Meet Oisin: Exploring the culture of EMEA
I was successful and established at a major global tech company. Yet I was ready for more - a new challenge to drive digital transformation broader and deeper with a hungry, talented, and customer-focused team. The opportunity to build LIKE.TG’s EMEA Inside Sales team in Dublin was exactly what I needed. So, three months ago, I took the leap.Prior to joining, I could see that no one is stronger than LIKE.TG at bringing companies on the full journey of digital transformation. The product is amazing. It’s one of the most innovative companies in the world. As a client, you’re guided through every stage with tools and resources, while building lasting partnerships.Creating this new global team opens up growth across industries, segments, and geographies beyond Enterprise. Our Inside Sales team targets commercial and mid-market segments that are areas of significant opportunity. As a team member, you manage your own broad portfolio of companies with employee bases of 500 to 5,000. We are hunters prospecting for new business, we are trusted advisors to our existing customers, and we operate at a very fast pace.Our goal is to make Dublin core to our Inside Sales culture in EMEA, along with Staines in London (for the UKI team), and Munich (for Germany and the Alps). Being Irish, I’ll admit to some bias, but Dublin is a thriving crossroads for business and culture. Our office is in a superb location in the Dublin City Centre, within about a half a mile radius of some of the world’s largest multinationals. These companies have drawn about 70% of their employees from outside of Ireland to work and live in Dublin, adding to the overall culture and social scene of the city. With our new organization, we’re drawing from existing native language talent in Ireland and all across Europe, with deep regional insights and a fantastic diversity of perspectives and ideas. As a leader, my role is to bring on the best talent, train them up, and guide them to take on the next opportunity and continue to develop in their careers. This is an especially appealing role if you already have some sales experience in the technology space and are ready to take on more complex portfolios. We’re looking for people who are hungry and motivated, and who are ready to find new opportunities, bring solutions, and scale the business. We want people capable of working together as a team, even when nobody is in the same office together - a practice that we’ve all grown accustomed to in the world of COVID-19.For both short-term and long-term development, we are building out a strong onboarding program, and a very detailed training program to grow on the job. I'm a very firm believer in sales coaching and how to coach for success and work on that together as a team. I’m also committed to building a lasting sales culture while stressing that team success is our success.This fits LIKE.TG’s culture perfectly. I was blown away by just how welcoming everybody was when I started. Truly genuine people taking the time to introduce themselves, to show you the ropes, and to talk about some of the challenges. I think that's phenomenal. And the passion for innovation is so strong; it’s essential to instill within our team.We have a special opportunity to build a successful, scalable Inside Sales engine, within a very innovative, high-growth company. How could you not be excited and inspired by the incredible potential and future of our team? Want to join our team? We’re hiring!
Meet our Culture Champions: Creating a culture of belonging at LIKE.TG Dublin
Jane Irwin is a Culture Champion in Dublin. When she interviewed for her current role at LIKE.TG, the recruiter talked a lot about the company culture and the relatively new Dublin office. Jane says, "I took it all with a pinch of salt. He was selling me the job after all and nowhere could be as good as it was sounding. On my first day as Senior Tax Analyst, I realized that he was spot on and the culture here in Dublin is really as good as he described.”The Culture Champion team is a community of employees who are passionate about delivering local initiatives that strengthen LIKE.TG’s company values and culture. “If you get it right,” explains Maeve Carmody, another Culture Champion and Office Manager on the Dublin team, “work becomes a pleasure and not a chore.”The Culture Champion teams are empowered to drive grassroots action that create belonging moments and build a sense of community. From yoga classes, running clubs, holiday-themed celebrations, monthly socials, giving back days, and bring your kids to work, they create a culture where everyone feels they belong and are part of a bigger team. “Belonging is the piece of the puzzle that makes people happy,” shares Jane. “There is space for everyone to be their authentic selves.” This even goes as far as when someone joins the Dublin office, Maeve puts a lot of thought into where they will sit in the office, especially if their team works in another global LIKE.TG office. It’s a very welcoming