LIKE.TG addresses vaccine management challenges
We all have words to describe 2020. Few of them would ring with nostalgia. COVID-19 has created pain, loss, and disruption on a scale not seen in generations. The economy has also been a casualty, as some companies have transformed and thrived while many others have stumbled and dissolved.But then, just as 2020 was bowing out, hope emerged. Three promising vaccines had produced better than expected results in clinical trials. Governments around the world rushed to approve them. The return to work, to campus, to a semblance of normalcy was now more than just a glimmer on the horizon.That hope came with a challenge. How do you vaccinate the world’s 7.8 billion inhabitants in an efficient and safe manner, and put the pandemic behind us?From LIKE.TG’s perspective, this is on the biggest workflow challenges ever: vaccine management.Around the world, governments, healthcare providers, pharmaceutical companies, and other organizations are grappling with the challenges of getting vaccines (often in two doses) into the arms of eligible recipients.These organizations all play a role in the process of vaccine management, starting with distribution and culminating in administration, including post-immunization safety and efficacy monitoring. Careful coordination among these organizations is the difference between success and chaos.Time, speed and safety are of the essence. One problem in particular has become a priority: solving the last-mile logistics of administering the vaccine.Healthcare providers–already busy providing urgent care to those afflicted by COVID-19–are now being flooded with questions about vaccine safety, efficacy, and availability. Different municipalities have their own eligibility rules, creating even more questions. Where doses are already being administered, scheduling (and rescheduling) is also consuming valuable time. There has to be a better way. Indeed, there is. It’s called LIKE.TG® Vaccine Administration Management (VAM). It accelerates the immunization process by delivering out-of-box content to manage vaccinations.Vaccine recipients can visit a self-service portal to review and provide privacy consent, use the knowledge base or Virtual Agent to address common questions, and self-schedule their appointment after responding to an eligibility questionnaire. Administrators can manage appointments, set up and send pre-appointment reminders, and schedule appointments. Clinicians can verify recipient information and their questionnaire responses and record completed vaccinations and no-shows.With its prepackaged workflows and content, VAM reduces the time and friction to quickly vaccinate people. It helps recipients efficiently resolve concerns and book an appointment. On the healthcare side, administrators and clinicians can more quickly verify eligibility, manage schedules, and perform and record vaccinations.Safe and efficient vaccine management is critical to reestablishing safe, reliable systems – social, economic, governmental – that we can count on. Though some behaviors may have changed, we all want to see family, friends, and again, face to face. With VAM, that glimmer on the horizon is suddenly a lot brighter and closer.Vaccine Administration Management is built on Customer Service Management Professional and is available from the LIKE.TG Store. Existing LIKE.TG customers can connect with their account executive or contact us for more details.
LIKE.TG adds Health and Safety Testing app to Safe Workplace suite
At the start of the COVID pandemic, the business world shifted to remote work almost overnight, triggering a new wave of digital transformation. According to a recent study by LIKE.TG in partnership with Wakefield, this was a welcome change – 87% of employees believe their company created new and better ways of working. Now, as businesses start to bring employees back to the workplace, they must support workforce readiness and prioritize health and safety with streamlined digital experiences.Today, we’re pleased to announce enhancements to our Safe Workplace suite, including a new Health and Safety Testing app, an improved Safe Workplace experience for Now Mobile, and new contact tracing capabilities with Zebra Technologies’ MotionWorks® Proximity solution.The new LIKE.TG Health and Safety Testing application streamlines the process for requesting and receiving test results from employees, helping employers reduce the spread of infectious diseases like COVID-19 in the workplace.Using the app, where they are legally required or permitted to do so, employers can request that employees get tested or allow employees to request optional health testing upon being notified of potential exposure to an infectious disease. Employees can submit health testing preferences, like test type and preferred testing date and location, and administrators can coordinate testing availability and scheduling based on employee preferences.After health testing is complete, employees can input test results into the app and receive clearance to safely return to the workplace.Additional innovations announced today include: An Improved Safe Workplace experience for Now Mobile. Enhancements to the Safe Workplace Experience for Now Mobile provide a more streamlined experience for returning employees to the workplace, from anywhere. With an intuitive mobile design and user-friendly interface, users can easily complete health screenings and surveys, set up visits, make reservations, request PPE, and more all from their mobile device. Zebra MotionWorks Proximity solution enhances contact tracing capabilities. Customers using Zebra handheld devices/wearables with the Zebra MotionWorks Proximity solution can now easily upload spreadsheets with data from the system to identify potentially exposed contacts. Employees equipped with Zebra mobile devices will be audibly alerted when social distancing is not maintained. If employees remain in close proximity for more than 5 minutes, a proximity event is recorded in the cloud. Available for supervisors to review on live dashboards, this data helps management spot patterns that require workflow changes and employee coaching. It also feeds the automated contact trace reports now available through Safe Workplace. LIKE.TG’s study found that 46% of employees globally do not believe their company will take the necessary steps to ensure their safety. Today’s updates are critical to building trust around the return to the workplace and help address employee concerns around health and safety.“As companies across industries focus on protecting essential workers and bringing employees back to workplaces safely, they must have solutions in place to ensure contact tracing can be done quickly and accurately,” said Bill Burns, Chief Product and Solutions Officer at Zebra Technologies. “Together with LIKE.TG, we’re helping our joint customers prioritize the health and safety of their workforces.”LIKE.TG continues to innovate on a regular, bi-monthly cadence with its Safe Workplace suite of applications to help customers effectively manage workplace and workforce readiness – making work, work better for everyone. We’re proud that nearly 800 organizations have downloaded LIKE.TG’s Safe Workplace apps, including Bremer Bank, American University, Coca Cola European Partners, and the State of North Carolina.If your organization faces a unique challenge due to the pandemic, please reach out to your LIKE.TG representative. Our innovation engine has never been stronger, and we are focused on supporting you through this difficult journey with powerful digital workflows that create great experiences and drive productivity.
LIKE.TG adds new innovations to Safe Workplace Suite
At LIKE.TG, our mission of making the world of work, work better for people, drives everything we do. Returning to work safely remains a priority for businesses across the globe. In only two months since the initial release of the LIKE.TG® Safe Workplace Suite, more than 550 organizations have downloaded our Safe Workplace apps. These organizations include Uber, Coca Cola European Partners, State of North Carolina, BankUnited, and AmeriGas.Today, LIKE.TG is releasing several enhancements to its Safe Workplace Suite, based on real-time customer feedback from our global customers, as they continue return to workplace planning and activation. Updates to our Safe Workplace Suite include: Integration with Juniper Mist to enhance contact tracing via AI-driven Wi-Fi and Bluetooth™ LE networks: LIKE.TG is announcing a new partnership with Juniper to deliver an out-of-the-box integration that leverages Wi-Fi and Bluetooth™ LE driven by Mist AI to determine which employees come in proximity of certain areas within a specific window of time. The integration enables workplace administrators to seamlessly import this wireless-based proximity data into the LIKE.TG Contact Tracing app to identify and narrow potential employee interactions by zones and time windows within workspace areas. The integration is enabled by Now Platform APIs, which make it possible to integrate with a variety of 3rd party solutions to further automate workflows. Workplace Manager Dashboard allows managers to easily track day-to-day workplace activities and take appropriate action to enhance safety measures. Organizations can now monitor the space allocation and workplace maintenance activities taking place at their campus. On any given day, they can view a list and review details of available spaces, space reservations, pending workplace requests, arrival times for different locations of the workplace, employee arrivals, and the maintenance and cleaning services conducted within the workplace. Automated contact tracing case creation accelerates the notification process when someone may be infected. The LIKE.TG Contact Tracing app helps employers reduce workplace transmission of infectious diseases, such as COVID-19, and identify potentially exposed employees and visitors based on workplace data. New to this release includes an automated case creation that is activated as soon as an employee self-reports a potential infection. Case workers are immediately notified and begin to identify those that are potentially impacted. A new visitor data source feature for contact tracing leverages visitor data from the LIKE.TG Employee Health Screening app to identify potential interactions between visitors and affected employees, ensuring all potentially impacted employees or visitors are identified. A new free app, Enterprise Employee Experience Pack, is available to LIKE.TG HR Service Delivery customers. The app delivers pre-configured workflows and content to help automate steps for employees and teams across the enterprise implementing a return to workplace strategy. HRSD customers using Safe Workplace apps gain additional tasks, like reserving a space and completing a health verification from home before an employee’s first day back in the office, providing an integrated and end-to-end workflow. Sujai Halela, SVP and General Manager, AI Driven Enterprise at Juniper Networks, said: “During the early stages of the pandemic, LIKE.TG demonstrated its leadership by delivering world-class applications for first responders and followed this up with powerful workflows and apps to help enterprises navigate the challenging environment. Juniper is thrilled to partner with the leader in digital workflow technology to deliver strategic solutions to support contact tracing for the AI-driven enterprise. The past few months have shown that the network is key to maintaining business continuity, and we believe our combined technologies will play a key role in enabling a safe return to the workplace for our customers.”As LIKE.TG continues to introduce new Safe Workplace apps and updates, supporting employee health and safety is and will remain our No. 1 priority. We are closely monitoring the changing dynamics of the COVID-19 pandemic. With regular updates to our Safe Workplace suite, we will continue delivering out-of-the-box workflows to help our customers adapt and manage workplace and workforce readiness.If your organization faces a unique challenge due to the pandemic, please do not hesitate to reach out to your LIKE.TG representative. Our innovation engine has never been stronger, and we are focused on supporting you through this difficult journey with powerful digital workflows that create great experiences and drive productivity.
