Small and large businesses alike are looking toward the future and are hoping for the economy to reopen as quickly and smoothly as possible. High vaccination rates will be key.The world’s biggest workflow challenge to convert vaccines into vaccinations has brought employers to the front line to drive the pandemic response effort. With more employers and governments now requiring employee vaccinations as a condition of work or office reentry, employee access to vaccines will become critical.Australian employers are taking guidance from new directions outlined by Minister for Health Greg Hunt to be able to vaccinate their employees at work. The COVID-19 Vaccine Administration Partners Program is set to transform offices and warehouses into vaccination centers.Why vaccinate at work?Bringing the jab to the workplace can be beneficial to both employers and employees. People want to feel safe when they go to work. No one wants to worry about a colleague's vaccination status while trying to do their job. Vaccinating at work can create ease and convenience for workers by making appointments more accessible.For employers, this offers a chance to help employees in a practical way—with the added benefit that some uncertain individuals will feel encouraged by seeing their colleagues get the jab. It’s no surprise the Business Council of Australia has described the move as “a no-brainer.”Workplace vaccination centers are expected to play a significant role in Australia’s path back to normal, with the government estimating that between 1 million and 1.7 million people will be vaccinated this way, reports the Australian Financial Review. This approach will be essential for reaching the national plan of vaccination rates above 80%.But, with vaccinations coming to the workplace, businesses face challenges of how to operate and organize employees.The technology imperativeVaccinations are fast becoming the norm in professional settings. Qantas, Virgin Australia, and Deloitte Australia have already introduced varying rules requiring workers to be vaccinated, and organizations such as Woolworths have committed to vaccinating their employees.These new requirements are expected to be effective in quelling future outbreaks, relieving pressure on healthcare systems, and minimizing future disruption to the economy.Technology will play a key role in managing how we keep teams and workplaces safe. Solutions that are simple and seamless and that empower workers will be required. Vaccine management software is readily available for businesses and should be considered now. These solutions make vaccination scheduling and certification easy in a trusted and secure way.Leading global businesses have taken steps that organizations can learn from. NTT Data, a global IT services company headquartered in Tokyo, joined a workplace vaccine program to vaccinate all its employees in Japan. With the right software in place, the company was able to build the vaccine reservation, reception, and management system in only two weeks, creating a seamless and efficient experience for employees and administrators.As vaccine management evolves, it will be crucial for businesses to be able to store and organize vaccine-related data. This will enable employers to have easy confirmation and assurance of the vaccination status of employees and to manage any exceptions—such as individuals who can’t be vaccinated for medical purposes.The path back to normalAs workplaces reopen, employees are concerned about their health, their privacy, and the of ease of doing their work. Business leaders are looking for ways to balance these issues in a trusted and secure way. Uber, for example, has embraced Safe Workplace applications to reopen its global offices while supporting employee health and safety.Vaccine requirements in some workplaces appear to be here to stay. It's integral that businesses do all they can to support our path back to normal. For many, this will involve embracing the rollout of vaccinations in the workplace and new policies and systems to keep teams safe. By ensuring the right, readily available tools are in place, businesses can support this important task with minimal disruption to operations and their employees.Learn how LIKE.TG helps businesses reopen with confidence.

Survey Shows Job Applicants Desperately Want Remote Work A survey by GoodHire raises questions about the future of recruitment and human resources. The COVID-19 pandemic understandably plays a part in the findings. The pandemic has given workers a taste of remote work and the perks that come with it. The survey reveals interesting insights that recruiters and directors can use in future planning and potential restructuring. GoodHire surveyed 3,500 American workers, so these findings are significant. The Changing Views of Workers The survey found that the views of workers regarding office work are changing. Just under 70% of respondents stated that they'd choose a remote working position over an in-office one. The respondents also believed that most people in the US now prefer remote working. This is understandable when you consider that 60% of those surveyed said they'd move to a different city to take up a remote working position. Employee Views on COVID-19 Workplace Safety COVID-19 will be with us for some time. It will not go away soon, and we must adjust to living alongside it for the foreseeable future. Although vaccinations are becoming increasingly available and overall deaths from the virus are reducing, safety is still a priority. Remote working is evidently safer than working in an office environment. Therefore, it's easy to see why workers may be reluctant to return to a more "traditional" working environment. More than half of the survey respondents said they had safety concerns over returning to the workplace. Eighty-four percent said they wanted efforts regarding COVID-19 safety to increase. This includes wanting workers to wear masks in the office, all employees to have proof of vaccination before returning, and reducing the number of people in the office at one time. Even with these precautions in place, working remotely is still significantly safer. Life After COVID-19 Although COVID-19 isn't going anywhere soon, there will come a time where we consider the virus to be much less of a threat. However, it's important to remember that the safety benefits of remote work regarding COVID-19 aren't the only reason people prefer working away from the office. We have given workers freedom that many haven't experienced before. They have had autonomy and the perks that come with working from home. Many people want to continue remote work when the pandemic is "over." The GoodHire survey found that 85% of job seekers prefer vacancies with flexible and remote working options. It's clear that the pandemic has shifted views and working habits, and it is likely that many job seekers will look only for remote options in the future. Understanding the Desire to Work Remotely It's important to understand the desire many people have to work remotely and the lack of desire to spend more time in the office. This working style for remote employees is very new to many people and gives them a greater sense of control and freedom over their work. Commuting costs workers a considerable amount of time and money; with remote work, they eradicate this. Some workers may feel more comfortable working remotely, especially if they suffer from mental health problems. Childcare can be a huge issue for many parents; working remotely can help with this. Similarly, some people may have felt they could not have a pet in the past because of the time they spent outside of the house. Recruiters will need to consider why workers have a desire to work from home. They may also need to make changes to accommodate this. The findings from the GoodHire survey illustrate a strong desire to work remotely from the majority of respondents. The Payoff for Remote Work The desire to work remotely is so strong that employees will sacrifice to get it. Over 60% of workers in the survey said they'd take a pay cut to have the option to work remotely. Some workers even said they'd happily cut their pay in half if it meant they didn't have to return to the office again. However, most respondents stated that a 10% pay cut would be worth it if it meant they could work remotely. Money isn't the only thing that workers will sacrifice for remote work either. Employee benefits were another thing that workers would happily say goodbye to if it meant they could work from home. Seventy percent of people said they'd give up their employee benefits to work remotely. This included paid time off, leisure memberships, 401K plans, and health insurance. The pandemic has given many employees working remotely a taste of freedom that they'd literally pay for. This is something that needs to be considered by employers as they strive to provide better job satisfaction. Potential Impact on Employers The findings provide crucial information for employers. Attitudes are changing fast, and if recruiters don't make changes quickly enough, there could be consequences. In fact, the survey found that nearly 75% of workers would quit their jobs if their employer forced them to return to the office full-time. This statistic, combined with others found in the survey, shows how much remote working means to employees. If employers cannot respect the voice of their workers, they may lose them. Recruiters planning to phase out working remotely are at risk of losing top talent. Workers now expect flexible options and will happily move to companies that provide these. Consider the information about how much employees would sacrifice to have a remote role. The survey highlights the need to take seriously the opinions of workers regarding flexible working arrangements. Employer Changes & Benefits for Employers Changing working arrangements can seem like an intimidating prospect, but it can come with many benefits for employers. Switching to a group of remote workers can save considerable expense. As the survey showed, employees are happy to sacrifice a percentage of their pay or employee perks just to be given the option to work remotely. This alone means less expense, as does having fewer workers in the office. Some companies may even be able to downsize their offices and cut expenses by doing so. You may even slash operating costs and overhead, including utility bills. It's crucial to remember that a happier full-time workforce means a more productive workforce. It also may mean a lower employee turnover and a better reputation for your company. Competitors will likely offer flexible working options in the future, and more technology like video calling, so taking the opportunity as soon as possible can avoid them getting ahead. Looking Ahead The findings from the GoodHire survey are significant and show hybrid work is hugely important. Simply ignoring these may mean that recruiters find themselves in situations where they are losing top talent or struggling to find applicants for positions. The pandemic has shifted how we think about work and the new-found hybrid work, and while most employers prefer an office-based work environment, most employees do not. Listening to employees is key to growth and continued success. It is time for recruiters to reassess the remote working options available in their workplace and make changes to improve job satisfaction among employees. About Author: This article is written by our marketing team at LIKE.TG. LIKE.TG is a leading provider of HR solutions, including recruiting, onboarding, employee engagement, and intranet software. Our aim is to help your company improve employee engagement, employee productivity, and to save you valuable time!

How to allow customers to easily request data privacy under the California Consumer Privacy ActJulie, who recently took up baking cupcakes as a hobby, is furious—and not about her culinary skills. She hadn’t realized how much of her personal information the company from which she bought her supplies had harvested and sold, without her express permission. She wants to know what they know about her, to whom they have sold that data, and that, once the harvesting is stopped, her information will be forgotten.Until recently, companies took whatever information they could extract from consumers, who had little recourse, and used it however they wanted. But in California, as in much of Europe, laws have changed and strengthened. What obligation do companies that serve customers in California now have to people like Julie ?What the California Consumer Privacy Act requiresThe California Consumer Privacy Act (CCPA), signed into law in June 2018, strengthened and unified data protection. California consumers now have the legal right to opt out of the sale of their personal data to third parties; companies that fail to comply face stiff penalties. Enforcement of the law begins in July. If you’re a business covered by the CCPA you must disclose the personal customer information you collect, share, and sell; you must also provide, on websites and mobile apps, a clear method for consumers to opt out of sharing their information and delete any personal data upon a consumer’s request.Keeping customer data private engenders loyaltyTo abide by the CCPA requires having systems and processes to ensure accurate personal information on consumers and current records of which third parties have purchased that data. To provide positive customer experiences and cement customer loyalty, the systems and processes need to allow customers to easily request that their data stay private.Consider the typical journey that a customer like Julie will take with your business when she makes an opt-out request: Under the CCPA, you’ll have 45 days to respond to the request. You’ll need to not only track how you fulfilled the request but also provide verification that you’ve reached out to third parties to request that they delete customer information.The solution that makes following CCPA guidelines simpleThese may be complex tasks on the back end, but your systems need to shield customers like Julie and make the process of handling their data-privacy requests as efficient as possible.LIKE.TG offers an out-of-the-box customer service portal that can be added to the LIKE.TG Governance Risk and Compliance solution. This creates a seamless, self-service customer experience where a consumer will simply click on a button to make an opt-out request. The solution provides full visibility into a request and also tracks all efforts to reach out to third parties on the consumer’s behalf. It also provides data privacy case analytics to ensure cases are resolved and that service level agreements are met.There’s still time to get ready for the CCPA—and keep your customers happyCCPA enforcement begins on July 1, but there’s still time to implement the right solution to comply with the CCPA and make it painless for your customers to request to keep their data private.Want to learn more about the CCPA and what it might mean for your business? Visit the first post in our series here.Learn more about LIKE.TG’s customer service portal and LIKE.TG Governance Risk and Compliance.Read more about the CCPA.

Remember when the “cloud” was just a buzzword? 10 years ago, many people thought that cloud technology was overhyped. Now, the cloud is a given.There’s a similar discussion about AIOps today. Once again, some people are skeptical. However, I predict that AIOps is destined to follow the cloud, with widespread adoption across industries. Organizations will quickly learn that they can’t remain competitive without AIOps. Just like the cloud, AIOps is going to rewire IT.Just to make sure were on the same page, let’s define AIOps. AIOps stands for Artificial Intelligence for IT Operations, and it optimizes IT operations functions using machine learning and big data. That’s the opposite of how many IT operations departments work today, struggling with manual processes and heavily siloed tools that don’t share data. Why is AIOps so important? Enabled by the cloud, businesses are digitizing at unprecedented speed. The pace and scale of change is staggering. And IT operations just can’t keep up. There’s just too much complexity and too much to manage. With SaaS apps and cloud services, business units are bypassing IT altogether—and this has been going on for years. AIOps changes this dynamic, ensuring that IT operations can run at digital speed and lead from the front.With AIOps, your IT operations team doesn’t have to dig through thousands of events from siloed monitoring tools, spending hours correlating disconnected data to identify impacted services and the root cause of failures. Instead, they immediately see a small number of actionable alerts and impacted services on a single console. They also see appropriate historical and real-time context, including relevant incidents, problems and changes for affected CIs, providing valuable shortcuts to issue diagnosis and resolution. They can also see how similar issues were remediated in the past and can even remediate issues automatically. Taken together, these AIOps capabilities significantly lower MTTR, reduce the number of major incidents, and increase operational efficiency. AIOps is ready for prime time. While the transformative promise of AI hasn’t materialized yet in many parts of the business, AIOps is different. It doesn’t need a staff of data scientists or AI translators. It doesn’t need a major reorganization like many other large-scale AI initiatives. In fact, AIOps is the perfect pilot for other organizational AI initiatives, building sponsorship beyond IT as it transforms IT operations—which in turn transforms the business.Recently, Tomer Mekhty, LIKE.TG’s VP of IT, talked about this point: “In IT operations, we’ve been using AIOps for some time to solve business problems. We’ve found that we don’t need to hire new data scientists to drive AIOps. Instead, we can rely on our existing data analysts and machine learning skill sets.”Make no mistake: LIKE.TG has seen great results with AIOps. For example, we used to have a huge number of VPN outages. Given our remote workforce around the world, this caused major employee frustration. Once we implemented AIOps, we reduced our VPN outages by 900 hours a year and reclaimed 1,000 hours in employee productivity—reducing lost time from 1,400 hours to just 400 hours.So, what is the most important success factor when adopting AIOps? Tomer says it’s a change in mindset. He explains, “What we’ve found is that AIOps needs a cultural change. It’s really about organizational change management. You need to establish a data-driven culture where most decisions are based on data, not experience. And, leaders need to start asking the right questions to drive efficiency. You also need to develop your existing talent or replace skillsets manage the scale and demand.”So, what are you waiting for? AIOps offers you a proven, pragmatic path to improved service quality, reduced service downtime, and vastly increased operational efficiency. Ultimately, that translates into sustainable business advantage as you run IT at digital speed.