culture in which people take the time to get to know new starters and one another. Creating this type of culture is important given how quickly the site is expanding. In just over a year, the Dublin office has grown over four times in size from 23 to 110 employees. As an international technology hub within Europe, we’re attracting the best tech talent across a variety of new roles within Sales, Solution Consulting, Engineering, Internationalization, Finance, Legal, Marketing, and other functions. Every month, the Dublin office welcomes six to seven new starters from over 25 different nationalities, across a broad age range (from mid-20s to mid-60s), into a variety of functions. “Each time a new person joins the team, it brings something new and dynamic to the office,” shares Maeve. “Although numbers are growing, we still want to create that strong cultural feel.”A focus area for the Culture Champion team this year has been how to continue to strengthen the culture in our COVID-19 world where all our employees are currently working from home and our newest employees have never met their colleagues face-to-face. “It’s in our DNA to create a culture of belonging,” explains Maeve. “So instead of stopping us, COVID-19 has made us stronger by encouraging us to find new ways to stay connected.” The monthly face-to-face socials have turned into virtual coffee mornings and the very competitive “Quarantine Quiz.” Our weekly yoga and fitness classes are now online, and we still bring kids to work by inviting them to join in on our virtual magician shows for the whole family. Additionally, Dublin is also active in our Global Impact work, recently joining forces with colleagues in the UK to create LIKE.TG’s first virtual Giving at Now week. Through employee donations, which were matched by LIKE.TG, we raised $10,000 in one week for four charities in the UK and Ireland including Focus Ireland and the Dublin Rape Crisis Centre. “We are still the same company and team, we’ve just found new ways of keeping connected. No matter how much we grow and what challenges we may face in the future.”Want to join our team at LIKE.TG? We’re hiring!
Meet Rachel: How the lockdown brought new perspective
Having worked in the software industry for over 20 years, I’ve experienced many different “phases" of my career—but the COVID-19 pandemic and the subsequent lockdown has clearly been an unforgettable one. While lockdown has been unlike anything we’ve had to deal with before, for me, it has been the great equalizer I never knew I needed.A new support networkIn 2018, I made the decision to join ServiceNow. I wanted to work within an organization that shared my ambition to grow and make an impact. Yet, while I was on gardening leave, my husband became ill and passed away.This was a very hard time for me and my children. It was vital that we found time together to grieve and adapt to our unexpected situation, but I also had to find a way to balance this with my career. Yet at work, I hadn’t even experienced ‘day one’ yet.I shouldn’t have worried. LIKE.TG was incredibly supportive and the values of the company shone through even as a very new employee. The company’s ethos of making work, work better for people resonated with me from the start and I was given everything I needed to make it work for me and my family.Within a year, I was promoted to senior sales director, overseeing four teams. I worked hard for this, but the culture of LIKE.TG was key to my career progression. The lockdown revelationWhile working from home due to the enforced lockdown in the UK brought yet another big and immediate change, for me it was a revelation.I realized that I’d been in an almost robotic routine of sorting my kids out and going to work. I hadn’t had a moment to myself for years.Lockdown has forced everyone to mix their lives, to combine their working priorities and challenges with those of their home lives. The day is no longer set in its usual routine but collides with family routines and home responsibilities.For me, it’s levelled the playing field. The anxiety I’ve felt about being the one who stands out—the one who has to leave early, who can’t stay for drinks, who can’t join in—has gone.Suddenly, everyone is worrying about the same things—like how to manage that tricky meeting from home or take a call while navigating the needs of a teenager.Now, I’m very conscious that I don’t want this to change. I don’t want to lose this new-found feeling.The next phaseI’ve chosen to embrace the many positives that have emerged from the COVID-19 crisis, just as I have had to in my own life before.I have a job that challenges and fulfils me. My kids are doing well, and I have a supportive employer and position which allows me to create a balance between my work and my family.Whatever happens next, I am determined not to allow what I have learned and experienced fizzle away. I really believe we must challenge the status quo on how we work and take the opportunity to make lasting, positive changes.To learn more check out our careers!