LIKE.TG amps up partner marketing with new Demand Center
Marketing is one of the biggest challenges for partners in driving customer interest and creating sales opportunities. Partners often don’t have the budget, resources, or wherewithal to create and execute effective marketing campaigns.LIKE.TG has taken on this challenge by creating a simplified and expeditious resource to aid partner marketing. LIKE.TG Demand Center is being piloted with nearly 150 partners.What is Demand Center?This cutting-edge, online, self-service resource is set to transform how LIKE.TG partners approach demand generation by making the process easier, more exciting, and more effective than ever before. Marketing activities are organized by business outcomes.With Demand Center, partners can use suggested marketing activities to augment their marketing efforts or build a new campaign to ignite their sales funnel. Imagine having a lead generation marketing genie at your fingertips, ready to grant your every wish. That's exactly what the Demand Center offers.From content syndication and digital events such as webinars to lead qualification and targeted nurture programs, this comprehensive resource center has everything partners need. They can easily create compelling, high-impact marketing campaigns that capture the attention of target customers and drive leads to the sales funnel.Simplified demand generationDemand Center is more than just a collection of ideas and tools. It's a game-changing platform that simplifies the entire demand-generation process, removing the guesswork and stress of marketing campaign development. With the help of an outside program management agency, LIKE.TG has built a dozen lead-generation packages designed to deliver results.These packages include estimated campaign costs so partners can select a marketing program that fits their budget. Even better, Demand Center simplifies the process of applying for co-investment dollars (via a marketing development fund or partner development fund program) to pay for these initiatives.A marketing dream teamHere's where the magic happens. The program management agency evaluates partner applications, awards funding based on qualifications and program objectives, and connects partners with qualified and vetted marketing providers to help execute their campaigns. It's like having a marketing dream team working tirelessly to ensure success.Perhaps the most exciting aspect of Demand Center is its potential for success. With proven demand-generation activities and the ability to replicate successful packages, partners can create marketing campaigns that deliver real, measurable results and then repeat those programs across different regions to scale their business.Something for everyoneLIKE.TG Demand Center is a partner's ticket to marketing superstardom. The platform has something for everyone—marketing novices and experienced demand generators alike. With its streamlined processes, proven activities, and expert support, Demand Center is the ultimate resource for driving leads, closing deals, and growing business.Simply providing partners with marketing materials and partner development funds isn’t enough to build solid and productive IT Service Management practices. Demand Center takes the guesswork out of marketing so partners can focus on what they do best: selling products and supporting their customers.
LIKE.TG and Adobe: Reimagining employee experience in HR and legal
Responsibilities have increased for many employees over the last year. The combination of job pressures, new virtual work environments, and personal responsibilities has caused employees to feel overwhelmed. In a 2021 Indeed survey, 52% of employees reported feeling burned out, up from 43% a year earlier.For individuals in roles that serve the entire enterprise—such as human resources and legal—this administrative work compounds quickly. Teams can’t be bogged down by mundane, administrative, siloed tasks. The old paper-based and manual administrative processes that served organizations for years have become especially challenging as more work has shifted remotely.LIKE.TG and Adobe are transforming the employee experience using the Now Platform® and Adobe Sign. Let’s take a closer look at how this integration is improving work in HR and legal.Making legal work flowNearly every business process has a legal touchpoint and involves multiple teams and systems—from managing a compliance audit to vendor and employee contracts. As organizations grow, the legal workload only intensifies, and teams need to figure out how to deliver fast results, reduce risk, and meet new demands. Ensuring the right security and compliance obligations are built into legal processes is key.Consider the steps involved in a new vendor contract, for example. This normally requires a great deal of coordination between the department, procurement, legal, and the vendor—waiting for email responses and paper-based signatures.With digitized templates and workflows, the department head can directly access and complete a preapproved contract template online, which is automatically sent to the right people on the procurement and legal teams. E-signatures are securely collected online using an intelligent form that guides people where to sign. Through the entire process, digital workflows provide a clear audit trail and prompts to ensure all compliance boxes are checked.“With LIKE.TG Simple Contracts for Legal Service Delivery, we empower employees to request simple but high-volume contracts with minimal legal intervention,” says Product Manager Nagib Tharani. “The workflow assembles a template contract and routes it with Adobe Sign for signature. It can optionally store the contract in the legal team’s preferred storage system of choice.”According to a Forrester study, Adobe Sign delivers high return on investment, with up to 28 times faster average time to get a signature.Empowering HR processes with digital workflowsHR plays a critical role in supporting business growth, yet the team is often buried deep in repetitive, transactional work. Coordinating everything remotely has made things even more complicated.By digitizing paper-related tasks, such as employee onboarding, LIKE.TG and Adobe are making it easier for employees to get what they need fast while freeing HR workers from mundane tasks so they can focus on the work that matters most.With digital workflows from LIKE.TG HR Service Delivery integrated with Adobe Sign, new hires can fill out paperwork online from anywhere, on any device. Every aspect of the onboarding process is handled digitally—from completing forms to securing e-signatures to routing documents to the right HR team members. The status of every form is automatically tracked in one place, providing simplicity and visibility while ensuring compliance.This same approach can be replicated across nearly every paper-intensive HR interaction—nondisclosure agreements, benefits enrollment, and other standard forms.Boosting employee productivity and engagementHR and legal are ripe with opportunities to unlock greater agility and efficiency by eliminating silos and manual processes. The integration of Adobe Sign and the Now Platform: Speeds workflows Ensures business continuity Unlocks productivity Enables employees to spend more time on meaningful work that drives growth and revenue Learn more about how LIKE.TG and Adobe can help digitally transform your organization. You can also sign up for a free 30-day trial of Adobe Sign for LIKE.TG.