Although parts of life have been put on pause due to the pandemic, our relationship with work hasn’t stalled away from the office. But working from home has profoundly changed the structure and flow of work. Employers and employees are collaborating to define what “workplace” means in 2022 and beyond.One of the biggest challenges facing organizations today is how to prepare leaders and teams to succeed in this new world of hybrid work while balancing safety, well-being, and productivity.Leaders are wrestling with floor space reconfigurations to accommodate fewer people at any given time. Some have given up on the notion of a physical office altogether. Others are dealing with diverse workforces, where “return to work” means transitioning employees back into customer-facing environments while navigating COVID-safe requirements.Everyone is trying to create more moments of human connection and figure out how to better collaborate within and across teams—all while balancing the safety requirements a post-pandemic environment demands.Work is taking shape in new waysOver the next decade, organizations across the Asia-Pacific region will face significant skills shortages. But it’s the immediate threat of a mass talent exodus driven by a desire for change and rising job dissatisfaction that has put employee experience (EX) front and center.Burnout and stress are among the top reasons employees say they’ll look for a new job. Asana’s Anatomy of Work Index 2021 found 77% of employees in Australia and New Zealand experienced burnout in 2020. With many struggling, organizations are challenged to keep teams productive and engaged.It’s worth remembering that productivity, at the center of every hybrid discussion, is a two-way street. Managers must be able to trust their people to work effectively, regardless of location. At the same time, employees can’t keep pace if much of their day is spent performing low-value tasks, dealing with bottlenecks, and trying to find information in fragmented systems.The data is clear: Engaged employees contribute more, according to a Human Resources Director article. Whatever the industry, this has a direct impact on customers, patients, and citizens.The “Great Resignation” is timely recognition that employees thrive when they’re empowered to choose how and where their work gets done. It’s a reminder that the post-pandemic landscape isn’t about solving a binary-location equation of either return to work or work from home—it’s about being empathetic to employee needs, wherever they are. Meet your people where they areWhen the near-universal shift to working from home took place at the beginning of 2020, it revealed significant gaps for many organizations. Even companies that had been flexibility front-runners before the pandemic had to rethink their practices and perspectives.At a Trans-Tasman Business Circle roundtable, Hisham El-Ansary, CEO of Bupa Asia Pacific, explained the past 18 months confirmed his belief: Employers must respond to these new expectations to get the best out of their people—and to attract and retain great talent in a tight labor market.With 85% of Bupa’s 22,000 employees operating in front-line roles—including aged care homes, medical centers, dental clinics, and optical stores—working from the spare bedroom or kitchen table is not an option for everyone. But maintaining connection to the company and to fellow employees wherever they are has never been more vital.Employees expect managers to support individual needs. Parents are desperate to separate home and work life. Employees who’ve flourished while working from home are wary about returning to office distraction. That’s no surprise, given it takes more than 23 minutes to get back to work after any kind of interruption, according to the University of California, Irvine.Roundtable attendees across public and private sectors agreed: The future of work requires businesses to foster greater levels of trust in their people and embrace different ways of working as a competitive advantage to recruit, retain, and motivate.Build from a place of trustIt’s not uncommon for companies to find themselves implementing rules to “police” and manage risks for noncompliance while unintentionally stifling contribution and innovation from others. It’s an old script that hybrid working has flipped. The majority of workers want to show up to work each day and do meaningful work—it’s up to leaders to lay the right foundation to make that happen.The post-pandemic workplace requires a unified experience across all functions—from IT to HR, facilities to legal, and the hundreds of connecting processes in between. It means accommodating contractors and partners with the same level of support and focus.Digital workflows are the not-so-secret sauce in hybrid models, seamlessly blending virtual and physical interaction to deliver brilliant experiences. Employees should be able to access information, systems, and support from anywhere: at home, on the go, or in a workplace.Government agencies around the world have revealed new roadmaps to reopening, including guidance for employees returning to the office. However, the onus is on businesses to keep their people safe. Workers are counting on their employers to put the necessary tools and workflows in place to mitigate the risk of COVID-19 transmission.Data-driven contact tracing and a real-time view of workplace readiness will be prerequisites for many businesses. Some, like Uber, are already using Safe Workplace apps to reopen offices globally.“In the future, workplace apps will become widespread to manage flexible working,” says Eric Swift, vice president and managing director at LIKE.TG Australia and New Zealand. “These will include features like interactive maps so people can navigate around any work site or office they visit, and the ability to let colleagues know what days they will be in and what desk they will sit at, so it’s easier for teams to come together.”Hybrid work is here to stayAccording to the Australian Institute of Family Studies, more than 12 million Aussies have taken part in the great work-from-home experiment, triggering the biggest social shift in the nature of work since World War II. Now, as we prepare to leave lockdown restrictions behind, a clearer view of the new world of work is emerging.Employees are looking for seamless, easy-to-use workplace experiences that mirror the best consumer-facing apps they use in their lives every day. The right tools not only make it easier to get things done, but they also: Empower people. Promote well-being and safety. Actively fuel productivity. Whether you’re all-in remote, trying a mix, or balancing the complexities of front-line, fieldwork, or head office environments, digital tools will be the foundation for any successful hybrid workplace. By adopting the best of what we’ve learned during the pandemic, leaders can create healthier, safer environments where employees really can do their best work.Learn more about the new world of hybrid work.

https://i0.wp.com/servicematters.servicenow.com/wp-content/uploads/2018/12/Chris-Pope.jpg?ssl=1Unless you’ve been living under a disconnected rock, you’ll know that the Internet of Things (IoT) has developed to become a new substrate layer of web-driven intelligence that is helping to connect our world. Fueled by data from sensors, cameras and all manner of gyroscopes and accelerometers, IoT gives us a new power to monitor, track, analyze and act upon the data being created in the world around us.But you already knew that part. As we head into 2019, the issue at hand for us now is what happens next in the Internet of Things. We need to focus on how we build the infrastructure that serves the IoT and how we create the higher-level technology fabric that feeds off it.A crucial factor for organizations looking to channel IoT is the need to create new business models. New operational frameworks must be customized to the needs and requirements of the machines and people populating the IoT ecosystem.We have reached a few watershed moments with IoT already. We know that the initial years saw too many products developed with inadequate—or non-existent―security provisioning. The security debate will always be there, but services have now come to the fore in terms of how we lock down data in the IoT.People—users and sometimes also wearers of technology―will now be central to the debate going forward. The fact that people will be carrying wearables so much more means we will know a lot more about the status of every individual in every situation.A more ‘consumable’ futureLet’s think of possible future scenarios. For example, there may never be a standard health insurance policy needed anymore, because insurers will know more about people from the get-go. Users will really just pay for what they consume, leading us to a more ‘consumable’ future.But none of these advancements are possible unless we have access to a system of action that allows us to leverage the information coming out of the IoT in the first place. To put it another way, all the IoT ‘things’ are useless unless you can drive action from the information and alerts that they generate.As we look to use this new system of action, we can point it towards the specific components of IoT that we are actually interested in. If you think about all the devices and data out there as the IoT universe, then there’s a tighter orbit around your own organization’s personal IoT universe. These are the ‘things’ and the data that matter to you. Once you focus in on these elements, you can map your desired business outcomes against the IoT through an intelligently architected approach.Defining desired outcomesThe term ‘desired outcomes’ might sound a little strange, but it’s easy to put them into context.From a health-tracking wearables standpoint, a user would typically have a variety of desired outcomes including, for example, a target heart rate, blood pressure, weight and so on. Any diversion from desired outcomes might cause the user to change their exercise regime, alter their diet and perhaps ultimately visit the doctor.Cars are another good example—desired outcomes for car use would include fuel consumption per gallon, performance and the need for week-to-week maintenance.We can go further with automobiles because they have become smart enough to track whether we are a safe driver based upon our behavior on the road. In the EU for example, if a driver shares their streamed dash cam data with an insurance company which recognizes that driver’s safety, then the driver may be rewarded with a lower insurance premium.https://i1.wp.com/servicematters.servicenow.com/wp-content/uploads/2018/12/iStock-861086798-min.jpg?ssl=1From outcomes to systems of actionIn this last example, the scope of our desired outcomes has widened, but we will fail to benefit from them unless a system of action is put into place, in this case to provide the service of a lower premium. Without the system of action, the driver drives safely, the dash cam records it and sends the data onward, the insurance company gets to identify safe drivers and perhaps also accident blackspots, but the safe driver gets no reward.I think this ‘ability to act now’ element of how we interact with IoT data was brilliantly expressed by Chris Mazzei, in his role as EY Global Innovation Technologies Leader & Global Chief Analytics Officer. He said “There is an acceptance that AI will change everything in 10 years’ time, but little appreciation of how it could, and should, impact businesses right now.”Business model shake-upSo, as we move forward into 2019, and more and more devices become connected, we are seeing the same challenges that have been experienced across enterprise IT now appearing in the world of IoT, especially Industrial IoT.This reality is especially prevalent if we look at how we want to manage the functionality of IoT devices. We need to be able to understand how devices are performing relative to each other while also providing the requisite level of security for each device. This isn’t about just managing the break-fix elements of the IoT―it is about analyzing the data to optimize business processes and drive new business models.There are huge data lakes created by IoT and we know that. As businesses become truly digital, they will discover that they know more clearly what they want to get from the universe of data that is being created, enabling them to more intelligently ask the right questions in the first place.They will know what the desired outcomes are and thus what questions to ask to drive their system of action into decision-making, paving the way for a truly ‘consumable’ IoT from end to end.

Reimagining the customer experienceEvery CEO knows the bottom-line value of delivering great customer experiences. Every year, businesses spend billions of dollars on customer relationship management solutions. Total CRM spend is projected to reach $80 billion a year by 2025.Yet few companies truly deliver in the end, as Farrell Hough, LIKE.TG’s senior vice president of customer workflow products, explained in her afternoon keynote presentation at the Knowledge 2019 conference in Las Vegas.Hough’s presentation followed this morning’s opening keynote, in which CEO John Donahoe and Chief Product Officer C.J. Desai explained how LIKE.TG is bringing consumer experiences to the workplace.“CRM on its own is not enough,” said Hough. “What it does today is really more like call reaction management.”During her 70-minute presentation, Hough laid out a vision for how the LIKE.TG platform can help companies transform their customer service operations by digitizing and automating problematic underlying workflows. They can then use the data to create better, more unified customer experiences. Instead of getting by with the status quo—what Hough described as “disconnected, reactive experiences where interactions are limited to phone calls with customer service agents”—companies can tap the latest features of the Now Platform to deliver 360-degree customer experience through a single integrated app.“Many customer service representatives today are on an island,” said Hough. “They’re not able to connect with other parts of their organizations. We know there’s a better way. We’ve already done this internally at LIKE.TG, across IT and employee services. This is what we need to bring to our customers. It’s what they need and what they deserve.”The Now Platform enables three key capabilities, said Hough. First, it creates end-to-end service that can handle all of a customer’s interactions and needs. It also works proactively, with dashboard tools that identify issues and recommend actions before customers are even aware that there’s a problem. Finally, it enables customer self-service, automating simple requests and handing off more complex tasks to human agents.Digitizing customer service workflows can yield significant payoffs. LIKE.TG customers have seen an average 20% increase in customer satisfaction and a 70% reduction in resolution times, with 65% of cases handled by self-service.Customer storiesHough introduced two LIKE.TG customers with very different use cases to explain how they made the leap to digitized customer service workflows.From the healthcare industry, Hough welcomed Erin Doney, VP of customer experience automation at UHG Optum. A part of UnitedHealth Group, Optum is a pharmacy benefit manager and care services group that operates across 150 countries.Doney explained how UHG Optum closed critical customer service gaps. “We decided to put the customer first in everything we do and we discovered we had gaps where patients interacted with agents or nurses,” she said. “They had to navigate multiple systems.”Optum convened agents and developers in an IT “test kitchen” where they designed, prototyped and tested new patient service solutions using ServiceNow. “It was human-centered design,” said Doney. “The people who would wind up using the tools helped design them.”Optum service agents now use a single dashboard built on new digital workflows that unify all aspects of the service experience. “Interaction” recommendations help agents focus on empathetic communication. Benefits information is integrated and visible alongside other data. Agents can even refill prescriptions using the same app with a simple handoff to a different team member.Simplifying service at VodaphoneVodafone, a UK-based telecom company with 313 million customers worldwide, teamed up with LIKE.TG to reimagine its customer service with one objective: “radical simplification,” said Chris Holmes, Vodafone’s head of digital experiences.That’s small task when you have B2B clients that demand mission-critical services. “In telco, networks and services are proliferating,” Holmes said. “We had to make sure we were streamlining them. Our customers expect highly personalized services, which we provide through digitization and automation.”Vodafone leveraged the Now Platform to create a single dashboard app for service agents that gives them a 360 view of the customer, and allows them to be more proactive, Holmes explained. Vodaphone’s customer satisfaction scores have jumped 25% since the implemented ServiceNow.Holmes’s biggest takeaway? It’s important to start by identifying which workflows need automation, and which don’t. “The biggest lesson we learned from customization and simplification is not to automate processes that don’t serve us.”