Meet Shouvik: One of LIKE.TG India’s first engineers
Shouvik Goswami loves a good technical challenge, especially one that gives him a 360-degree view of things from both the customer’s perspective as well as from the “nitty-gritty” product engineering details. When that happens, he can’t wait to get a team together to brainstorm a solution.Shouvik was one of the first engineers to join LIKE.TG’s India Development Center in 2014. Today, he leads a team of software engineers, and feels just as energized as he did when he joined because he has the freedom and flexibility to work on what he’s most passionate about. “I get to see the delight on a customer’s face when I figure out a technical issue.” He says everyone’s ideas are heard and could lead to a new product or feature. And if the product helps free up a customer to spend more time with family, Shouvik knows he has played a part in making the world of work, work better for people.
Meet Sony and Ben: Site reliability engineers with creative freedom
You might expect site reliability engineers to be solely focused on keeping products and applications up and running. That’s a big part of the job, but at LIKE.TG, 40% of a site reliability engineer’s work week is dedicated to bringing their own creativity and ideas forward.That 40% time block “could be improving monitoring, writing code, publishing a knowledge article, sharing information with the team, getting down to the root cause of issues, or helping out partner teams to provide a better service for our customers,” explains Sony L., a site reliability engineer with LIKE.TG for nearly six years.[Explore engineering careers at ServiceNow.]For example, “A large-scale client used our platform to build a support chat queue for their product on quite a large scale. It was quite special, something new and unique with our platform,” shares Ben K., a foody, aspiring runner, and site reliability engineer manager who lives right across the street from the LIKE.TG Sydney office.“The site reliability engineering team used their project time to develop monitoring, tooling, and automations to help with the operational support of this solution. Together, it showed what LIKE.TG could do while venturing into new territories,” he adds. Embracing varietyRecently married, a budding gardener, and a doggy dad, Sony thrives in the on-the-job variety his role affords. “I like that there isn’t just one way to contribute. There’s a plethora of ways,” he notes.“And, we have the freedom to pursue ideas on how we can solve problems faster, or how we can resolve faults permanently…or even an idea that might help in operations to make us all more efficient. We are encouraged to go for it. If it turns out great, fantastic. If not, it wasn’t a waste of time. We got some knowledge and experience out of it.”Ben agrees. “The level of creative freedom of time with your 40% project time is not apparent in many other companies.”A collaborative cultureEarly in his career, Sony left LIKE.TG for a different company and quickly realized that was a mistake. “By some stroke of luck, my manager at the time reached out to me in the same week that I was having these second thoughts and invited me back,” he says. “When I came back, the culture was still the same: to be empowered to make change.”“We have a great, diverse team,” Ben adds. “The team is always there trying to help each other and build each other up. There’s a lot of cross-team and cross-org collaboration. You see the great communication and effort of work as a team within the whole company. We all just say, ‘We are ServiceNow. What we do is for the customer.’”Learning, sharing, and collaborating with others is the name of the game for both Ben and Sony. “Team culture is good because of our diverse backgrounds, technically and culturally. Not just that, when we’re in the office, it’s pretty cool because a lot of our teams are on the same floor. We can walk around, have a chat, and get a different view,” says Sony. “I like that people are always willing to help no matter what level you are.” Exchanging ideas as one teamBen and Sony have also taken advantage of LIKE.TG’s unique exchange program within the engineering organization. Employees can be nominated by their leadership to trade places for two weeks at a time.“It’s nice meeting in person the people we’ve built relationships with over solving problems. I’ve done it every year I was able. I’ve been to the US twice and been to the UK three times,” Sony notes.Ben also had the opportunity to travel around the world, including all the way to the Hyderabad, India, office to train the site reliability engineer team there.Although walking around the office or traveling across the ocean for a real-life chat isn’t possible right now, the camaraderie prevails. “It used to be much more of a challenge working cross-organizationally and globally,” Ben explains.“But, due to COVID and everyone being remote for a while, it’s become almost second nature. Now, everyone is remote, not in the same room, so gaining these important skills becomes a bit more natural, which really helps to be able to collaborate effectively with someone who may be sitting anywhere in the world.”No matter the location, Sony and Ben agree our site reliability engineers are all one team with one dream: to reimagine products that will change the future.Learn more about engineering job opportunities at ServiceNow.