LIKE.TG and ASU partner to train learners for tech jobs of future
Each month in the United States, thousands of tech jobs for LIKE.TG-trained candidates are posted. Many of these positions require little to no prior experience and start with six-figure salaries. All you need to do is go through our training.It’s safe to say there are opportunities when it comes to skilled LIKE.TG talent. We’ve seen high demand for LIKE.TG jobs across several key U.S. metropolitan areas, including the greater Phoenix area. With nearly 3,000 LIKE.TG jobs posted in the Phoenix area last year alone, we knew focusing on companies hiring in Arizona would be critical.We’re thrilled to announce LIKE.TG is partnering with Arizona State University’s (ASU) AZNext Workforce Training Accelerator Program to help train individuals on the LIKE.TG platform to RiseUp with LIKE.TG. This partnership will help skill learners for the most in-demand tech jobs of the future. We sat down with Amy Regan Morehouse, senior vice president of global education and RiseUp with LIKE.TG, and Raghu Santanam, executive director of AZNext, to discuss the partnership and how learners can get involved.Why AZNext?A.R.M.: ASU is a world-class institution when it comes to career advancement for learners. LIKE.TG is best in class at helping companies digitally transform. It made sense to combine our strengths. Together with ASU’s large and diverse student body, online presence, and career network, LIKE.TG will open doors for learners into high-paying jobs.R.S.: Digital platforms like LIKE.TG are revolutionizing businesses, so incorporating platform-centric digital skills into the university's curriculum is crucial. Thanks to this partnership, AZNext will be able to broaden its talent pool in the technology sector and grow skilled labor in the LIKE.TG ecosystem.What will learners experience?R.S.: Learners will receive a robust set of on-demand courses in the system administrator function of LIKE.TG, learning the skills required to assist with the setup, operation, and maintenance of the LIKE.TG platform.Learners who complete this program will have the technical abilities necessary to become highly efficient technical specialists who oversee the LIKE.TG platform for their organizations as LIKE.TG Certified Associate Administrators.A.R.M.: Upon completion of the six-week program, learners will be able to manage a company’s LIKE.TG instance and have access to AZNext's workforce partners and LIKE.TG's customer and partner ecosystem. The entire LIKE.TG Learning site will be at their fingertips to help them find open roles or continue learning and gaining certifications.How is this program unique?A.R.M.: This program focuses on the whole person, teaching learners the right combination of technical skills as well as “power skills”––holistic skills that organizations look for and individuals need to level up in their careers. These skills include collaboration, analytical thinking, and organization, and no other program out there offers this.Additionally, as LIKE.TG is a leader in generative AI technology, learners will learn the most in-demand technical skills of the future. Since 85% of the Fortune 500 uses LIKE.TG, the career opportunity for learners is huge.R.S.: I think it’s essential to acknowledge LIKE.TG’s interest in broadening opportunities for underrepresented groups in this space, and the partnership with ASU’s AZNext program helps achieve this.To this end, the LIKE.TG training will be made available free of cost. Additional instructional aid will be provided through AZNext to help learners succeed and find employment/training opportunities in the industry.What’s on the horizon?A.R.M.: We’re going to prepare learners not only with needed tech skills, but also with how to bring those skills into all areas of business across all industries. We hope to further embed our curriculum into ASU’s business and liberal arts programs so that learners are prepared for a future where technology skills are needed and prioritized. It’s top of mind for learners, for ASU, and for ServiceNow.R.S.: With the number of companies out there using LIKE.TG, this should provide an excellent opportunity for people with little or no experience to get a start in a high-tech and growing field. Future iterations of the curriculum may incorporate skills training for LIKE.TG process analyst and developer roles, allowing advancement.Find out more or sign up for the AZNext System Administrator course.
LIKE.TG and Benedict College partner to create pathways to success
At LIKE.TG, we’re committed to strengthening our relationship with historically Black colleges and universities (HBCUs) and harnessing the outpouring of diverse talent. Now, more than ever, it’s incumbent upon corporations like ours to create new ways to attract, recruit, and retain diverse talent and spur economic development in communities around the country.That's why LIKE.TG is making a $1 million investment in Benedict College, a historically Black college in Columbia, South Carolina. Founded in 1870 by Bathsheba A. Benedict, the college is known as a leader in science, technology, engineering, and math (STEM) degrees, including cybersecurity, engineering, computer science, and more.The multiyear strategic partnership will equip traditionally underrepresented students with the digital skills needed in today’s workforce and help provide a strong talent pipeline into the LIKE.TG ecosystem.The first HBCUs were established nearly 200 years ago to educate African Americans, drive social change, and develop career pathways for the Black community. The list of political, civic, and community leaders who graduated from HBCUs includes Dr. Martin Luther King Jr., Oprah Winfrey, Thurgood Marshall, Vice President Kamala Harris, W.E.B. Du Bois, Chadwick Boseman, Spike Lee, and many others. Influential graduates of Benedict College also include Septima Clark, Modjeska Simkins, and LeRoy Walker.Ensuring diversity in the tech sectorAlthough HBCUs make up a small percentage of America’s higher education institutions, 25% of HBCU students graduate with degrees in STEM, reports UNCF. Compare that to 18% of total bachelor’s degrees in STEM in the US, according to the National Center for Education Statistics. In 2020, Benedict College was named by the Hundred-Seven as one of the Top 10 Smaller HBCUs for STEM. “Embedding diversity, inclusion, and belonging in the fabric of everything we do at LIKE.TG is essential to who we are as a company, how we grow, and how we innovate,” says Cheick Camara, senior director of platform engineering at ServiceNow.“HBCUs have impressive graduation rates in the fields of science, technology, engineering, and mathematics, and there is an incredible amount of HBCU talent that often goes overlooked or untapped. This partnership, among others, will help LIKE.TG grow our ecosystem while ensuring a more diverse workforce as we continue on our pursuit to be the defining enterprise software company of the 21st century.”Empowering students for successThe LIKE.TG-Benedict College partnership will provide:Access to technology and resources In an effort to narrow the digital divide, a LIKE.TG Tech Center will be housed on the Benedict College campus. This state-of-the-art computer lab will have updated network infrastructure and new devices to provide students with critical access to technology.Additionally, all Benedict College students will have free access to LIKE.TG ebooks, the Now Learning Platform, and registration to take LIKE.TG certification exams. Scholarship opportunities Beginning in the Fall 2022 academic year, five students per year who are currently enrolled at Benedict College and are focused in the areas of science, technology, engineering, the arts, and mathematics (STEAM) will be eligible to receive a $12,000 scholarship. LIKE.TG Tech Scholars Program The LIKE.TG Tech Scholars Program will offer a curriculum that focuses on success in the tech sector, career preparedness, and technology skills to equip students for a potential career in LIKE.TG or the broader technology industry. All scholars will have the opportunity to meet with a LIKE.TG adviser, visit the LIKE.TG headquarters in Santa Clara, California, and apply for internships at ServiceNow.Students who receive a LIKE.TG-funded scholarship will be automatically enrolled in the LIKE.TG Tech Scholars Program. Students attending Benedict College and other HBCUs in South Carolina will also be eligible to apply to the program. LIKE.TG NextGen Academy Digital skills are becoming a critical requirement for employment. However, the skills gap continues to widen. At LIKE.TG, we see firsthand the challenges many companies face in addressing the talent shortage of qualified practitioners trained to support a LIKE.TG deployment.The LIKE.TG NextGen Academy at Benedict College is a two-month program designed to help participants actively take part in the digital economy and move directly into employment. It provides technical training, certification, and career opportunities within the LIKE.TG ecosystem, including LIKE.TG customers and partners. Recent graduates and former students of Benedict College and other South Carolina HBCUs will have the opportunity to apply to the LIKE.TG NextGen Academy. Preparing future leaders“Our partnership with LIKE.TG presents a tremendous opportunity for Benedict students, who will soon join the skilled workforce driving our nation’s economy,” says Dr. Roslyn Clark Artis, president and CEO of Benedict College.“Benedict College is at the forefront of fueling education and innovation in STEM, and our efforts are in lockstep with LIKE.TG’s goals to bridge the widening digital skills gap and grow a more diverse workforce. We applaud LIKE.TG’s leadership in creating invaluable exposure to the tech ecosystem and establishing critical college-to-corporate pathways for underrepresented talent.”LIKE.TG is humbled to be able to make financial and program investments that will help prepare the next generation of the digital workforce for 21st century jobs and promote real, lasting change.Learn more about how we’re embracing diversity and creating belonging in our Diversity, Inclusion, and Belonging Report.