LIKE.TG brings consumer experiences to the workplace“What if our lives at work could be no different than our lives at home?”With that question, LIKE.TG CEO and president John Donahoe kicked off the company’s annual Knowledge conference with a keynote address to more than 20,000 LIKE.TG customers, partners, developers and employees from 78 countries.It’s a question that speaks to the heart of LIKE.TG founder Fred Luddy’s original mission: use leading-edge digital technologies to make people’s lives on the job far easier, more productive and more meaningful. “Fred deeply believes that it is technology in the service of people, and not the other way around,” said Donahoe.The annual Knowledge conference is a grassroots incubator for knowledge sharing across LIKE.TG’s customer base. Knowledge 2019 features 600 learning sessions over three days, 90% of which will be taught by customers. Donahoe invited participants to consider the stark contrast between the complexity of our work lives and the simplicity of our experiences at home. “In our lives at home, mobile technology allows us to get what we want, when we want and how we want it,” Donahoe said. Underlying those easy experiences are digital systems and workflows whose complexity is invisible to users.By contrast, business applications and systems tend to leave much of that underlying complexity exposed to end users. In order to provide the great experiences that customers and employees expect, they must “take that complexity and tame it,” said Donahoe.Companies can use the LIKE.TG platform to offer the same simple, intuitive experiences that we get from consumer apps. Chief Product Officer C.J. Desai highlighted several new features that will launch with LIKE.TG’s New York release in the third quarter of 2019: They include: Guided App Creator, which allows developers to create new enterprise apps in a few minutes without writing a line of code IntegrationHub and Action Designer, which makes it simple to integrate systems with or without code across apps, systems and software Operator Workspace, which provides one dashboard for systems operators to monitor and manage all services Service Owner Workspace, which offers a 360-degree view of service health to track real-time performance and generate cost and consumption reports quickly Desai said LIKE.TG customers can already benefit from platform innovations in the current Madrid release, including better systems integration and voice-assistance functionality. He also charted LIKE.TG’s roadmap beyond the Q3 release, hinting at more transformative features in the works for the Orlando and Paris releases, coming in the first and third quarters of 2020.Next, Desai introduced Linda Jojo, executive vice president and CIO at United Airlines. United, which served 160 million passengers last year, is teaming with LIKE.TG on companywide digital transformation.“Running an airline is one of the most complex jobs in the world because so many things can go wrong.,” said Jojo. “We’ve armed 60,000 of our employees with mobile technology. Our employees needed more tools in their toolkit, and LIKE.TG is helping us empower them.”Virgin Trains CIO John Sullivan shared a similar success story with ServiceNow. CIO John Sullivan described how Virgin, which transports 100,000 passengers daily in the U.K., is working with LIKE.TG to connect employees and customers with proactive, end-to-end service features.Employees who were previously siloed in different departments can now connect and share integrated data via a mobile app. They can report a maintenance issue or incident and contact other team members directly from the app using voice commands. Using machine-learning capabilities, the system automatically suggests workflows that resolve issues without impacting customers.“It’s all about monitoring systems and preventing issues before they occur,” Sullivan said. Virgin Trains’ consumer-facing mobile app is also helping the company deliver a great customer experience with automated self-service features that use LIKE.TG’s Virtual Agent technology to manage train cancellations and other travel issues in real time.

On Day 1 of Knowledge 2019, the main keynote presentations showed how digital workflows are shaping the future of work. On Day 2, keynote presenters dug deeper into that core idea to explain how the Now Platform can empower IT organizations and create better employee experiences—an increasingly important differentiator for companies worldwide.Revitalizing ITKicking off the IT Workflow keynote, LIKE.TG chief innovation officer Dave Wright presented a vision of simpler, more agile, mobile-driven work experiences for IT employees.Achieving that vision, Wright said, requires killing off the long-standing era of what he called “the IT ticket spin cycle,” where IT teams get bogged down in endless cycles of incident management using entangled, inefficient and often manual workflows.“The really insane thing is, we built these systems ourselves,” said Wright. “We do the same thing again and again, even though we know how to fix it.”Wright described the strategy companies can use break the cycle using ServiceNow. “We’re going to see a convergence where we use virtual agents, automation and virtualization to get to the point where there are no Level 1 tickets,” said Wright.To illustrate how companies are tapping the Now Platform to spark this convergence, Wright introduced Lyne Germain, VP of IT integration at Shell, to explain how the global oil company embraced digitization to streamline IT processes for a better work experience for its 81,000 global employees. “Change can be really difficult in a company Shell’s size but we’re committed to IT digitalization and LIKE.TG is helping us achieve it,” said Germain.Pablo Stern, SVP IT Workflow Products for LIKE.TG, unpacked the key challenges that create a state of IT friction for too many organizations: manual processes; poor collaboration and lack of visibility due to siloed teams; and workflows that are not aligned with business goals.“Some customers tell us it takes 23 days on average to approve a deployment,” Stern said. “We can solve that. We can reduce friction to accelerate change. We can improve collaboration through shared insights. We can align work to business for a new kind of change management.” New IT Business Management (ITBM) tools in the upcoming New York release of the Now Platform will smooth the path for those changes, explained Ben Yukich, Principal Solution Architect for ServiceNow.Within the Operator Workspace module—unveiled by C.J. Desai in yesterday’s keynote—a single dashboard will display and prioritize all alerts. Using Operator Workspace, IT pros will have access to Alert Intelligence, which leverages AI insights to identify root causes faster, and Visual Playbooks that recommend prescriptive action to prevent other systems from being compromised.Operator Workspace also features a No Code Security Playbook that allows cybersecurity processes to be automated without writing a single line of code.Reinventing employee experienceBreaking old cycles to improve workflows was also the main theme of the Employee Experience keynote, led by Blake McConnell, SVP Employee Workflow Products for ServiceNow.Employees have endured clunky and inefficient HR processes for years, McConnell said. It’s a problem made more pressing by the changing expectations of employees.“Gen Z, Millennials, Baby Boomers—today they all expect a consumer-level experience at work like never before,” McConnell said.To win and retain top talent, management must ensure a great employee experience, said McConnell. The biggest roadblock? “Management isn’t doing the work,” said McConnell said. “IT and HR are doing the work, but they’re not aligned.”To create that alignment, LIKE.TG’s Employee Service Center is already helping to bridge the gap between HR and IT to create smoother onboarding for new hires. Customers from financial giant HSBC and technology services company Asurion took the stage to explain how they executed on that strategy.New capabilities in the New York release promise to consumerize the employee experience even more, , McConnell added. He highlighted mobile onboarding and Virtual Agent integrations powered by natural language understanding.Sean McCann, CIO of Corporate Functions at HSBC, explained how LIKE.TG helped the global bank undertake a massive HR transformation for its 235,000 full-time employees.“We hadn’t customized our HR systems in 18 years,” McCann said. “It was a difficult place to start from. But after a two-year process and with assistance from LIKE.TG, we changed the way our people worked in 66 countries overnight.”The results have been striking: Today 88% of HRBC workers say they are highly satisfied or satisfied with their employee experience. A full 50% of HR processes are now self-service.Kelly Rosalia, Senior HR Program Manager at Asurion, and Brad Wirths, Asurion’s Senior Director of Service Management, tapped the Now Platform’s Employee Service Center to create an employee onboarding experience that is “remarkably human, delightfully simple and actually helpful.”Last year, Rosalia and Wirths attended Knowledge 2018 to learn about Employee Service Center. One year later, they returned to describe how the module had transformed their onboarding experience. “The experience is more human now,” Rosalia said. “It’s much easier and actually fun.”Employee Service Center allowed Asurion to automate manual processes and unify diverse systems across siloed departments using one simple dashboard. Analytics and employee feedback on the portal ensure that the company can continuously improve its HR services.“Once we turned on LIKE.TG, we could see areas we needed to improve—even areas where we didn’t know we needed improvement,” said Wirth.

What’s new on the Now PlatformA year ago at Knowledge 2018, Pat Casey asked customers for their feedback on the Now Platform. Casey, LIKE.TG’s senior vice president for DevOps, got an earful. The apps weren’t as cool or fun to use as consumer apps, they said. “Make it like Uber” was a common refrain.Another request was to improve scalability. With exponentially more data pouring in to businesses every day, customers needed the ability to manage thousands or millions of data points in real time. And on the privacy front, customers wanted tighter controls over their data.LIKE.TG listened and came back with an array of new features and capabilities. At the Now Platform keynote on Day 3 of Knowledge 2019, Casey unveiled Now Platform innovations designed to help customers deliver consumer-grade mobile apps with increased scalability, security, and usability.All of the following will be available in this fall’s New York release: Siri shortcuts. This tool will offer multiple ways to simplify and customize voice interactions with mobile apps. Users can build shortcuts for common actions, such as open an incident, show to-dos, or request a day off. Natural Language Understanding: Building on NLU technology from the AI startup Parlo, which LIKE.TG acquired in 2018, the platform will offer a no-code tool to create mobile voice-to-text shortcuts. Starting with the Orlando release in 2020, the Natural Language Query tool will enable customers to create customized virtual agents for mobile. Database performance optimization: This will let customers with large datasets generate reports faster than ever before. In a demo, Rani Hamdi, VP of quality engineering, showed how the current platform took 28 seconds to run a report for a million-point dataset. With the new DPO tool, he was able to run a report in a mere three seconds that analyzed 10 times the amount of data. Instance data replication: This will allow customers to replicate data from different instances, synced in real time. Previously, companies had to build out data replication manually. Now, with a simple configuration, you can sync data between instances with no-code implementation. Data residency and compliance. This new compliance tool helps customers keep up with rapidly changing data privacy and security regulations in countries around the world. KYOK (Keep Your Own Key): With Instance Key Management, customers can take control of their own data, with LIKE.TG serving as a secure backstop. And while your data is safe in the cloud, it will remain encrypted so that LIKE.TG itself can’t access your data unless you request it. “We’re excited to put the keys to your data privacy in your hands,” said Mike Lents, VP of service engineering. Josh Kahn, vice president and GM of LIKE.TG’s Platform business unit, then took the stage to show how customers can harness the new capabilities of the Now Platform.Kahn outlined two broad categories of applications that customers are creating on the Now Platform. The first is productivity apps that are purpose-built to automate specific business workflows such as vacation requests, customer feedback and loaner equipment requests from IT. “While productivity apps automate small, simple processes, their business value adds up the more you add to the platform,” said Kahn. On the productivity app front, David Record, division chief at the U.S. Department of State, demonstrated a vacation request app that replaced an older, paper-based process. The old process had multiple approval layers and took 15 days to process each leave request. Record’s team built a LIKE.TG mobile app that drove processing time down to 10 minutes. Using the Now Platform’s no-code development tools, they got the new app up and running in just three weeks from concept to launch.The second category is transformation apps, which optimize core processes that create significant business value for the company. These core processes are often highly complex and cut across multiple departments in an organization. Examples include employee recruitment, contract management, patent tracking, employee mobility and many more.To highlight transformation apps, Kahn introduced Sandra Tartol, VP of enterprise business operations for Optum Rx, a large prescription management company with 65 million customers worldwide. OptumRx processes $91 billion in prescription spending every year. Tartol explained how the company used LIKE.TG to transform unstructured prescription management processes, saving tens of millions of dollars last year alone.Other Day 3 highlightsAt the CreatorCon Spotlight, Marcus Torres, head of product for LIKE.TG’s platform business, walked developers through new tools to manage the work of developers and builders within ServiceNow.Guided App Creator makes it easier to import data from outside sources like spreadsheets so that it can be manipulated within the Now Platform and more quickly deployed into workflows.The Now UI Builder allows non-developers to assemble reusable workflow components in a drag-and-drop interface to create working dashboards. Finally, DevX creates a workspace which pulls all these elements together, regardless of whether the user wants to work at the code level or manipulate the components as drag-and-drop objects.

Updated March 16, 2020Over the past few weeks, we have been closely monitoring the evolving COVID-19 pandemic. In order to protect the health and safety of our Knowledge 2020 attendees, partners, and community, we have made the decision to make Knowledge 2020 a digital community event that will launch on May 5 in place of the in-person event in Orlando, FL.The Knowledge 2020 digital experience will showcase all the ways you can unlock productivity through modern digital workflows, highlight the latest customer and platform innovations, and inspire the LIKE.TG community to continue to create great experiences for businesses.In the coming days and weeks, we will provide details about the Knowledge 2020 digital experience. We are committed to creating a phenomenal digital experience that will engage, inspire, and connect you to the best practices from our customers around the world.The global health crisis is creating new realities for all of us. Thank you for your patience as we evaluated this fluid situation and assessed the best way forward to bring the LIKE.TG community together in a safe and healthy manner. We regret we won’t see you in Orlando this year, but we are excited to stay connected digitally to share and learn from each other - that’s always been the power of the LIKE.TG community. See you online!View our Knowledge Frequently Asked Questions.Don't miss the Knowledge 2020 digital experience — Register for free today.

