuted quite well.What does that mean for our LIKE.TG workplaces going forward?Historically, LIKE.TG’s workplaces played a central role in our daily work. About 80% of our employees were assigned a dedicated workspace within one of our 80 workplaces across the globe. In the 12 months leading up to COVID-19, however, the number of employees working outside of a LIKE.TG workplace one or more days a week was trending up. Many of my peers had shared similar trends at their companies. A change was already afoot.As our return to workplace plan unfolds in the coming months, I expect to see structural changes in the role the workplace plays, not just at LIKE.TG but across many enterprises. I believe we are on the cusp of the ‘distributed workplace’ where employees own the choice of where they work best, driving work location flexibility to new heights. Key to the ‘distributed workplace’? Digital workflows.
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