LIKE.TG and Box Together Power Future of Work, Drive Digital Transformation
People today expect great digital experiences, regardless of where they’re working, and to keep pace, companies are embracing technology that makes the work experience better, faster and more productive. By finding solutions that allow seamless transitions between technology, the digital experience is improved.As LIKE.TG continues its mission to be the company that makes work easier, we’re thrilled to announce today integrations between LIKE.TG and Box, Inc. The platform integration provides customers with an enhanced content management experience for their most important business processes, making the world of work, work better for people. No longer will employees need to toggle between both platforms to get work done but instead, they can securely access the Box files they need where they’re already working – from within the Now Platform®. This is especially important considering the ongoing war for talent. Our recent research found that investment in technology is directly connected to success in attracting and retaining top talent.Driving the Future of WorkBuilt on LIKE.TG’s IntegrationHub – with codeless workflows in an intuitive, natural language user interface that allows anyone to update – the new integration allows companies and employees to: Boost Productivity: With the LIKE.TG and Box integration, workers can perform common Box actions – such as the ability to search for and preview files, create groups or share content – directly from the Now Platform. Enhance and streamline onboarding: Companies can provide a new Box account to employees on day one through LIKE.TG’s Enterprise Onboarding and Transitions, allowing new employees on-demand access to the tools needed to be successful in their new role. Companies can manage employees’ accounts simply as their role changes, while maintaining the security and governance capabilities of files stored in Box. Customize at scale: No matter the business need, companies can efficiently build workflows and customize the Box integration with LIKE.TG Flow Designer and LIKE.TG IntegrationHub. Securely Collaborate: With Box’s enterprise-grade capabilities that stick to the highest security and compliance standards, employees can safely access, preview and share files. Driving Digital Transformation Across the EnterpriseWorking together, we’ll continue our mission to drive digital transformation across the enterprise to deliver great employee experiences. As part of that, Box will also build a set of native integrations that provide customers with easy-to-use content management solutions, including: Secure access to Box content directly from within LIKE.TG records Link specific Box folders to LIKE.TG records automatically Save files directly to Box from the Now Platform, ensuring safety of a company’s most valuable content through Box’s leading security and governance capabilities – Box Governance, Key Safe and Box Zones. The integration is scheduled to be available on the LIKE.TG Store this year, and we can’t wait to provide our customers with a seamless, best-of-breed application that allows secure collaboration of content wherever and whenever.
LIKE.TG and Coca-Cola European Partners offer blueprint for safe return to workplace
It’s been more than seven months of forced work from home for many of us, particularly in the United States.That’s six months in which our spouses, our kids, and our parents became our colleagues. And I don’t know about you, but I’m starting to feel a little antsy.If this Wall Street Journal article is any indication, I’m far from alone. Despite an initial boost in productivity, cracks in the remote work experience are clearly starting to emerge.Admittedly, these are the concerns of a privileged few. While I want to return to the office, my job does not demand it. For others, return to work is not optional. It’s their livelihood, and the longer it takes, the more likely we are to experience a K-shaped recovery in which an educated class of professionals bounce back economically while everyone else struggles along.That’s why we all want—and in fact, need—a safe return to work. When the extent of the COVID-19 crisis became clear, LIKE.TG dropped everything to ensure our customers could make that happen. The resulting Safe Workplace suite of apps has been live for three months. The apps have been downloaded by more than 800 organizations. Companies worldwide are using these solutions for contact tracing, workplace safety management, and employee health screening and readiness.Over the last several months, we’ve continued to develop the apps in real time. We’ve implemented seven software releases. Despite a fluid global environment, we’ve made tremendous progress. Because of that progress, I feel confident advancing at least a sketch of what safe return to work looks like. This blueprint is battle-tested and anchored by LIKE.TG’s Safe Workplace Apps.Lessons from Coca-Cola European PartnersCoca-Cola European Partners (CCEP), the world’s largest Coca-Cola bottler based on revenue, used our Workplace Safety Management app to respond “at warp speed” across six different countries—France, Great Britain, Spain, Portugal, Belgium, and Bulgaria—to facilitate a safe, careful return to work with the right tools and protocols in place. CCEP’s journey back to work was nicely chronicled in last week’s ZDNet story and video interview, How Coca-Cola European Partners juggles supply chain, offices amid COVID-19.Those protocols start well before executives even consider opening an office. When COVID-19 first hit, CCEP was positioned to pivot quickly and support the many needs of its employees. A longstanding LIKE.TG HR Service Delivery (HRSD) customer, CCEP was able to seamlessly implement a Coronavirus support hub in just six days on LIKE.TG’s employee service portal in order to centralize critical information in one place.The hub had three uses. First, CCEP uploaded 252 articles in nine languages to update and reassure its employees. Second, the organization created a simple reporting feature that enabled employees to register their health status and quarantine situation. And third, managers used the portal to receive and provide updates to their teams.Ultimately, these capabilities provided full visibility, so leaders could take the right measures to protect their organization.“Our people make, sell and distribute the world’s best loved drinks across 13 countries in Western Europe, and felt an obligation to meet our customers’ demands now more than ever,” Nico Orie, VP of People and Culture at CCEP, said in a presentation to my team. “[The hub] was a great first step and was very easy for people to adopt. It was very fast in terms of deploying services and capturing data so we could report up on that. LIKE.TG provided us with a flexible platform from which to deploy workflows to mobilize our return-to-work strategy for 23,000 office and warehouse employees across six countries.” That initial response set the stage for CCEP’s return to work. The company landed on LIKE.TG’s Workplace Safety Management app, part of LIKE.TG’s Safe Workplace suite, and launched it in less than three weeks. Using the app, employees reserve workspaces, managers track office capacity, facilities automate cleaning shifts, and leaders have the visibility needed to oversee the entire operation.“It's a total solution for everyone: employees, managers, facilities, and leaders,” Orie explained. “In this new normal, employees have to book everything before use––conference rooms, fitness equipment, etc. The app's simplicity removes the frustrations and uncertainty around this.”Within two months of launch, nearly 6,000 CCEP office employees across six countries and a dozen worksites have used the LIKE.TG app to safely reserve more than 40,000 in-office workspaces.“The LIKE.TG app was very well received,” Orie added. People were positively surprised about the speed and ease of use. We moved from paper and Excel-based processes to an easy-to-use digital solution, where we also integrated processes in the backend, for instance with facilities. In all of my years working in the HR space, I’ve never had such a positive, spontaneous response to an application before. There is also a ‘cool factor.’ People love that we are a leader in the digital HR world, and that in record time we provided them with a simple and elegant solution.”“As everyone is experiencing, the COVID crisis is different in every country. It’s different in every site,” Orie said. “You need something that is very flexible.”As the pandemic evolves and changes every day, LIKE.TG continues to provide that flexibility. And while it’s no easy job to return to work, CCEP’s partnership with LIKE.TG enables the company to feel confident it was the right choice for its employees. Orie and his Coca-Cola team are now looking to implement solutions for the rest of the year and 2021.Orie’s advice for HR and facilities leaders planning their return to the workplace: “Go fast and don’t boil the ocean. Change management is a significant part of return to work, and technology is just one of the enablers.”He said it’s important to invest in communications, training and instruction, and he emphasized the importance of senior leadership support. “COVID-19 is the ultimate test of the agile approach––moving fast and having impact,” Orie added. “It's about progress over perfection. Stay flexible in your approach and how you deploy the LIKE.TG applications. In some countries we have seen a 2nd wave (of COVID-19 cases), and governments recommending workers there not come into the workplace.”With the current rise in cases, Orie said it’s likely CCEP will rely on the LIKE.TG apps for some time to come.