Knowledge 20 Scavenger HuntOFFICIAL RULESNO PURCHASE NECESSARY TO ENTER OR WIN. PURCHASE WILL NOT INCREASE YOUR CHANCES OF WINNING. VOID WHERE PROHIBITED BY LAW.ELIGIBILITY: The “Knowledge 20 Scavenger Hunt” Contest (the “Contest”) is open to (i) individuals except those who are legal residents of the Province of Quebec, Italy, Dominican Republic, Egypt, Pakistan, Brazil, Mexico, and the Philippines (“Ineligible Countries”); (ii) individuals who are the age of majority or older in his or her state or country of residence at the time of entry; and (iii) registered to attend Knowledge 2020 Virtual Experience event. Employees, temporary workers, interns, officers, and directors of LIKE.TG, Inc., including former employees who have, within the past six months, performed services for Sponsor, its affiliated companies, subsidiaries, advertising and promotion agencies, any and all other entities directly associated with this Contest (“Released Parties”), and the immediate family members and members of the same residing in the household of any of the above are not eligible to enter or win. Employees or officials of any government entity are not eligible to enter or win a prize. Failure to meet the eligibility requirements will result in an entry being invalid and forfeiture of any prize. Individuals who are legal residents of one of the Ineligible Countries are not eligible to participate or win a prize. Void where prohibited by law.SPONSOR: The Contest is sponsored by LIKE.TG Inc., 2225 Lawson Lane, Santa Clara, CA 95054 (the “Sponsor”).AGREEMENT TO OFFICIAL RULES: By participating, entrants (“Entrants”) agree to abide by and be bound by these Official Rules and the decisions of the Sponsor, which are final and binding in all matters relating to the Contest. Winning a prize (as defined below) is contingent upon fulfilling all requirements set forth herein.CONTEST PERIOD: The Contest begins at 12:00 AM Pacific Daylight Time (PDT) on May 4, 2020, and ends at 5:00 PM PDT on June 11, 2020 (“Contest Period”).HOW TO ENTER: During the Contest Period, for one (1) Contest entry, eligible Entrants must (i) create six (6) separate publicly visible posts of a photo or text of the six (6) requirements stated in the blog post available here: https://www.servicenow.com/blogs/2020/knowledge2020-social-media-contests.html , (ii) on either Twitter or Instagram using the hashtag #Know20Games. No private or otherwise protected Tweets are allowed. All six (6) posts must remain publicly visible to enter to be eligible to win. Incomplete entries will be disqualified and void.JUDGING: Sponsor will review all entries for compliance with these Official Rules. All eligible entries will be judged by a panel of judges comprised of employees of Sponsor based on the following equal-weighted judging criteria (“Judging Criteria”):· 40% - ORIGINALITY;· 40% - RESEMBLANCE TO REQUIREMENTS IN BLOG POST; AND· 20% - WOW FACTOR.The judging and final determination of the winners will be in the sole discretion of the judges. The three (3) eligible Entrants with the highest scores will be the potential winners. In the event of a tie for a prize, the potential winner with the higher score in the “Resemblance To Requirements in Blog Post” Judging Criteria above will be a winner.Limit one (1) entry per person. Sponsor reserves the right to disqualify any person or social media account that submits more than one entry. The Released Parties are not responsible for: lost, late, incomplete, invalid, unintelligible, illegible, misdirected entries. All entries become the exclusive property of Sponsor and will not be acknowledged or returned. By participating, you consent for Sponsor to obtain, use, and transfer your name, address and other information for the purpose of administering this Contest and for other purposes as set forth below, and for your entry to be used by Sponsor in its advertising, marketing, and promotional endeavors.WINNER NOTIFICATION: The three (3) potential winners will be selected among all eligible entries received by Sponsor, whose decisions are final and binding, on or about June 12, 2020 via direct message on Twitter. Sponsor is not liable for any notification to a potential winner that is lost, intercepted, or not received by any potential winner for any reason. Prize winners need not be present to win. All potential winners may be required to sign an Affidavit of Eligibility, Liability and Publicity Release form, unless prohibited by law, prior to accepting a prize.If a prize or prize notification is returned as unclaimed or undeliverable to the potential Winner, if a potential Winner cannot be reached by the Sponsor within five (5) calendar days from the first notification attempt, if a potential Winner does not comply with the Sponsor’s prize acceptance instructions within five (5) calendar days from the first notification attempt, or if a potential Winner is not in compliance with these Official Rules, then such person shall be disqualified and, at Sponsor’s sole discretion, an alternate Winner may be selected for the prize at issue.PRIZES & PRIZE CONDITIONS: Three (3) winners will receive one (1) two-hundred ($200.00) USD gift card, each with an approximate retail value (“ARV”) of $200.00 USD. Total ARV of all prizes awarded in this Contest: $600.00. All currency listed in these Official Rules is in U.S. Dollars.Odds of winning depend upon the number of eligible entrants who enter the Contest. Winners are subject to all applicable terms and conditions associated with the Prize. Sponsor is not responsible for lost or stolen prize elements. Winners will receive their prizes within ninety (90) days of the winner announcement. Sponsor reserves the right to cancel if the fairness of the Contest is compromised. Proof of identity, age and/or legal residence may be required to claim the prize.ALL FEDERAL, STATE, AND LOCAL TAXES ARE SOLELY THE RESPONSIBILITY OF THE WINNERS. Winners may be required to complete required tax forms or other documents requested within the time period stipulated by Sponsor. Any difference between the stated estimated value of the prize and its actual value will not be awarded. Winner agrees to accept the prize “as is.”The value of the prizes set forth above represents Sponsor’s good faith determinations of the ARV thereof and such determinations are final and binding and cannot be appealed. If the actual value of any prize turns out to be less than the stated ARV the difference will not be awarded in cash.ALL EXPENSES OR COSTS ASSOCIATED WITH ACCEPTANCE OF A PRIZE NOT MENTIONED HEREIN ARE THE SOLE RESPONSIBILITY OF THE WINNER(S). No substitution or transfer of prize will be permitted. The Sponsor reserves the right at its sole discretion to substitute the prize with another prize of equal or greater value. Limit one (1) prize per person.RELEASE AND LIMITATIONS OF LIABILITY: By participating in the Contest and/or accepting a prize, Entrants agree to release and hold harmless the Released Parties from and against any claim, action, injury, loss, damage or cause of action arising out of or relating to participation in the Contest, acceptance or receipt of any prize, use or misuse of any prize, or participation in any prize-related activity, including, but not limited to: (a) any technical errors that may prevent an Entrant from submitting an entry; (b) unauthorized human intervention in the Contest; (c) errors in the administration of the Contest or the processing of entries; or (d) injury, death, or damage to persons or property which may be caused, directly or indirectly, in whole or in part, from Entrant’s participation in the Contest or receipt or use of any prize. Released Parties assume no responsibility for any error, omission, interruption, deletion, defect, delay in operation or transmission, theft or destruction or unauthorized access to, or alteration of, entries. Entrant further agrees that in any cause of action, the Released Parties’ liability will be limited to the cost of entering and participating in the Contest, and in no event shall the Released Parties be liable for attorney’s fees. Entrant waives the right to claim any damages whatsoever, including, but not limited to, punitive, consequential, direct, or indirect damages.GENERAL CONDITIONS: If for any reason the operation or administration of this Contest is impaired or incapable of running as planned for any reason, including but not limited to (a) infection by computer virus, bugs, (b) tampering, unauthorized intervention, (c) fraud, (d) technical failures, or (e) any other causes beyond the control of the Sponsor which corrupt or affect the administration, security, fairness, integrity or proper conduct of this Contest, the Sponsor reserves the right at its sole discretion, to disqualify any individual who tampers with the entry process, and to cancel, terminate, modify or suspend the Contest in whole or in part, at any time, without notice and award the Prizes (defined below) using all non-suspect eligible entries received as of, or after (if applicable) this cancellation, termination, modification or suspension date, or in any manner that is fair and equitable and best conforms to the spirit of these Official Rules. Sponsor reserves the right, at its sole discretion, to disqualify any individual deemed to be (a) tampering or attempting to tamper with the entry process or the operation of the Contest website; or (b) acting in violation of these Official Rules or in an unsportsmanlike or disruptive manner.CAUTION: ANY ATTEMPT TO DELIBERATELY DAMAGE ANY WEBSITE OR UNDERMINE THE LEGITIMATE OPERATION OF THE CONTEST IS A VIOLATION OF CRIMINAL AND CIVIL LAWS AND SHOULD SUCH AN ATTEMPT BE MADE, THE SPONSOR RESERVES THE RIGHT TO SEEK DAMAGES OR OTHER REMEDIES FROM ANY SUCH PERSON(S) RESPONSIBLE FOR THE ATTEMPT TO THE FULLEST EXTENT PERMITTED BY LAW.Failure by the Sponsor to enforce any provision of these Official Rules shall not constitute a waiver of that provision. In the event of a dispute as to the identity of a winner based on an email address, the winning entry will be declared by the authorized account holder of the email address submitted at time of entry. "Authorized account holder" is defined as the natural person who is assigned to an email address by an Internet access provider, online service provider or other organization (e.g., business, educational, institution, etc.) that is responsible for assigning email addresses for the domain associated with the submitted email address.USE OF DATA: All information submitted by Entrants will be treated according to Sponsor’s Privacy Statement, available at https://www.servicenow.com/privacy-statement.html. By participating in the Contest and providing any personal contact information, Entrants hereby agree to Sponsor’s collection and usage of their personal information and acknowledge that they have read and accepted Sponsor’s Privacy Statement.DISPUTES: EXCEPT TO THE EXTENT PRE-EMPTED BY FEDERAL OR OTHER APPLICABLE STATE LAW, THE CONTEST SHALL BE GOVERNED BY THE LAWS OF THE STATE OF CALIFORNIA, WITHOUT GIVING EFFECT TO ANY CONFLICT OF LAW PROVISIONS THEREOF. ENTRANTS UNDERSTAND AND AGREE THAT ALL CLAIMS, DISPUTES OR CONTROVERSIES BETWEEN ENTRANT AND THE RELEASED PARTIES SHALL BE RESOLVED BY FINAL AND BINDING ARBITRATION IN THE COUNTY OF SANTA CLARA, STATE OF CALIFORNIA. BY ENTERING, ENTRANTS VOLUNTARILY AND KNOWINGLY WAIVE ANY RIGHT THEY HAVE TO A JURY TRIAL. THIS ARBITRATION CONTRACT IS MADE PURSUANT TO A TRANSACTION IN INTERSTATE COMMERCE AND ITS INTERPRETATION, APPLICATION, ENFORCEMENT AND PROCEEDINGS HEREUNDER SHALL BE GOVERNED BY THE FEDERAL ARBITRATION ACT (“FAA”), AND CONDUCTED BY JUDICIAL ARBITRATION AND MEDIATION SERVICES, INC. (“JAMS”), IN ACCORDANCE WITH THE JAMS COMPREHENSIVE ARBITRATION RULES. THE TRIBUNAL WILL CONSIST OF ONE ARBITRATOR. THE ARBITRATOR SHALL BE BOUND TO APPLY AND ENFORCE THE TERMS OF THE OFFICIAL RULES, AND THE ARBITRATOR’S DECISION WILL BE FINAL, BINDING, AND ENFORCEABLE IN A COURT OF COMPETENT JURISDICTION. NEITHER ENTRANT NOR SPONSOR SHALL BE ENTITLED TO JOIN OR CONSOLIDATE CLAIMS IN ARBITRATION BY OR AGAINST OTHER CONSUMERS OR ARBITRATE ANY CLAIM AS A REPRESENTATIVE OR MEMBER OF A CLASS.FURTHER, IN ANY SUCH DISPUTE, UNDER NO CIRCUMSTANCES WILL ENTRANTS BE PERMITTED TO OBTAIN AWARDS FOR, AND THEY HEREBY WAIVE ALL RIGHTS TO CLAIM, PUNITIVE, INCIDENTAL OR CONSEQUENTIAL DAMAGES (INCLUDING ATTORNEYS' FEES AND COSTS), OTHER THAN ACTUAL OUT-OF-POCKET EXPENSES (I.E. COSTS ASSOCIATED WITH ENTERING THIS CONTEST) AND FURTHER WAIVE ALL RIGHTS TO HAVE DAMAGES MULTIPLIED OR INCREASED.Each Entrant hereby waives application of California Civil Code Section 1542 which provides as follows:A GENERAL RELEASE DOES NOT EXTEND TO CLAIMS THAT THE CREDITOR OR RELEASING PARTY DOES NOT KNOW OR SUSPECT TO EXIST IN HIS OR HER FAVOR AT THE TIME OF EXECUTING THE RELEASE AND THAT, IF KNOWN BY HIM OR HER, WOULD HAVE MATERIALLY AFFECTED HIS OR HER SETTLEMENT WITH THE DEBTOR OR RELEASED PARTY.Each Entrant expressly waives the provisions of Section 1542 of the California Civil Code as well as any other statutes, rules, laws, ordinances, or common law principles or other authority of similar effect of any jurisdiction, and further waives any right to invoke said provisions now or in the future with regard to the Contest. Entrants and the Winners further acknowledge and agree that this waiver is an essential and material term of these Official Rules and the Contest.WINNERS LIST REQUEST: You may request the name of the winners by sending a self-addressed, stamped envelope by July 12, 2020, to: LIKE.TG “Knowledge 20 Scavenger Hunt” Contest Winners List Request, Attn: Natalya Copeland, 2225 Lawson Lane, Santa Clara, CA 95054. During the Contest Period, Official Rules requests may be sent to the aforementioned address. Rules requests must include a self-addressed, stamped envelope. Residents of Vermont may omit return postage for rules requests.NO SOCIAL MEDIA PLATFORM ENDORSEMENT: This Contest is not sponsored, endorsed or administered by, or associated with Twitter, Inc. or Facebook, Inc. Any information you provide as part of this Contest it to both the Released Parties and not to Twitter or Instagram. By interacting with www.twitter.com or www.instagram.com, or the respective mobile applications, Entrants are subject to the social media platform terms, conditions, and policies that govern the use of those sites and applications. Knowledge 20 Caption ThisNO PURCHASE NECESSARY TO ENTER OR WIN. PURCHASE WILL NOT INCREASE YOUR CHANCES OF WINNING. VOID WHERE PROHIBITED BY LAW.ELIGIBILITY: The “Knowledge 20 Caption This” Contest (the “Contest”) is open to (i) individuals except those who are legal residents of the Province of Quebec, Italy, Dominican Republic, Egypt, Pakistan, Brazil, Mexico, and the Philippines (“Ineligible Countries”); (ii) individuals who are the age of majority or older in his or her state or country of residence at the time of entry; and (iii) registered to attend Knowledge 2020 Virtual Experience event. Employees, temporary workers, interns, officers, and directors of LIKE.TG, Inc., including former employees who have, within the past six months, performed services for Sponsor, its affiliated companies, subsidiaries, advertising and promotion agencies, any and all other entities directly associated with this Contest (“Released Parties”), and the immediate family members and members of the same residing in the household of any of the above are not eligible to enter or win. Employees or officials of any government entity are not eligible to enter or win a prize. Failure to meet the eligibility requirements will result in an entry being invalid and forfeiture of any prize. Individuals who are legal residents of one of the Ineligible Countries are not eligible to participate or win a prize. Void where prohibited by law.SPONSOR: The Contest is sponsored by LIKE.TG Inc., 2225 Lawson Lane, Santa Clara, CA 95054 (the “Sponsor”).AGREEMENT TO OFFICIAL RULES: By participating, entrants (“Entrants”) agree to abide by and be bound by these Official Rules and the decisions of the Sponsor, which are final and binding in all matters relating to the Contest. Winning a prize (as defined below) is contingent upon fulfilling all requirements set forth herein.CONTEST PERIOD: The Contest begins at 12:00 AM Pacific Daylight Time (PDT) on May 4, 2020, and ends at 11:59 PM PDT on June 11, 2020 (“Contest Period”). There are six (6) rounds (each a “Round”) during the Contest Period. Each Round is approximately one week in length with the first Round starting at the start of the Contest Period and ending at 11:59 PM PDT on the Thursday of that week, with each subsequent round beginning at 12:00 AM PDT on the Friday after the prior Round ended through the final Round which ends at the end of the Contest Period.HOW TO ENTER: During each Round eligible Entrants must (i) follow @Know365, and (ii) in a publicly visible post reply to the applicable @Know365 post on Twitter with a caption for the posted photo, along with the hashtag #Know20Caption. No private or otherwise protected Tweets are allowed. All posts must remain publicly visible to enter to be eligible to win. Incomplete entries will be disqualified and void.JUDGING: Sponsor will review all entries for compliance with these Official Rules. All eligible entries will be judged by a panel of judges comprised of employees of Sponsor based on the following equal-weighted judging criteria (“Judging Criteria”):● 40% - COMPELLING MESSAGE;● 40% - CREATIVITY AND ORIGINALITY IN STYLE; AND● 20% - RELEVANCE TO THE APPLICABLE ROUND.The judging and final determination of the winners will be in the sole discretion of the judges. The three (3) eligible Entrants with the highest scores will be the potential winners. In the event of a tie for a prize, the potential winner with the higher score in the “Creativity and Originality in Style” Judging Criteria above will be a winner.Limit one (1) entry per person per Round, for a total of six (6) entries during the Contest Period. Sponsor reserves the right to disqualify any person or social media account that submits more than one entry. The Released Parties are not responsible for: lost, late, incomplete, invalid, unintelligible, illegible, misdirected entries. All entries become the exclusive property of Sponsor and will not be acknowledged or returned. By participating, you consent for Sponsor to obtain, use, and transfer your name, address and other information for the purpose of administering this Contest and for other purposes as set forth below, and for your entry to be used by Sponsor in its advertising, marketing, and promotional endeavors.WINNER NOTIFICATION: The two (2) potential winners will be selected among all eligible entries received by Sponsor during each Round, whose decisions are final and binding, on or about each Friday during the Contest Period via direct message on Twitter. Sponsor is not liable for any notification to a potential winner that is lost, intercepted, or not received by any potential winner for any reason. Prize winners need not be present to win. All potential winners may be required to sign an Affidavit of Eligibility, Liability and Publicity Release form, unless prohibited by law, prior to accepting a prize.If a prize or prize notification is returned as unclaimed or undeliverable to the potential Winner, if a potential Winner cannot be reached by the Sponsor within five (5) calendar days from the first notification attempt, if a potential Winner does not comply with the Sponsor’s prize acceptance instructions within five (5) calendar days from the first notification attempt, or if a potential Winner is not in compliance with these Official Rules, then such person shall be disqualified and, at Sponsor’s sole discretion, an alternate Winner may be selected for the prize at issue.PRIZES & PRIZE CONDITIONS: A total of twelve (12) winners will receive one (1) fifty ($50.00) USD gift card, each with an approximate retail value (“ARV”) of $50.00 USD. Total ARV of all prizes awarded in this Contest: $600.00. All currency listed in these Official Rules is in U.S. Dollars.Odds of winning depend upon the number of eligible entrants who enter the Contest. Winners are subject to all applicable terms and conditions associated with the Prize. Sponsor is not responsible for lost or stolen prize elements. Winners will receive their prizes within ninety (90) days from the end of the Contest Period. Sponsor reserves the right to cancel if the fairness of the Contest is compromised. Proof of identity, age and/or legal residence may be required to claim the prize.ALL FEDERAL, STATE, AND LOCAL TAXES ARE SOLELY THE RESPONSIBILITY OF THE WINNERS. Winners may be required to complete required tax forms or other documents requested within the time period stipulated by Sponsor. Any difference between the stated estimated value of the prize and its actual value will not be awarded. Winner agrees to accept the prize “as is.”The value of the prizes set forth above represents Sponsor’s good faith determinations of the ARV thereof and such determinations are final and binding and cannot be appealed. If the actual value of any prize turns out to be less than the stated ARV the difference will not be awarded in cash.ALL EXPENSES OR COSTS ASSOCIATED WITH ACCEPTANCE OF A PRIZE NOT MENTIONED HEREIN ARE THE SOLE RESPONSIBILITY OF THE WINNER(S). No substitution or transfer of prize will be permitted. The Sponsor reserves the right at its sole discretion to substitute the prize with another prize of equal or greater value. Limit one (1) prize per person.RELEASE AND LIMITATIONS OF LIABILITY: By participating in the Contest and/or accepting a prize, Entrants agree to release and hold harmless the Released Parties from and against any claim, action, injury, loss, damage or cause of action arising out of or relating to participation in the Contest, acceptance or receipt of any prize, use or misuse of any prize, or participation in any prize-related activity, including, but not limited to: (a) any technical errors that may prevent an Entrant from submitting an entry; (b) unauthorized human intervention in the Contest; (c) errors in the administration of the Contest or the processing of entries; or (d) injury, death, or damage to persons or property which may be caused, directly or indirectly, in whole or in part, from Entrant’s participation in the Contest or receipt or use of any prize. Released Parties assume no responsibility for any error, omission, interruption, deletion, defect, delay in operation or transmission, theft or destruction or unauthorized access to, or alteration of, entries. Entrant further agrees that in any cause of action, the Released Parties’ liability will be limited to the cost of entering and participating in the Contest, and in no event shall the Released Parties be liable for attorney’s fees. Entrant waives the right to claim any damages whatsoever, including, but not limited to, punitive, consequential, direct, or indirect damages.GENERAL CONDITIONS: If for any reason the operation or administration of this Contest is impaired or incapable of running as planned for any reason, including but not limited to (a) infection by computer virus, bugs, (b) tampering, unauthorized intervention, (c) fraud, (d) technical failures, or (e) any other causes beyond the control of the Sponsor which corrupt or affect the administration, security, fairness, integrity or proper conduct of this Contest, the Sponsor reserves the right at its sole discretion, to disqualify any individual who tampers with the entry process, and to cancel, terminate, modify or suspend the Contest in whole or in part, at any time, without notice and award the Prizes (defined below) using all non-suspect eligible entries received as of, or after (if applicable) this cancellation, termination, modification or suspension date, or in any manner that is fair and equitable and best conforms to the spirit of these Official Rules. Sponsor reserves the right, at its sole discretion, to disqualify any individual deemed to be (a) tampering or attempting to tamper with the entry process or the operation of the Contest website; or (b) acting in violation of these Official Rules or in an unsportsmanlike or disruptive manner.CAUTION: ANY ATTEMPT TO DELIBERATELY DAMAGE ANY WEBSITE OR UNDERMINE THE LEGITIMATE OPERATION OF THE CONTEST IS A VIOLATION OF CRIMINAL AND CIVIL LAWS AND SHOULD SUCH AN ATTEMPT BE MADE, THE SPONSOR RESERVES THE RIGHT TO SEEK DAMAGES OR OTHER REMEDIES FROM ANY SUCH PERSON(S) RESPONSIBLE FOR THE ATTEMPT TO THE FULLEST EXTENT PERMITTED BY LAW.Failure by the Sponsor to enforce any provision of these Official Rules shall not constitute a waiver of that provision. In the event of a dispute as to the identity of a winner based on an email address, the winning entry will be declared by the authorized account holder of the email address submitted at time of entry. "Authorized account holder" is defined as the natural person who is assigned to an email address by an Internet access provider, online service provider or other organization (e.g., business, educational, institution, etc.) that is responsible for assigning email addresses for the domain associated with the submitted email address.USE OF DATA: All information submitted by Entrants will be treated according to Sponsor’s Privacy Statement, available at https://www.servicenow.com/privacy-statement.html. By participating in the Contest and providing any personal contact information, Entrants hereby agree to Sponsor’s collection and usage of their personal information and acknowledge that they have read and accepted Sponsor’s Privacy Statement.DISPUTES: EXCEPT TO THE EXTENT PRE-EMPTED BY FEDERAL OR OTHER APPLICABLE STATE LAW, THE CONTEST SHALL BE GOVERNED BY THE LAWS OF THE STATE OF CALIFORNIA, WITHOUT GIVING EFFECT TO ANY CONFLICT OF LAW PROVISIONS THEREOF. ENTRANTS UNDERSTAND AND AGREE THAT ALL CLAIMS, DISPUTES OR CONTROVERSIES BETWEEN ENTRANT AND THE RELEASED PARTIES SHALL BE RESOLVED BY FINAL AND BINDING ARBITRATION IN THE COUNTY OF SANTA CLARA, STATE OF CALIFORNIA. BY ENTERING, ENTRANTS VOLUNTARILY AND KNOWINGLY WAIVE ANY RIGHT THEY HAVE TO A JURY TRIAL. THIS ARBITRATION CONTRACT IS MADE PURSUANT TO A TRANSACTION IN INTERSTATE COMMERCE AND ITS INTERPRETATION, APPLICATION, ENFORCEMENT AND PROCEEDINGS HEREUNDER SHALL BE GOVERNED BY THE FEDERAL ARBITRATION ACT (“FAA”), AND CONDUCTED BY JUDICIAL ARBITRATION AND MEDIATION SERVICES, INC. (“JAMS”), IN ACCORDANCE WITH THE JAMS COMPREHENSIVE ARBITRATION RULES. THE TRIBUNAL WILL CONSIST OF ONE ARBITRATOR. THE ARBITRATOR SHALL BE BOUND TO APPLY AND ENFORCE THE TERMS OF THE OFFICIAL RULES, AND THE ARBITRATOR’S DECISION WILL BE FINAL, BINDING, AND ENFORCEABLE IN A COURT OF COMPETENT JURISDICTION. NEITHER ENTRANT NOR SPONSOR SHALL BE ENTITLED TO JOIN OR CONSOLIDATE CLAIMS IN ARBITRATION BY OR AGAINST OTHER CONSUMERS OR ARBITRATE ANY CLAIM AS A REPRESENTATIVE OR MEMBER OF A CLASS.FURTHER, IN ANY SUCH DISPUTE, UNDER NO CIRCUMSTANCES WILL ENTRANTS BE PERMITTED TO OBTAIN AWARDS FOR, AND THEY HEREBY WAIVE ALL RIGHTS TO CLAIM, PUNITIVE, INCIDENTAL OR CONSEQUENTIAL DAMAGES (INCLUDING ATTORNEYS' FEES AND COSTS), OTHER THAN ACTUAL OUT-OF-POCKET EXPENSES (I.E. COSTS ASSOCIATED WITH ENTERING THIS CONTEST) AND FURTHER WAIVE ALL RIGHTS TO HAVE DAMAGES MULTIPLIED OR INCREASED.Each Entrant hereby waives application of California Civil Code Section 1542 which provides as follows:A GENERAL RELEASE DOES NOT EXTEND TO CLAIMS THAT THE CREDITOR OR RELEASING PARTY DOES NOT KNOW OR SUSPECT TO EXIST IN HIS OR HER FAVOR AT THE TIME OF EXECUTING THE RELEASE AND THAT, IF KNOWN BY HIM OR HER, WOULD HAVE MATERIALLY AFFECTED HIS OR HER SETTLEMENT WITH THE DEBTOR OR RELEASED PARTY.Each Entrant expressly waives the provisions of Section 1542 of the California Civil Code as well as any other statutes, rules, laws, ordinances, or common law principles or other authority of similar effect of any jurisdiction, and further waives any right to invoke said provisions now or in the future with regard to the Contest. Entrants and the Winners further acknowledge and agree that this waiver is an essential and material term of these Official Rules and the Contest.WINNERS LIST REQUEST: You may request the name of the winners by sending a self-addressed, stamped envelope by July 12, 2020, to: LIKE.TG “Knowledge 20 Caption This” Contest Winners List Request, Attn: Natalya Copeland, 2225 Lawson Lane, Santa Clara, CA 95054. During the Contest Period, Official Rules requests may be sent to the aforementioned address. Rules requests must include a self-addressed, stamped envelope. Residents of Vermont may omit return postage for rules requests.NO SOCIAL MEDIA PLATFORM ENDORSEMENT: This Contest is not sponsored, endorsed or administered by, or associated with Twitter, Inc. Any information you provide as part of this Contest it to both the Released Parties and not to Twitter. By interacting with www.twitter.com, or the respective mobile applications, Entrants are subject to the social media platform terms, conditions, and policies that govern the use of those sites and applications. company names, product names, and logos may be trademarks of the respective companies with which they are associated.