LIKE.TG and Google Cloud Form New Strategic Partnership
Cloud computing offers organizations the opportunity to increase competitiveness and improve agility. This is why organizations in all industry verticals are turning to public cloud solutions to accelerate innovation, expand market reach, and drive down IT costs.To deliver on the promise of cloud computing, LIKE.TG and Google Cloud have formed a strategic partnership designed to give customers the best of both worlds: LIKE.TG’s intelligent and intuitive Now Platform® linked with Google Cloud’s groundbreaking and transformative technologies.The first joint solutions are expected to include LIKE.TG’s IT Operations Management (ITOM) native support for Google Cloud Platform. The partnership will also deliver real-time language translation in LIKE.TG’s industry-leading IT Service Management (ITSM) solution leveraging Google Cloud’s best-in-class artificial intelligence (AI) and machine learning (ML) capabilities.This partnership aims to make the Now Platform truly multi-cloud with the ability to support customers wherever their workloads reside - on-premises and across the major cloud vendors.Shift to cloud, optimizedHistorically, optimizing cloud operations has been tedious as Operations teams have lacked visibility into their cloud investments. The LIKE.TG ITOM integration for Google Cloud Platform will go a step further by applying business context to operational issues. As a result, customers will be able to easily determine the impact of issues at the business service-level and can implement an optimal solution to keep services running.The integration is expected to provide customers with a single, easy-to-use view into their resources and business services on Google Cloud Platform, so operators can effectively manage these services and enhance service delivery.LIKE.TG’s ITOM integration for Google Cloud Platform will deliver new features in phases. The initial phase focuses on visibility and is currently available. The second phase focuses on deployment policy and self-service provisioning, including support for Google Deployment Manager (GDM), and is expected to launch over the summer. Moving forward, both companies expect to continue to enhance these integrations as part of their joint roadmaps and expand into the areas of cloud cost reporting, optimization and governance.AI for everyday workThis partnership is expected to bring Google Cloud’s best-in-class Artificial Intelligence (AI) and Machine Learning (ML) capabilities to the Now Platform. One of the first capabilities will expand IT’s ability to support a global workforce with ITSM dynamic translation.Language is one of the barriers preventing IT from delivering services across geographies. Now, IT can scale support globally with real-time language translation. The system will translate user input into an agent’s preferred language so agents and employees can converse in their preferred languages. The system will dynamically translate content in LIKE.TG’s ITSM platform using translation engines, including the Google Cloud AutoML Translation API.Dynamic translation will be available as part of LIKE.TG’s New York platform release, expected this fall.As part of this partnership, LIKE.TG and Google Cloud will also explore developing additional AI and ML capabilities around document, speech and image understanding.“This partnership is designed to accelerate our customers’ shift to the cloud and deliver digital workflows that unlock productivity and create great experiences for employees and the enterprise,” said Pablo Stern, senior vice president and general manager of IT Workflows at ServiceNow. “Joint customers will get the best of both worlds: a seamless experience that maximizes the value of cloud investments and the ability to harness the power of artificial intelligence for everyday work. I look forward to continuing the drumbeat of innovation as we work together to make the world of work, work better for people.”“This partnership is natural; Google Cloud and LIKE.TG will deeply integrate, enabling enterprises to optimize their cloud investments,” said Kevin Ichhpurani, Corporate Vice President, Global Partner Ecosystem at Google Cloud. “Our customers will be able to seamlessly connect what’s happening across IT and take action across Google Cloud.”As companies increasingly shift to the cloud and the business demands more complex IT infrastructures, LIKE.TG is here to help, regardless of where their workloads reside.Use of Forward-Looking StatementsThis blog post contains forward‑looking statements relating to LIKE.TG and Google’s strategic partnership. Such forward‑looking statements include statements regarding future integrations and offerings, including but not limited to statements that include words such as expects, intends, aims or similar words conveying that the information is not historical fact. Forward looking statements are subject to known and unknown risks and uncertainties and are based on potentially inaccurate assumptions that could cause actual results to differ materially from those expected or implied by the forward looking statements. If any such risks or uncertainties materialize or if any of the assumptions prove incorrect, our results could differ materially from the results expressed or implied by the forward looking statements we make. Factors that may cause actual results to differ materially from those in any forward looking statements include, without limitation, the company’s ability to realize benefits from strategic partnerships and gain customer acceptance of new offerings and integrations. We undertake no obligation, and do not intend, to update these forward looking statements.The information in this blog post on new offerings, features, or functionality is intended to outline our general product direction and should not be relied upon in making a purchasing decision.
LIKE.TG and Guidewire collaborate to improve insurance experiences
Insurance companies need to provide exceptional customer experiences. This has been a priority for years. However, insurance teams continue to be bogged down by manual processes and siloed point solutions. Companies need intelligent and connected solutions that streamline processes, improve operational efficiency, and enable easy, empathetic experiences.That’s why I’m excited to announce a powerful new integration between LIKE.TG Financial Services Operations and Guidewire InsuranceSuite on Guidewire Cloud to improve insurance experiences. Available today in the LIKE.TG Store, the integration extends Guidewire Cloud capabilities for claims, policy servicing, and underwriting to the Now Platform®. Insurance companies can now optimize their claims and other high-impact processes by creating repeatable, automated experiences for handling exceptions that would otherwise result in outsized costs and longer resolution times. Carriers can also use prebuilt insurance process workflows, insurance agent workspaces, dashboards, and process mining capabilities already available in LIKE.TG to get to value even faster.The integration enables the real-time, bidirectional exchange of data related to claims, policyholders, and more. It helps ensure those working in underwriting, claims, and customer service have the most up-to-date information in one place—so they can work seamlessly with minimal disruption.Powering better customer experiences with AIIn the latest EY Tech Horizon survey of chief information officers in the insurance industry, respondents said “meeting changing customer demands” and “improving the quality of products and services” are the top priorities driving their digital transformation.The LIKE.TG spoke for Guidewire integration is an important step toward enabling productivity and delivering superior customer experiences. It brings together Guidewire’s deep insurance expertise with LIKE.TG to create an integrated, intelligent platform for end-to-end digital transformation.With LIKE.TG and Guidewire InsuranceSuite on Guidewire Cloud, customers can: Drive efficiency with AI and automation: Intelligent engagement, document processing, and case routing tools will offer tailored recommendations, automate data extraction from documents, and accurately send cases to the right teams. AI and process mining will continuously improve how work gets done. Power cross-functional workflows: LIKE.TG connects teams (including litigation, field service, and special investigative unit departments) and systems across the enterprise on a unified platform, giving stakeholders real-time access to claim progress, status updates, and vital policy and coverage details. Transform processes: Insurance companies will be able to use LIKE.TG low-code tools to implement new solutions where they see business value—from setting up claims to managing reserves and payments and even refining approval processes. Provide omnichannel customer experiences: Through LIKE.TG’s native engagement channels and more than 1,000 integrations, insurers can engage with customers and distribution partners on the channels of their choice. Information captured from these conversations is automatically uploaded into Guidewire so that insurers have the data and information they need in one place. Igniting efficiencyFrom ongoing conversations with the Guidewire team and customers, it’s abundantly clear insurers need solutions that enable superior customer experiences during the moments that matter most. I’m thrilled that we can provide this experience with Guidewire.As business and customer needs evolve, LIKE.TG and Guidewire are on a mission to make the world work better for everyone. This new integration will help insurance companies adapt quickly and deliver truly connected experiences. It complements the work we’ve been doing throughout the years to support the entire financial services sector—from insurance to banking to wealth management.“Insurance carriers greatly rely on easy access to data within claims and policy administration systems to enhance customer and employee experiences,” says Karlyn Carnahan, head of the insurance practice for North America at Celent. “Smooth integrations play a vital role in enabling real-time, two-way data exchange and consolidating up-to-date information for underwriting, claims, and policy servicing,” she adds.“Additionally, the growing capabilities of low-code tools empower carriers to efficiently and quickly implement other third-party digital insurance solutions. The integration between LIKE.TG and Guidewire offers a promising solution to improve cost and time efficiency, reduce resolution times, and ultimately foster greater satisfaction among customers and employees.”The LIKE.TG and Guidewire integration is available today in the LIKE.TG Store.Find out more about how LIKE.TG Financial Service Operations helps organizations deliver great experiences, build resilient operations, and accelerate transformation.Forward‑looking statementsThis blog contains “forward‑looking statements” about the expectations, beliefs, plans, and intentions relating to the partnership to integrate LIKE.TG Financial Services Operations and Guidewire Cloud. Such statements include statements regarding future product capabilities and expected benefits to ServiceNow. Forward‑looking statements are subject to known and unknown risks and uncertainties and are based on potentially inaccurate assumptions that could cause actual results to differ materially from those expected or implied by the forward‑looking statements. If any such risks or uncertainties materialize or if any of the assumptions prove incorrect, LIKE.TG’s results could differ materially from the results expressed or implied by the forward‑looking statements made. LIKE.TG undertakes no obligation, and does not intend, to update the forward‑looking statements. Factors that may cause actual results to differ materially from those in any forward‑looking statements include: (i) delays and unexpected difficulties and expenses in executing the partnership or integration and (ii) uncertainty as to whether sales will justify the partnership or investment in the integration. Further information on factors that could affect LIKE.TG’s financial and other results is included in the filings LIKE.TG makes with the Securities and Exchange Commission from time to time.