The first five weeks of Knowledge 2020 covered a succession of core themes—Accelerate, Build, Succeed, Connect, and Dream. The theme of the sixth and final week of this epic virtual experience is an appropriate one: Act. As in, put all this Knowledge know-how to work with our employees, our customers, and in our jobs.Week 6 covered this ground in style. Kim Felix, president of enterprise technologies at UPS, showed how the global logistics giant pulled off a massive IT consolidation effort using ITOM, ITSM and the Now Platform. We also heard from another Fortune 100 company, Lowe’s, on how the retailer partnered with LIKE.TG to implement a mobile solution for hundreds of Lowes’ IT field technicians.

LIKE.TG Inc. Knowledge 21 Caption This OFFICIAL RULESNO PURCHASE OR PAYMENT OF ANY KIND IS NECESSARY TO ENTER OR WIN. VOID WHERE PROHIBITED BY LAW.ELIGIBILITY: The “Knowledge 21 Caption This” Contest (the “Contest”) is open to (i) individuals except those who are legal residents of the Province of Quebec, Italy, Dominican Republic, Egypt, Pakistan, Brazil, Mexico, and the Philippines (“Ineligible Countries”); (ii) individuals who are the age of majority or older in his or her state or country of residence at the time of entry; and (iii) registered to attend Knowledge 2021 Virtual Experience event. Employees, temporary workers, interns, officers, and directors of LIKE.TG, Inc., its affiliated companies, subsidiaries, advertising and promotion agencies, any and all other entities directly associated with this Contest (“Released Parties”), and the immediate family members and members of the same residing in the household of any of the above are not eligible to enter or win. Employees or officials of any government entity are not eligible to enter or win a prize. Failure to meet the eligibility requirements will result in an entry being invalid and forfeiture of any prize. Individuals who are legal residents of one of the Ineligible Countries are not eligible to participate or win a prize.SPONSOR: The Contest is sponsored by LIKE.TG Inc., 2225 Lawson Lane, Santa Clara, CA 95054 (the “Sponsor”).AGREEMENT TO OFFICIAL RULES: By participating, entrants (“Entrants”) agree to abide by and be bound by these Official Rules and the decisions of the Sponsor, which are final and binding in all matters relating to the Contest. Winning a prize (as defined below) is contingent upon fulfilling all requirements set forth herein.CONTEST PERIOD: The Contest begins at 12:00 AM PDT on 05/11/2021 and ends at 5:00 PM PDT on 5/20/2021 (“Contest Period”). There are two (2) rounds (each a “Round”) during the Contest Period. The first Round starts at the start of the Contest Period and ends at 5:00 PM PDT on 05/14/2021, with the second Round beginning at 12:00 AM PDT on 05/17/2021 and ending at the end of the Contest Period.HOW TO ENTER: During each Round eligible Entrants must (i) follow @Know365, and (ii) in a publicly visible post reply to the applicable @Know365 post on Twitter with a caption for the posted photo, along with the hashtag #Know21Caption. No private or otherwise protected Tweets are allowed. All posts must remain publicly visible to enter to be eligible to win. Incomplete entries will be disqualified and void. All required information must be provided to enter and to be eligible to win.JUDGING: Sponsor will review all entries for compliance with these Official Rules. All eligible submissions will be judged by a panel of judges comprised of employees of Sponsor based on the following judging criteria (“Judging Criteria”): 40% - COMPELLING MESSAGE; 40% - CREATIVITY AND ORIGINALITY IN STYLE; AND 20% - RELEVANCE TO THE APPLICABLE ROUND. The judging and final determination of the winners will be in the sole discretion of the judges.Limit one (1) entry per person per Round, for a total of two (2) entries during the Contest Period. Sponsor reserves the right to disqualify any person or social media account that submits more than one entry. The Released Parties are not responsible for: lost, late, incomplete, invalid, unintelligible, illegible, misdirected entries. All entries become the exclusive property of Sponsor and will not be acknowledged or returned. By participating, you consent for Sponsor to obtain, use, and transfer your name, address and other information for the purpose of administering this Contest and for other purposes as set forth below.WINNER SELECTION NOTIFICATION: Two (2) potential prize winners with the highest score each Round will be selected in accordance with the Judging Criteria among all eligible entries received by Sponsor, whose decisions are final and binding. In the event if a tie, the tied entrants with the higher score in the “Creativity and Originality in Style” Judging Criteria will the potential prize winner. The potential prize winner selection will be on or about the end of each Round. The Sponsor will select a total of four (4) potential winner(s) (“Prize Winners”). Prize Winners need not be present to win. Prize Winners will be contacted by the Sponsor via direct message on Twitter. All Prize Winners may be required to sign an Affidavit of Eligibility, Liability and Publicity Release form, unless prohibited by law, prior to accepting a prize. Failure to comply with any of the requirements set forth in these Official Rules may result in disqualification or forfeiture of the prize.PRIZE & PRIZE CONDITIONS: Two (2) winners per Round will each receive one (1) twenty-five ($25.00) USD DoorDash e-gift cardThe approximate retail value (“ARV”) of each prize is: $25.00. Total ARV of Prizes awarded in this Contest: $100.00. All currency listed in these Official Rules is in USD. Odds of winning depend upon the number of eligible entrants who enter the Contest. Winners are subject to all applicable terms and conditions associated with the prize. Sponsor is not responsible for lost or stolen prize elements. Winners will receive their prizes within ninety (90) days of the winner selection. There is a limit of one (1) prize per entrant.ALL FEDERAL, STATE, AND LOCAL TAXES ARE SOLELY THE RESPONSIBILITY OF THE WINNERS. Winners may be required to complete required tax forms or other documents requested within the time period stipulated by Sponsor. Any difference between the stated estimated value of the prize and its actual value will not be awarded. Winner agrees to accept the prize “as is.”The value of the prizes set forth above represents Sponsor’s good faith determinations of the ARV thereof and such determinations are final and binding and cannot be appealed. If the actual value of any prize turns out to be less than the stated ARV the difference will not be awarded in cash.ALL EXPENSES OR COSTS ASSOCIATED WITH ACCEPTANCE OF A PRIZE NOT MENTIONED HEREIN ARE THE SOLE RESPONSIBILITY OF THE PRIZE WINNERS. No substitution or transfer of prize will be permitted. The Sponsor reserves the right at its sole discretion to substitute the prize with another prize of equal or greater value.If a prize or prize notification is returned as unclaimed or undeliverable to the Prize Winners, if the Prize Winners cannot be reached by the Sponsor within three (3) calendar days from the first notification attempt, if the Prize Winners do not comply with the Sponsor’s prize acceptance instructions within three (3) calendar days from the first notification attempt, or the Prize Winners are not in compliance with these Official Rules, then such person shall be disqualified and, at Sponsor’s sole discretion, alternate Prize Winners may be selected for the prize at issue.Failure by the Sponsor to enforce any provision of these Official Rules shall not constitute a waiver of that provision. In the event of a dispute as to the identity of a Prize Winner based on an email address, the winning entry will be declared by the authorized account holder of the email address submitted at time of entry. "Authorized account holder" is defined as the natural person who is assigned to an email address by an Internet access provider, online service provider or other organization (e.g., business, educational, institution, etc.) that is responsible for assigning email addresses for the domain associated with the submitted email address.RELEASE AND LIMITATIONS OF LIABILITY: By participating in the Contest and/or accepting a prize, Entrants agree to release and hold harmless the Released Parties from and against any claim, action, injury, loss, damage or cause of action arising out of or relating to participation in the Contest, acceptance or receipt of any prize, use or misuse of any prize, or participation in any prize-related activity, including, but not limited to: (a) any technical errors that may prevent an Entrant from submitting an entry; (b) unauthorized human intervention in the Contest; (c) errors in the administration of the Contest or the processing of entries; or (d) injury, death, or damage to persons or property which may be caused, directly or indirectly, in whole or in part, from Entrant’s participation in the Contest or receipt or use of any prize. Released Parties assume no responsibility for any error, omission, interruption, deletion, defect, delay in operation or transmission, theft or destruction or unauthorized access to, or alteration of, entries. Entrant further agrees that in any cause of action, the Released Parties’ liability will be limited to the cost of entering and participating in the Contest, and in no event shall the Released Parties be liable for attorney’s fees. Entrant waives the right to claim any damages whatsoever, including, but not limited to, punitive, consequential, direct, or indirect damages.GENERAL CONDITIONS: If for any reason the operation or administration of this Contest is impaired or incapable of running as planned for any reason, including but not limited to (a) infection by computer virus, bugs, (b) tampering, unauthorized intervention, (c) fraud, (d) technical failures, or (e) any other causes beyond the control of the Sponsor which corrupt or affect the administration, security, fairness, integrity or proper conduct of this Contest, the Sponsor reserves the right at its sole discretion, to disqualify any individual who tampers with the entry process, and to cancel, terminate, modify or suspend the Contest in whole or in part, at any time, without notice and award the Prizes (defined below) using all non-suspect eligible entries received as of, or after (if applicable) this cancellation, termination, modification or suspension date, or in any manner that is fair and equitable and best conforms to the spirit of these Official Rules. Sponsor reserves the right, at its sole discretion, to disqualify any individual deemed to be (a) tampering or attempting to tamper with the entry process or the operation of the Contest website; or (b) acting in violation of these Official Rules or in an unsportsmanlike or disruptive manner.ANY ATTEMPT TO DELIBERATELY DAMAGE ANY WEBSITE OR UNDERMINE THE LEGITIMATE OPERATION OF THE CONTEST IS A VIOLATION OF CRIMINAL AND CIVIL LAWS AND SHOULD SUCH AN ATTEMPT BE MADE, THE SPONSOR RESERVES THE RIGHT TO SEEK DAMAGES OR OTHER REMEDIES FROM ANY SUCH PERSON(S) RESPONSIBLE FOR THE ATTEMPT TO THE FULLEST EXTENT PERMITTED BY LAW.PUBLICITY: By accepting a prize, where permitted by law, the Prize Winners grant to the Released Parties and those acting pursuant to the authority of the Released Parties, the right to print, publish, broadcast and use worldwide IN ALL MEDIA without limitation at any time a Prize Winner’s submission, full name, image, photograph, portrait, voice, likeness, signature and/or biographical information for advertising, trade and promotional purposes without further payment or additional consideration, and without review, approval or notification.USE OF DATA: All information submitted by Entrants will be treated according to Sponsor’s Privacy Statement, available at https://www.servicenow.com/privacy-statement.html. By participating in the Contest and providing any personal contact information, Entrants hereby agree to Sponsor’s collection and usage of their personal information and acknowledge that they have read and accepted Sponsor’s Privacy Statement.DISPUTES: EXCEPT TO THE EXTENT PRE-EMPTED BY FEDERAL OR OTHER APPLICABLE STATE LAW, THE CONTEST SHALL BE GOVERNED BY THE LAWS OF THE STATE OF CALIFORNIA, WITHOUT GIVING EFFECT TO ANY CONFLICT OF LAW PROVISIONS THEREOF. ENTRANTS UNDERSTAND AND AGREE THAT ALL CLAIMS, DISPUTES OR CONTROVERSIES BETWEEN ENTRANT AND THE RELEASED PARTIES SHALL BE RESOLVED BY FINAL AND BINDING ARBITRATION IN THE COUNTY OF SANTA CLARA, STATE OF CALIFORNIA. BY ENTERING, ENTRANTS VOLUNTARILY AND KNOWINGLY WAIVE ANY RIGHT THEY HAVE TO A JURY TRIAL. THIS ARBITRATION CONTRACT IS MADE PURSUANT TO A TRANSACTION IN INTERSTATE COMMERCE AND ITS INTERPRETATION, APPLICATION, ENFORCEMENT AND PROCEEDINGS HEREUNDER SHALL BE GOVERNED BY THE FEDERAL ARBITRATION ACT (“FAA”), AND CONDUCTED BY JUDICIAL ARBITRATION AND MEDIATION SERVICES, INC. (“JAMS”), IN ACCORDANCE WITH THE JAMS COMPREHENSIVE ARBITRATION RULES. THE TRIBUNAL WILL CONSIST OF ONE ARBITRATOR. THE ARBITRATOR SHALL BE BOUND TO APPLY AND ENFORCE THE TERMS OF THE OFFICIAL RULES, AND THE ARBITRATOR’S DECISION WILL BE FINAL, BINDING, AND ENFORCEABLE IN A COURT OF COMPETENT JURISDICTION. NEITHER ENTRANT NOR SPONSOR SHALL BE ENTITLED TO JOIN OR CONSOLIDATE CLAIMS IN ARBITRATION BY OR AGAINST OTHER CONSUMERS OR ARBITRATE ANY CLAIM AS A REPRESENTATIVE OR MEMBER OF A CLASS.FURTHER, IN ANY SUCH DISPUTE, UNDER NO CIRCUMSTANCES WILL ENTRANTS BE PERMITTED TO OBTAIN AWARDS FOR, AND THEY HEREBY WAIVE ALL RIGHTS TO CLAIM, PUNITIVE, INCIDENTAL OR CONSEQUENTIAL DAMAGES (INCLUDING ATTORNEYS' FEES AND COSTS), OTHER THAN ACTUAL OUT-OF-POCKET EXPENSES (I.E. COSTS ASSOCIATED WITH ENTERING THIS CONTEST) AND FURTHER WAIVE ALL RIGHTS TO HAVE DAMAGES MULTIPLIED OR INCREASED.Each Entrant hereby waives application of California Civil Code Section 1542 which provides as follows:A GENERAL RELEASE DOES NOT EXTEND TO CLAIMS THAT THE CREDITOR OR RELEASING PARTY DOES NOT KNOW OR SUSPECT TO EXIST IN HIS OR HER FAVOR AT THE TIME OF EXECUTING THE RELEASE AND THAT, IF KNOWN BY HIM OR HER, WOULD HAVE MATERIALLY AFFECTED HIS OR HER SETTLEMENT WITH THE DEBTOR OR RELEASED PARTY.Each Entrant expressly waives the provisions of Section 1542 of the California Civil Code as well as any other statutes, rules, laws, ordinances, or common law principles or other authority of similar effect of any jurisdiction, and further waives any right to invoke said provisions now or in the future with regard to the Contest. Entrants and the Winners further acknowledge and agree that this waiver is an essential and material term of these Official Rules and the Contest.WINNERS LIST REQUEST: You may request the name of the winners by sending a self-addressed, stamped envelope within thirty (30) days from the end of the Contest Period to: LIKE.TG “Knowledge 21 Caption This” Contest Winners List Request, Attn: Natalya Copeland, 2225 Lawson Lane, Santa Clara, CA 95054. During the Contest Period, Official Rules requests may be sent to the aforementioned address. Rules requests must include a self-addressed, stamped envelope. Residents