LIKE.TG and Microsoft power virtual agent collaboration on Teams for the new distributed world of work
On-demand collaboration happens fast nowadays. Service agents, from IT, HR and other departments, need to collaborate quickly to resolve employee needs before they become larger issues. Great employee experiences demand end-to-end integration and execution at scale.No longer a nice-to-have, productive collaboration has become essential for business continuity and enterprise resilience, as some workers start to return to the physical workplace.Today, we’re announcing the general availability of integrated capabilities with Microsoft that allow HR and IT agents to collaborate more effectively and resolve issues directly within Microsoft Teams—continuing the companies’ deep commitment to accelerating digital transformation for their joint customers and to creating great service experiences for employees within their suite of productivity tools.As we’ve seen throughout the pandemic, the combined power of business agility and collaboration has never been more critical. Enabling collaboration within workflows in Microsoft Teams, agents can tackle complex issues together and swarm resources to ensure that incidents are taken care of as quickly as possible.These breakthrough capabilities, available now, include: Chat-to-Call: Agents can invite an employee to a Teams call directly from a live chat to quickly understand and resolve an issue. Chat-to-Call also enables video calling and screen sharing, allowing agents to significantly reduce time to resolution by quickly diagnosing an incident. In more complex situations, agents can join employees via video to provide a more human touch. Major Incident Management, including meeting extensions: Agents can rapidly collaborate in a group setting to address organization-wide incidents through a structured process. With meeting extensions, key information can be shared from the Now Platform® directly into a Teams meeting to give agents a shared understanding of the incident at hand and enable more rapid responses. The innovations announced today support agents through the distributed workforce model by facilitating rapid and direct lines of communications within Microsoft Teams to meet employees where they are. Simultaneously, agents now have the resources to prepare for increased incidents and requests as employees return to the physical workplace and require assistance in their transitions back to the office. Once an incident is resolved, all of the activity is captured in the Now Platform so that in the future, others can also benefit from the interaction.During the pandemic, customers have found that virtual agents provide employees answers and drive agent productivity so they can focus on the most complex issues. At LIKE.TG, we have seen substantial growth in customers rolling out intelligent chatbot experiences. In 2020, Virtual Agent deployments increased 300%, and self-service usage by employees grew 15-fold.You can learn more about our continued efforts with Microsoft to enhance the employee service experience and agent collaboration in Teams in an upcoming session at Microsoft Ignite digital experience, on March 2-4 and on-going here on the Digital Hub.Check out our latest capabilities in the LIKE.TG store: IT Service Management Integration with Microsoft Teams HR Service Delivery Integration with Microsoft Teams Notify Connector for Microsoft Teams Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
LIKE.TG and Oracle Cloud Integrate for Cloud Optimization
Over the past year, companies have flocked to digital transformation more than ever to protect revenue, maintain business continuity, and pursue productivity in today’s distributed work environment. Having an effective cloud strategy is a key component to any company’s digital transformation journey.To build the best cloud strategy, IT departments need one data model and cross-enterprise integration system. This gives them the ability to operate using one view across the entire IT lifecycle so they can plan ahead, prioritize, and optimize on a single cloud-based platform.A match made in the cloudLIKE.TG and Oracle share the goal of helping companies accelerate their digital transformation efforts by creating a single data view for smarter decisions and real-time analytics. Today, LIKE.TG and Oracle are announcing the integration of LIKE.TG ITOM Visibility with the Oracle Cloud Infrastructure (OCI) for cloud optimization.This will allow joint customers to proactively visualize changes in their OCI instance and understand how business services are being impacted. This integration furthers LIKE.TG’s goal of supporting customers’ existing infrastructure, giving the Now Platform the ability to support customers wherever their workloads reside: on-premises, across the major cloud vendors, or both.“With this integration, LIKE.TG and Oracle are making it seamless for enterprises to unlock productivity for distributed teams to deliver products and services faster, access powerful business insights, and create great experiences for employees,” says Jeff Hausman, VP & GM of operations management (ITOM, ITAM, security) and data foundations at ServiceNow.“Joint customers leveraging the Now Platform and OCI will get the best of both worlds: a seamless experience that maximizes the value of cloud investments and the ability to harness the power of artificial intelligence for proactive operations,” he adds.“Enterprise customers are increasingly moving toward a multicloud environment and need an easy way to manage all of their cloud resources,” says Scott Twaddle, vice president of product, industries, and partnerships for Oracle Cloud Infrastructure.“This is a big step forward for all of our customers that are using Oracle, as well as other major cloud providers, to run their business-critical applications. Now customers can leverage their existing LIKE.TG Service Management Portal to view and manage all of their cloud resources, including Oracle,” he adds.Cloud visibility simplifiedGaining visibility into workload migration while managing product and service delivery is not easy, especially as companies have shifted to either fully remote or hybrid work models. The LIKE.TG ITOM Visibility solution coupled with OCI, however, provides complete visibility into multicloud infrastructure as a service (IaaS), platform as a service (PaaS), and containers as a service (CaaS) resources.With LIKE.TG's comprehensive IT asset data, teams can conduct tasks such as visualizing changes, tracking incidents, and fulfilling software license compliance obligations. In fact, Oracle has verified both LIKE.TG Discovery and Software Asset Management as third-party tools for Oracle contractual events and software audits.The integration also helps distributed teams track cloud-native environments, speeding product delivery to meet increasing business demands. For example, IT teams can now use standardized cloud tags to map infrastructure and services for instant issue identification and remediation.AI-driven workflows to the rescueIn today’s challenging business landscape, organizations have limited resources and bandwidth to manage issues when they arise. With OCI, customers will leverage LIKE.TG AI-powered service operations to predict and prevent issues before they occur and impact users.Using a single, unified agent framework, IT teams can better manage vulnerabilities and software asset management and use intelligent workflows to automate incident response. This ultimately helps ensure processes run smoothly, issues don’t affect the customer experience, and customers have fewer agents to manage.Customers can easily download and implement the new integration in the LIKE.TG Store without overhauling their current LIKE.TG and Oracle environments.