of Vermont may omit return postage for rules requests.NO SOCIAL MEDIA ENDORSEMENT: This Contest is not endorsed, sponsored, or administered by any social media platform for which Entrants may interact with in participation of this Contest. LIKE.TG Inc. Knowledge 21 Scavenger Hunt OFFICIAL RULESNO PURCHASE OR PAYMENT OF ANY KIND IS NECESSARY TO ENTER OR WIN. VOID WHERE PROHIBITED BY LAW.ELIGIBILITY: The “Knowledge 21 Scavenger Hunt” Contest (the “Contest”) is open to (i) individuals except those who are legal residents of the Province of Quebec, Italy, Dominican Republic, Egypt, Pakistan, Brazil, Mexico, and the Philippines (“Ineligible Countries”); (ii) individuals who are the age of majority or older in his or her state or country of residence at the time of entry; and (iii) registered to attend Knowledge 2021 Virtual Experience event. Employees, temporary workers, interns, officers, and directors of LIKE.TG, Inc., its affiliated companies, subsidiaries, advertising and promotion agencies, any and all other entities directly associated with this Contest (“Released Parties”), and the immediate family members and members of the same residing in the household of any of the above are not eligible to enter or win. Employees or officials of any government entity are not eligible to enter or win a prize. Failure to meet the eligibility requirements will result in an entry being invalid and forfeiture of any prize. Individuals who are legal residents of one of the Ineligible Countries are not eligible to participate or win a prize.SPONSOR: The Contest is sponsored by LIKE.TG Inc., 2225 Lawson Lane, Santa Clara, CA 95054 (the “Sponsor”).AGREEMENT TO OFFICIAL RULES: By participating, entrants (“Entrants”) agree to abide by and be bound by these Official Rules and the decisions of the Sponsor, which are final and binding in all matters relating to the Contest. Winning a prize (as defined below) is contingent upon fulfilling all requirements set forth herein.CONTEST PERIOD: The Contest begins at 12:00 AM PDT on 05/11/2021 and ends at 5:00 PM PDT on 5/20/2021 (“Contest Period”).HOW TO ENTER: During the Contest Period, for one (1) Contest entry, eligible Entrants must (i) create four (4) separate publicly visible posts of a corresponding to the four (4) requirements stated in the blog post available here: https://www.servicenow.com/blogs/2021/knowledge-2021-social-media-contests.html, (ii) on either Twitter or Instagram using the hashtag #Know21Games. No private or otherwise protected Tweets are allowed. All posts must remain publicly visible to enter to be eligible to win. Incomplete entries will be disqualified and void. All required information must be provided to enter and to be eligible to win.JUDGING: Sponsor will review all entries for compliance with these Official Rules. All eligible submissions will be judged by a panel of judges comprised of employees of Sponsor based on the following judging criteria (“Judging Criteria”): 40% - ORIGINALITY; 40% - RESEMBLANCE TO REQUIREMENTS IN BLOG POST; AND 20% - WOW FACTOR. The judging and final determination of the winners will be in the sole discretion of the judges. The three (3) eligible Entrants with the highest scores will be the potential winners.Limit one (1) entry per person. Sponsor reserves the right to disqualify any person or social media account that submits more than one entry. The Released Parties are not responsible for: lost, late, incomplete, invalid, unintelligible, illegible, misdirected entries. All entries become the exclusive property of Sponsor and will not be acknowledged or returned. By participating, you consent for Sponsor to obtain, use, and transfer your name, address and other information for the purpose of administering this Contest and for other purposes as set forth below.WINNER SELECTION NOTIFICATION: The three (3) potential prize winners with the highest score will be selected in accordance with the Judging Criteria among all eligible entries received by Sponsor, whose decisions are final and binding. In the event if a tie, the tied entrants with the higher score in the “Resemblance To Requirements in Blog Post” Judging Criteria will the potential prize winner. The potential prize winner selection will be on or about 05/21/2021. The Sponsor will select three (3) potential winner(s) (“Prize Winners”). Prize Winners need not be present to win. Prize Winners will be contacted by the Sponsor via direct message on Twitter or Instagram. All Prize Winners may be required to sign an Affidavit of Eligibility, Liability and Publicity Release form, unless prohibited by law, prior to accepting a prize. Failure to comply with any of the requirements set forth in these Official Rules may result in disqualification or forfeiture of the prize.PRIZE & PRIZE CONDITIONS: Three (3) winners will each receive one (1) prize of their choosing from the following prize options: Apple AirPods (ARV $249.00); Orbit Plus Turntable (ARV $289.00); or Work from home essential prize pack consisting of a ring light, desk riser, webcam and microphone (ARV $299.00). The approximate retail value (“ARV”) of each prize is listed above. The maximum ARV of Prizes awarded in this Contest is $897.00. All currency listed in these Official Rules is in USD. Odds of winning depend upon the number of eligible entrants who enter the Contest. Winners are subject to all applicable terms and conditions associated with the prize. Sponsor is not responsible for lost or stolen prize elements. Winners will receive their prizes within ninety (90) days of the winner selection. There is a limit of one (1) prize per entrant.ALL FEDERAL, STATE, AND LOCAL TAXES ARE SOLELY THE RESPONSIBILITY OF THE WINNERS. Winners may be required to complete required tax forms or other documents requested within the time period stipulated by Sponsor. Any difference between the stated estimated value of the prize and its actual value will not be awarded. Winner agrees to accept the prize “as is.”The value of the prizes set forth above represents Sponsor’s good faith determinations of the ARV thereof and such determinations are final and binding and cannot be appealed. If the actual value of any prize turns out to be less than the stated ARV the difference will not be awarded in cash.ALL EXPENSES OR COSTS ASSOCIATED WITH ACCEPTANCE OF A PRIZE NOT MENTIONED HEREIN ARE THE SOLE RESPONSIBILITY OF THE PRIZE WINNERS. No substitution or transfer of prize will be permitted. The Sponsor reserves the right at its sole discretion to substitute the prize with another prize of equal or greater value.If a prize or prize notification is returned as unclaimed or undeliverable to the Prize Winners, if the Prize Winners cannot be reached by the Sponsor within three (3) calendar days from the first notification attempt, if the Prize Winners do not comply with the Sponsor’s prize acceptance instructions within three (3) calendar days from the first notification attempt, or the Prize Winners are not in compliance with these Official Rules, then such person shall be disqualified and, at Sponsor’s sole discretion, alternate Prize Winners may be selected for the prize at issue.Failure by the Sponsor to enforce any provision of these Official Rules shall not constitute a waiver of that provision. In the event of a dispute as to the identity of a Prize Winner based on an email address, the winning entry will be declared by the authorized account holder of the email address submitted at time of entry. "Authorized account holder" is defined as the natural person who is assigned to an email address by an Internet access provider, online service provider or other organization (e.g., business, educational, institution, etc.) that is responsible for assigning email addresses for the domain associated with the submitted email address.RELEASE AND LIMITATIONS OF LIABILITY: By participating in the Contest and/or accepting a prize, Entrants agree to release and hold harmless the Released Parties from and against any claim, action, injury, loss, damage or cause of action arising out of or relating to participation in the Contest, acceptance or receipt of any prize, use or misuse of any prize, or participation in any prize-related activity, including, but not limited to: (a) any technical errors that may prevent an Entrant from submitting an entry; (b) unauthorized human intervention in the Contest; (c) errors in the administration of the Contest or the processing of entries; or (d) injury, death, or damage to persons or property which may be caused, directly or indirectly, in whole or in part, from Entrant’s participation in the Contest or receipt or use of any prize. Released Parties assume no responsibility for any error, omission, interruption, deletion, defect, delay in operation or transmission, theft or destruction or unauthorized access to, or alteration of, entries. Entrant further agrees that in any cause of action, the Released Parties’ liability will be limited to the cost of entering and participating in the Contest, and in no event shall the Released Parties be liable for attorney’s fees. Entrant waives the right to claim any damages whatsoever, including, but not limited to, punitive, consequential, direct, or indirect damages.GENERAL CONDITIONS: If for any reason the operation or administration of this Contest is impaired or incapable of running as planned for any reason, including but not limited to (a) infection by computer virus, bugs, (b) tampering, unauthorized intervention, (c) fraud, (d) technical failures, or (e) any other causes beyond the control of the Sponsor which corrupt or affect the administration, security, fairness, integrity or proper conduct of this Contest, the Sponsor reserves the right at its sole discretion, to disqualify any individual who tampers with the entry process, and to cancel, terminate, modify or suspend the Contest in whole or in part, at any time, without notice and award the Prizes (defined below) using all non-suspect eligible entries received as of, or after (if applicable) this cancellation, termination, modification or suspension date, or in any manner that is fair and equitable and best conforms to the spirit of these Official Rules. Sponsor reserves the right, at its sole discretion, to disqualify any individual deemed to be (a) tampering or attempting to tamper with the entry process or the operation of the Contest website; or (b) acting in violation of these Official Rules or in an unsportsmanlike or disruptive manner.ANY ATTEMPT TO DELIBERATELY DAMAGE ANY WEBSITE OR UNDERMINE THE LEGITIMATE OPERATION OF THE CONTEST IS A VIOLATION OF CRIMINAL AND CIVIL LAWS AND SHOULD SUCH AN ATTEMPT BE MADE, THE SPONSOR RESERVES THE RIGHT TO SEEK DAMAGES OR OTHER REMEDIES FROM ANY SUCH PERSON(S) RESPONSIBLE FOR THE ATTEMPT TO THE FULLEST EXTENT PERMITTED BY LAW.PUBLICITY: By accepting a prize, where permitted by law, the Prize Winners grant to the Released Parties and those acting pursuant to the authority of the Released Parties, the right to print, publish, broadcast and use worldwide IN ALL MEDIA without limitation at any time a Prize Winner’s submission, full name, image, photograph, portrait, voice, likeness, signature and/or biographical information for advertising, trade and promotional purposes without further payment or additional consideration, and without review, approval or notification.USE OF DATA: All information submitted by Entrants will be treated according to Sponsor’s Privacy Statement, available at https://www.servicenow.com/privacy-statement.html. By participating in the Contest and providing any personal contact information, Entrants hereby agree to Sponsor’s collection and usage of their personal information and acknowledge that they have read and accepted Sponsor’s Privacy Statement.DISPUTES: EXCEPT TO THE EXTENT PRE-EMPTED BY FEDERAL OR OTHER APPLICABLE STATE LAW, THE CONTEST SHALL BE GOVERNED BY THE LAWS OF THE STATE OF CALIFORNIA, WITHOUT GIVING EFFECT TO ANY CONFLICT OF LAW PROVISIONS THEREOF. ENTRANTS UNDERSTAND AND AGREE THAT ALL CLAIMS, DISPUTES OR CONTROVERSIES BETWEEN ENTRANT AND THE RELEASED PARTIES SHALL BE RESOLVED BY FINAL AND BINDING ARBITRATION IN THE COUNTY OF SANTA CLARA, STATE OF CALIFORNIA. BY ENTERING, ENTRANTS VOLUNTARILY AND KNOWINGLY WAIVE ANY RIGHT THEY HAVE TO A JURY TRIAL. THIS ARBITRATION CONTRACT IS MADE PURSUANT TO A TRANSACTION IN INTERSTATE COMMERCE AND ITS INTERPRETATION, APPLICATION, ENFORCEMENT AND PROCEEDINGS HEREUNDER SHALL BE GOVERNED BY THE FEDERAL ARBITRATION ACT (“FAA”), AND CONDUCTED BY JUDICIAL ARBITRATION AND MEDIATION SERVICES, INC. (“JAMS”), IN ACCORDANCE WITH THE JAMS COMPREHENSIVE ARBITRATION RULES. THE TRIBUNAL WILL CONSIST OF ONE ARBITRATOR. THE ARBITRATOR SHALL BE BOUND TO APPLY AND ENFORCE THE TERMS OF THE OFFICIAL RULES, AND THE ARBITRATOR’S DECISION WILL BE FINAL, BINDING, AND ENFORCEABLE IN A COURT OF COMPETENT JURISDICTION. NEITHER ENTRANT NOR SPONSOR SHALL BE ENTITLED TO JOIN OR CONSOLIDATE CLAIMS IN ARBITRATION BY OR AGAINST OTHER CONSUMERS OR ARBITRATE ANY CLAIM AS A REPRESENTATIVE OR MEMBER OF A CLASS.FURTHER, IN ANY SUCH DISPUTE, UNDER NO CIRCUMSTANCES WILL ENTRANTS BE PERMITTED TO OBTAIN AWARDS FOR, AND THEY HEREBY WAIVE ALL RIGHTS TO CLAIM, PUNITIVE, INCIDENTAL OR CONSEQUENTIAL DAMAGES (INCLUDING ATTORNEYS' FEES AND COSTS), OTHER THAN ACTUAL OUT-OF-POCKET EXPENSES (I.E. COSTS ASSOCIATED WITH ENTERING THIS CONTEST) AND FURTHER WAIVE ALL RIGHTS TO HAVE DAMAGES MULTIPLIED OR INCREASED.Each Entrant hereby waives application of California Civil Code Section 1542 which provides as follows:A GENERAL RELEASE DOES NOT EXTEND TO CLAIMS THAT THE CREDITOR OR RELEASING PARTY DOES NOT KNOW OR SUSPECT TO EXIST IN HIS OR HER FAVOR AT THE TIME OF EXECUTING THE RELEASE AND THAT, IF KNOWN BY HIM OR HER, WOULD HAVE MATERIALLY AFFECTED HIS OR HER SETTLEMENT WITH THE DEBTOR OR RELEASED PARTY.Each Entrant expressly waives the provisions of Section 1542 of the California Civil Code as well as any other statutes, rules, laws, ordinances, or common law principles or other authority of similar effect of any jurisdiction, and further waives any right to invoke said provisions now or in the future with regard to the Contest. Entrants and the Winners further acknowledge and agree that this waiver is an essential and material term of these Official Rules and the Contest.WINNERS LIST REQUEST: You may request the name of the winners by sending a self-addressed, stamped envelope within thirty (30) days from the end of the Contest Period to: LIKE.TG “Knowledge 21 Scavenger Hunt” Contest Winners List Request, Attn: Natalya Copeland, 2225 Lawson Lane, Santa Clara, CA 95054. During the Contest Period, Official Rules requests may be sent to the aforementioned address. Rules requests must include a self-addressed, stamped envelope. Residents of Vermont may omit return postage for rules requests.NO SOCIAL MEDIA ENDORSEMENT: This Contest is not endorsed, sponsored, or administered by any social media platform for which Entrants may interact with in participation of this Contest.LIKE.TG, the LIKE.TG logo, Now, and other LIKE.TG marks are trademarks and/or registered trademarks of LIKE.TG, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.

Knowledge 2021 has been two fantastic weeks of keynotes, panels, and discussions that brought together experts and thought leaders from every industry across the globe. We’ve experienced engaging digital presentations, been inspired by stories of digital transformation, and learned about the incredible power of workflows.Here are some of the biggest takeaways from the event:The quest for efficiency is on the riseThis year, attendees were hungry to learn about streamlining operations and boosting efficiency. One of the most popular sessions, AI-powered self-service, covered how virtual agents, dynamic catalogs, and seamless integrations can provide fast resolutions.At another top session, Accelerate your Performance Analytics journey, attendees got a chance to see how LIKE.TG Performance Analytics delivers real-time insight into business performance. This helps organizations proactively optimize business services, improve processes, and align with organizational goals.Another session focused on how consolidating technology asset management into a single platform can automate the end-to-end IT lifecycle, resulting in cost savings.Managing IT operations is paramountOverall, sessions that dealt with IT Operations Management (ITOM) were huge hits. A seamless customer experience for IT service providers revealed how Alphaserve Technologies implemented Customer Service Management, IT Service Management, and ITOM to enhance service to its clients.During A fail-safe approach for implementing ITOM Health session, attendees learned the do's and don’ts of ITOM Health implementation, including how to provide a better return on investment for the organization and its customers.Attendees were also excited to learn about What’s new in ITOM and CMDB as part of the Quebec release. A related session showcased the Service Catalog creation UX. In today's post-pandemic world, the Service Catalog is one of the most common ways employees and customers request services from your business.