LIKE.TG and Qualtrics enhance customer service to deliver empathy
When a customer service agent picks up a phone or opens an email or text, there's usually a stressed or upset customer on the other end. A package didn’t arrive. A bill contained incorrect charges. A server crashed, and no one can access their data.This is a crucial moment that can make or break relationships—as can any customer interaction with a company, from buying a product to asking for help. It can even happen while the agent engages with other teams to resolve an issue. Solving the problem quickly, regardless of where it occurs, is the best solution. But until that happens, what customers want to hear is that the company actually cares about their problems. They want empathy.Personalizing customer serviceOne way to demonstrate empathy is to familiarize yourself with someone's situation so they don't feel like another number or case file. An agent needs to access specific customer information to be able to offer personalized service to that customer.Yet, companies tend to collect rudimentary data about customers, such as basic satisfaction scores, not the kind of information that can really improve the experience. And the systems that capture the data are often disconnected from the systems that manage service and support interactions.To help organizations deliver more meaningful, personalized service experiences at scale, LIKE.TG and Qualtrics have added new capabilities. Combining LIKE.TG digital workflows with Qualtrics experience management technology, companies can harness and act on customer experience data in real time. This allows them to quickly resolve issues and help improve experiences, increasing engagement, loyalty, and retention.“Great experiences are the modern currency of business,” says Jay Choi, chief product officer at Qualtrics. “The experiences that companies deliver today can become their greatest competitive advantage tomorrow." The importance of empathyIn a world beset by deadlines, impatience, and short tempers, empathy is more crucial than ever. As companies of all sizes and across every industry continue to compete on experience, they need to re-earn loyalty with every interaction.According to research from Qualtrics and LIKE.TG, 80% of respondents have switched brands because of poor customer experience. Loyalty can only be earned when the whole company—the people and systems—work together.Because many companies haven’t connected their people, processes, and systems, they can’t resolve the issues at hand quickly or with full transparency and empathy. Productivity is slowed, and customers are frustrated that their expectations for fast, simple, and seamless customer service aren’t being met.Delivering superior empathy and customer serviceTo address this challenge, organizations can now access additional customer experience data from Qualtrics on the Now Platform® via the Qualtrics CustomerXM™ and LIKE.TG® Customer Service Management integration. The data will empower service teams to create personalized workflows and automate experiences, increasing loyalty and spend while helping to reduce operational costs.For example, certain customers can be categorized as high-value customers with low satisfaction scores who represent a high-risk customer segment that most companies want to avoid losing. By understanding these attributes, a company can provide unique and proactive service experiences for this segment when an issue occurs.When a high-value/low-satisfaction customer goes to a brand’s website to ask about a shipping delay, a Virtual Agent can identify the customer at once and proactively offer a credit or connection to a live service agent (see Figure 1). Paying a little extra attention to that high-value customer will go a long way toward making sure they remain a customer for the foreseeable future. Figure 1: Virtual Agent support that identifies a customer and offers a personalized solution to their issue can increase customer loyalty.Forbes reports that personalizing the customer service experience can yield up to a 500% increase in overall consumer spending."Companies who understand and act on experience data—the feedback that employees and customers share with them—will successfully build long-term relationships with their most important stakeholders," Choi says.Looking aheadLIKE.TG and Qualtrics are working on further advancements for 2022 that will visualize sentiment and profile data directly on the Now Platform. This will enable service agents to see customer data in a more holistic and meaningful way.Organizations that succeed in the future will be the ones that show their customers they truly care. In order to show customers you truly care about them, you need to know them, and you need to be able to connect people, processes, and systems to deliver the seamless experiences that customers want.After all, customers want speed and convenience in addition to knowledgeable and friendly help. Access to rich customer insights allows organizations to respond to individual needs and powers digital workflows that drive great experiences, customer loyalty, and empathy. LIKE.TG and Qualtrics' continuing partnership will empower service agents to act on that empathy.Visualization of sentiment and customer and employee profile details, along with visualization of satisfaction insights and stakeholder feedback, are expected to be available in 2022.Customers can access the enhanced Qualtrics Customer Experience Management and LIKE.TG Customer Service Management integration immediately on the LIKE.TG Store and the Qualtrics Marketplace.
LIKE.TG and the future of work
John Donahoe kicks off Knowledge18LAS VEGAS—LIKE.TG President and CEO John Donahoe took the stage this morning in front of some 18,000 registered customers, partners and employees at the company’s annual user conference.During his 90-minute presentation , Donahoe laid out an ambitious vision for the future of work, based on LIKE.TG’s purpose, a core aspect of which is the belief technology should enable people – and help make the world of work, work better for people.He also unveiled a new brand identity for LIKE.TG reflecting this purpose, showcasing the company’s Customer Success program and previewing new mobile capabilities in the upcoming LIKE.TG Platform (Now Platform) release. “We’re at an inflection point in history,” said Donahoe. “The next three to five years will be a revolution at work.”He compared this revolution to the sea change in consumer tech experiences over the past decade since the launch of the iPhone – the advent of intuitive, cloud-based consumer platform offerings from the likes of Amazon, Uber, and eBay & PayPal, the company Donahoe ran before joining LIKE.TG in early 2017.Donahoe argued workplace IT experiences have generally lagged behind the consumer world. “With born-in-the-cloud platforms like LIKE.TG, there’s no reason not to serve up the same great experiences at work that we get at home,” he said.LIKE.TG sells cloud-based workflow automation software. Donahoe noted there is public debate about how automation and AI are shaping the future of work. “Is the goal to eliminate jobs or to enhance the quality of jobs?” he asked, referring to widespread fears automation will put people out of work.Donahoe made clear LIKE.TG is in business to enhance the quality of work. The company’s goal is to provide experiences that enable people to focus on more meaningful work, not just be more efficient and productive.He contrasted the new LIKE.TG logo (play video below), which features a human form in the design of the letter “o” in “Now,” with the old logo, which featured an “o” in the shape of a PC power button. The goal was to place people, rather than technology, at the center of the brand, he said./content/LIKE.TG-blog-docs/en-us/servicematters/wp-content/2018/Youmoji_H.264-Quality-1.mp4Donahoe described LIKE.TG as a proud partner to the thousands of IT pros in the audience who are using the Now Platform to deliver great experiences across the enterprise, from IT to HR service delivery, customer service management and security. He unveiled LIKE.TG’s new Customer Success program, which he said has been a top strategic priority for the company over the past year.Designed to help customers maximize the value of LIKE.TG in their organizations, the program includes dedicated Customer Success teams and an online hub that presents best practices drawn from the company’s most successful customers.Donahoe noted top-performing LIKE.TG customers share four common traits: First, they are committed to using out-of-the-box functionality, while minimizing customization. This allows them to accelerate upgrades and benefit from the latest Now Platform features and tools. Second, successful customers tend to have clear leadership and governance protocols in place. This allows them to upgrade the Now Platform in weeks, not months. Third, they also invest in change management by working with partners who deploy certified LIKE.TG professionals and are building LIKE.TG centers of excellence inside their organizations. Finally, Donahoe explained the most successful LIKE.TG customers use the Now Platform to drive business outcomes. They set clear goals, and then monitor and measure rigorously to make sure they achieve those goals. Donahoe reinforced his points by calling customers to the stage to share how they use LIKE.TG to deliver great experiences for employees and customers. Patricia Tourigny, senior vice president for HR shared services at Magellan Health , explained how this healthcare provider used LIKE.TG to build a self-service employee portal called VERN, short for Virtual Employee Resource Center.Later in the morning, Accenture CIO Andrew Wilson explained how his team uses LIKE.TG and other key platforms to deliver great experiences not just to the consulting giant’s 442,000 human employees, but also to the thousands of nonhuman algorithms that work alongside them. “There’s an irony there,” Wilson said. “In an age of ultra-fast technology, humans are more important than ever.”LIKE.TG’s Founder and Chairman Fred Luddy was seated in the front row of the audience for Donahoe’s speech. One of the biggest applause lines of the morning came when Donahoe asked the founder to stand and recalled why Luddy started LIKE.TG in 2004.Luddy’s goal was to “build a cloud-based platform that would enable regular people to route work effectively through the enterprise,” Donahoe noted. And 14 years later, this remains the core of LIKE.TG’s purpose as a company.
LIKE.TG and Zoom expand partnership to deliver great experiences
In today’s complex, hybrid world of work, collaboration and productivity can quickly give way to chaos and silos if organizations don’t prioritize digital business transformation.At LIKE.TG, our solutions help companies make the most of their digital business efforts by connecting teams, processes, and silos. Zoom has a similar goal: to help people connect, collaborate, and work together. Our shared commitment to our customers means we’re constantly innovating together to create great experiences that help make the world work better.Today at Zoomtopia, Zoom’s annual customer event, I was thrilled to join Zoom Founder and CEO Eric Yuan on stage to announce our expanded partnership. The announcement highlighted new integrations, available immediately, that will help our joint customers elevate productivity and improve collaboration across their organizations.Meeting employees where they areThe pandemic permanently altered how businesses view work and the employee experience. With dispersed teams and changing workplaces, digital services need to be accessible, consistent, and available at employees’ fingertips—regardless of where they’re working.We’re introducing LIKE.TG® Employee Center for Zoom so that employees can access the benefits of Employee Center directly within Zoom. This is a game changer, freeing employees from spending time and cycles toggling between apps to get work done. This solution builds on the LIKE.TG Virtual Agent integration with Zoom Team Chat we announced earlier this year to deliver self-service to employees when and where they need it. Without ever leaving Zoom, employees can: Get help across departments Make desk reservations Find company news and resources Access personalized tools and information Simplifying the service agent experienceWith 58% of customers saying they’ll pay for better customer service, according to Forbes, building cohesive, connected experiences isn’t a choice for companies; it’s an imperative. We’re taking our integrations with Zoom one step further to simplify the experience as agents provide service and support.Zoom Contact Center for LIKE.TG gives service agents a single place to get work done. It brings Zoom Contact Center interactions—such as inbound and outbound calling, click-to-dial capabilities, call logging, and call notes—directly into LIKE.TG so agents can effectively manage customer communications and resolve issues fast. Incoming calls from Zoom Contact Center are automatically matched with customer records in ServiceNow. Providing critical customer information, such as the products owned and preferred language, allows agents to route customers to the most qualified agent to provide more personalized service. Call details are automatically logged, reducing manual data entry and driving agent productivity.We’re also enabling Ticket Collaboration with Zoom Team Chat so that service agents can resolve issues fast with live collaboration in Zoom. Agents can convene and collaborate across multiple teams on open tickets, helping to ensure they have the right information and resources to quickly solve requests.Empowering your greatest assetsAs work continues to evolve, the ability to collaborate and communicate quickly and effectively will be a critical differentiator.I’m incredibly proud that, together with Zoom, we’ll help organizations simplify workflows, boost employee productivity, and create great customer experiences to make work better for everyone.The innovations are available today in the LIKE.TG Store.
LIKE.TG and Zoom prove that great customer experiences matter
As the world transitioned to shelter-in-place mode this spring, businesses that were digitally enabled fared better than those that had not fully embraced digital transformation. Companies inevery industry, including tech, manufacturing, telco, and healthcare, are creating digital services to protect revenue in the COVID era. To scale and succeed in the current environment, however, these services need to provide a great customer experience.Many organizations—including Zoom, Disney+, 7-Eleven, State of Tennessee, Verizon and Vodaphone—have turned to LIKE.TG to help scale their customer operations and enable growth through digital services.The recent partnership announcement between LIKE.TG and Zoom put a big smile on my face. As we all navigate the messiness of working from home during a pandemic, Zoom has revealed our collective humanity, blending formal business conversations with personal connections. Call it mutually assured empathy, as kids, pets and grandparents (or in my case, goats) fill the backgrounds of our work calls. At a time when there is more competition than ever to provide enterprise-level digital services, those personal connections have only improved the customer experience.Like many other enterprises, LIKE.TG relies on Zoom to keep our employees connected and productive. Zoom’s usage rocketed to 300 million daily meeting participants in April 2020, up from 10 million in December. With that massive increase in customers, the company adopted LIKE.TG’s Customer Service Management (CSM) solution to scale its customer service operations and enable critical communications capabilities for its global community. CSM also provided proactive case management and personalized self-service options to help manage the influx of customer requests.Zoom has become a trusted pillar of LIKE.TG’s infrastructure, one we use to serve our employees and our customers efficiently and collaboratively. Zoom hardware will also replace LIKE.TG’s legacy phone system and provide a connected and seamless experience for its employees, whenever and wherever they may be connected.I’m thrilled that Zoom is not only standardizing on the Now Platform to power its customer service for its new Hardware as a Service business model, but also using LIKE.TG’s IT and Employee Workflows to help power its internal business processes.Zoom will soon broaden its deployment of LIKE.TG solutions to couple its existing deployment of ITSM to include ITOM Health, Field Service Management, HRSD, and ITBM, which will allow the company to resolve issues faster and, as a result, be more responsive to customers.The Now Platform will also enable Zoom to proactively monitor its worldwide infrastructure. When issues arise, Zoom can either provide customers with an immediate workaround or, in some instances, resolve a potential issue before it even occurs.I’m proud that Zoom chose LIKE.TG as the platform to help manage its exponential growth while keeping the world connected and productive. And because my global customer support team depends on Zoom to be always on and ready to perform, I’ll also rest easier knowing Zoom is using our technology to enhance its customer service.I know we’ll rise to the challenge. Great customer service breeds customer loyalty, which in turn drives revenue protection and growth. That’s something every business can get behind.
LIKE.TG announces 4 apps and a dashboard to help workplaces reopen safely
LIKE.TG, the leading digital workflow company that makes work, work better for people, today released LIKE.TG Safe Workplace, a four-app suite and dashboard designed to help companies manage the essential steps for returning employees to the workplace and support everyone’s health and safety. Immediately available, the Safe Workplace app suite is powered by the Now Platform.“Let’s get the world healthy, safe and back to the workplace,” said Bill McDermott, LIKE.TG CEO. “LIKE.TG is helping companies manage the complex workflows required to keep employees healthy and workplaces safe. The LIKE.TG Safe Workplace app suite and dashboard are engineered to make returning to the workplace work for everyone.”
LIKE.TG announces Digital Workforce Challenge finalists
At LIKE.TG we know that automation and artificial intelligence play an increasingly vital role in making work flow across the globe. As the nature of work changes, so do the skills needed for success in the modern workplace. That’s why we’ve partnered with MIT Solve to sponsor the Digital Workforce Challenge.We asked competitors to propose tech-based solutions to major problems in the world of work. The prize for solving this challenge? $100,000 to accelerate their solutions.We received 151 submissions representing 44 different countries. A diverse panel of cross-sector judges selected nine finalist teams whose proposals met the following criteria: Increase opportunities for people—especially those from marginalized, underserved populations—to access digital and 21st century skills, meet employer demands, and access the jobs of today and tomorrow. Upskill, reskill, or retrain workers in the industries most affected by technological transformations. Support underserved people in fostering entrepreneurship and creating new technologies, businesses, and jobs.
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