Every executive follows trends in their industry to keep tabs on competitors. There’s often equal value in applying insights from innovators in other sectors.Knowledge 2021 attendees can do both. Presentations from companies in five major industries—manufacturing, financial services, healthcare, telecom, and government—will show digital transformation trends in each sector. Companies are putting LIKE.TG to work to help them redefine customer and employee experiences, streamline service delivery, and unlock the value of digital workflows.Here’s a quick look at what’s on tap in each sector:ManufacturingAs the challenges of 2020 showed, efficient supply chains can be a critical differentiator in many industries, especially manufacturing. One Knowledge session, Creating supply chain transparency in manufacturing, will show why better transparency can help organizations respond to many supply chain business challenges. It will also demonstrate how a central portal for vendors to submit issues can help businesses track and resolve vendor queries.Partnerships are also vital, especially if your business wants to compete on experience. The Create world-class partnerships session will explain the importance of building relationships with distributors, resellers, and other third parties.In another session, Delivering operational excellence in manufacturing, attendees will find out how to create a seamless experience for resellers, improve service quality, and reduce costs.Financial servicesWhat you do (or don’t do) on the operations level in financial services will influence customer experience. In the financial services keynote address, experts will discuss recent changes in the industry, now that customers have adopted digital services and workforces are accustomed to remote working.In Delivering the digital future of financial services, attendees will see how companies have responded to the pandemic with a stronger focus on improving agility, scalability, and time to innovation.The Transform customer journeys end to end with the Financial Services Operations Platform session will show how the Now Platform helps deliver better experiences, drive productivity, and streamline compliance.HealthcareThe pandemic disrupted every industry, but most acutely healthcare and life sciences. That’s the central focus of the Knowledge 2021 healthcare keynote. That disruption accelerated digital transformation for many organizations—at first, to deal with immediate challenges, and now to leverage that ability to transform care.As industry experts will share in sessions such as Unlocking the power of LIKE.TG for healthcare and life sciences, creating consumer-like experiences can have far-reaching impacts on staff, safety, and patients.In other sessions, attendees can learn how healthcare organizations are automating workflows, investing in self-service tools, and connecting cross-functional health teams and multiple clinical systems through personalized experiences.TelecomIn the telecom keynote, presenters will show how companies are redefining themselves in this ultra-competitive market. Some are embracing the shift by looking at internal challenges such as fragmented customer engagement points and service delivery processes. To delight customers, many are using LIKE.TG to connect service centers and network operations to re-imagine the customer experience.To launch new services that drive revenue, telecom businesses have to scale service and operations to increase efficiency and create next-generation experiences. In Streamlining service delivery at Deutsche Telekom, you’ll hear how the German service provider is streamlining its order management process, bringing solutions to market faster, and boosting productivity.GovernmentEven after investing billions in IT, many government agencies struggle to meet citizen expectations. In How to digitize a federal government agency, you’ll learn how the US General Services Administration (GSA) and others are meeting the challenge.By focusing on governance, common data models, and reusable solutions, GSA’s IT team has rapidly implemented new digital workflows. Today, the organization is on its way to becoming the US government’s first fully digital agency.We can’t wait to see you at Knowledge 2021. Not registered yet? Register today and follow us on Twitter at #Know21.LIKE.TG, the LIKE.TG logo, Now, and other LIKE.TG marks are trademarks and/or registered trademarks of LIKE.TG, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.

Knowledge 2021 brought people together from across the globe to transform the world of work, one workflow at a time. The digital experience featured keynote sessions, panels, discussions, demos, and much more. If you missed any of it, it’s not too late to catch up. Sessions will be available until October 2021, and registration is free.In addition, premium content that previously required an upgrade is now available at no charge. That means you can tune into Think Big sessions and gain knowledge from industry leaders. Here are some sessions you don’t want to miss:Why sustainability is a business imperativeLIKE.TG Chief Financial Officer Gina Mastantuono shares her passion for global impact strategy in this discussion with Stuart McLachlan, chief executive officer at sustainability company Anthesis Group. Learn about the challenges and opportunities in this area and why businesses can’t afford not to step up and act immediately.Fueling enterprise growth in the 5G eraMarket and consumer data provider Statista predicts there will be 3 billion 5G subscriptions by 2025. It’s clear this technology isn’t going away, so how can companies prepare for it? In this session, speakers from Verizon Business Group, Accenture, and Lumen join LIKE.TG experts to help you reimagine connectivity. Discover how embracing 5G can grow your business and deliver return on investment.Future-focused leadershipNew technologies and younger generations are changing the ways we work. How can your business attract and retain top talent amid the shifts? Miriam Hernandez-Kakol, global head of management consulting at KPMG International, engages in a conversation with Rick Wright, senior VP of customer outcomes at LIKE.TG, about inspiring new generations to drive success.Leveraging AI to improve human livesSince the debut of “The Jetsons” in the early 1960s, the idea behind technology has been improving our lives. That same notion applies to artificial intelligence (AI), which is becoming more mainstream. In this session, Sandeep Dadlani, the global chief digital officer of Mars Inc., shares how his company is empowering workers and customers—and their pets—with machine learning technology.Reducing cybersecurity risksAccording to British telecom company Vodafone, the key to minimizing cybersecurity vulnerabilities is connecting top-down to bottom-up risk management rather than focusing solely on a top-down approach. Head of Vodafone Business Security Group Jonathan Hughes shares about the company’s two-year journey to embrace this concept and its positive results.Innovating your tomorrowIt’s always a treat when you can listen in on two innovation officers discussing the possibilities of the future. And that’s exactly what you get in this session. Chris Pope, LIKE.TG VP of innovation, and Dave Wright, our chief innovation officer, chat about the trends affecting business today and into the future, including hyperautomation, AI, digital transformation, and more.Leveraging low code to return purpose to workFor Wisconsin-based UW Health, the seemingly impossible became reality with the help of only five low-code developers, who built more than 20 apps with LIKE.TG App Engine using little to no code. Find out how they did it in this informative session. You just might leave inspired to attack the impossible in your organization.And a whole lot moreWith hundreds of sessions included in the Knowledge 2021 Digital Experience, this is only a small sampling of the content you can watch and learn from. Explore all of the session options in the Library. To see the premium content available, be sure to toggle on the Knowledge Connect filter.Not sure where to start? Check out our Knowledge 2021 biggest takeaways.LIKE.TG, the LIKE.TG logo, Now, and other LIKE.TG marks are trademarks and/or registered trademarks of LIKE.TG, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.

Knowledge 2021 is coming! At our annual user conference, you’ll learn how LIKE.TG customers and partners around the world are leveraging the Now Platform to grow their businesses and reshape their industries.This year, we’re excited to bring our digital experience right to you and help you transform work, one digital workflow at a time.[Registration is open. Attend Knowledge 2021.]What you can expectOur Knowledge 2021 lineup includes: Opening keynote by CEO Bill McDermott and other LIKE.TG leaders Content library with 200+ on-demand sessions—the latest on Now Platform functionality and use cases from customers, partners, and LIKE.TG experts Best practices from our user community Keynotes for every Knowledge channel, organized by industry and topic area On-demand labs that walk you through real-life workflow scenarios Live experiences with labs, meetups, our Genius Lounge, and more Think Big sessions designed to help you think outside the box CreatorCon, where developers of all skill levels come together to build innovative apps on the Now Platform

Knowledge 2021 kicked off May 11 with exciting keynotes, panels, and discussions that brought together experts from every industry and from around the globe.LIKE.TG CEO Bill McDermott jump-started the event with “Workflow your world,” a keynote exploring why workflows are critical doorways to long-term business success. This main keynote set the stage for two weeks of discussions around the power of workflows to transform the way we do business, innovate, and communicate.The most popular sessions the first week were What’s new in IT Service Management in the Quebec release and What’s new in IT Asset Management, which also covers coming trends.In addition, we announced some innovations: Employee Journey Management Digital transformation in Customer Service Management Updates to Vaccine Administration Management Smart manufacturing solutions