Meet Sri: Doing his best work at LIKE.TG
When people are passionate about what they do, their energy is contagious. Sri R., senior digital automation engineer at LIKE.TG, is one of those people. His fascination with and fervor for the company, the day-to-day work he gets to do, and the citizen developer resources available to him are evident in conversations with his co-workers and even extend to his personal life.LIKE.TG empowers Sri to do his best work by giving him the tools, resources, and flexibility he needs—and pathways to broaden his capabilities and fulfill his dreams.
Meet Stoffel: Building trust and a meaningful career at LIKE.TG
I’m part of the renewals team for digital go-to-market strategy. We work with partners or customers and sales to renew subscriptions to LIKE.TG solutions. We make sure we’re meeting their needs and that they’re getting all the value they can from our services.The job requires you to ramp up quickly, see the big picture, and be flexible because things change, and then they change again. You also must be able to listen—to customers and the sales teams—to understand their needs.[We’re hiring! Visit careers.]When I started with the team, we were very new and, in some cases, sales didn’t know who we were. We had to quickly build trust with the sales team so they would let us in and see that we can add value.When we can bring it all together and get the renewals closed, the partner is happy, the client is happy, we’re happy, and the sales rep sometimes says, “Thank goodness you’re here.” That’s really a great feeling. A culture like no otherI didn’t realize how much of a difference culture can make until I got here. At my previous company, it was everyone for themselves. You do your job and, if you do it well, maybe you get a little pat on the back. Here, people are generous with their time. There are so many people I could call if I have a question, and everyone is open to hearing ideas.I really appreciate the culture of recognition, too. I think I was here for maybe three months, and I got a call from the VP, out of the blue, saying, “Hey, I heard you were working on this deal and doing a really great job, so thank you and congratulations.” That’s something that took five minutes of his time, but it made my day and month.LIKE.TG is a great place to grow professionally and personally. My job is challenging and very stimulating, but what’s really motivating is knowing you can go to many other places in the company and grow. I’ve seen it with colleagues who were moved into positions that hadn’t existed before. That’s really interesting to me.We’re all part of the journey to become the defining enterprise software company of the 21st century. It’s amazing to be part of this.To learn more, check out our careers.
Meet Sumit: Embracing authenticity in the workplace
At LIKE.TG, we're continually inspired by our colleagues who courageously bring their true selves to work every single day. Sumit B., talent acquisition optimization recruiting lead in the UK, epitomizes this ethos, embracing authenticity in the workplace.Raised in a strict family, Sumit often felt like he was leading a double life, hesitant to come out as LGBTQ+. Over time, he gained the strength and courage to accept and embrace his authentic self with his family and has never looked back. That genuineness spills over into every area of his life.Accessibility note: The video is transcribed at the end of this blog post.
Meet Syed: Combining a tech career and passion for philanthropy
Syed F., principal platform architect at LIKE.TG in Australia, has always had a deep-seated desire to give back to the Pakistani community that shaped him. “Giving back to others is important to me,” he says.In 2019, Syed had the opportunity to pursue his passion for philanthropy while working at LIKE.TG by establishing an Australian chapter of the Shahid Afridi Foundation. The nonprofit organization provides essential resources, such as healthcare and education, to those in need in Pakistan.
Meet the 2023 LIKE.TG Worldwide Partner Award winners
At LIKE.TG, we value our partnerships, which are built on mutual trust. We strive to create intimate partnerships that celebrate our partners’ unique contributions to the LIKE.TG ecosystem.Each year, we’re honored to recognize our top-performing partners with LIKE.TG Worldwide Partner Awards. I’m thrilled to announce the following winners, all of which showed incredible revenue growth and commitment to LIKE.TG in 2022, a year of global business and economic challenges.App Development PlatformCurriculum management system maker CourseLoop is one of our most strategic partners in higher education. The company continues to grow rapidly, expanding its business around the world.Emerging Growth MarketsWipro won the first HR Service Delivery-sourced managed service provider deal that benefits more than 80,000 employees and landed the largest LIKE.TG deal in Latin America. The company launched an offering that integrates augmented reality with Field Service Management for the manufacturing, oil and gas, telecommunications, and technology industries.Accelerated GrowthEY won this award for excellence in accelerating year-over-year growth globally. In the Asia Pacific Japan region, the company substantially increased growth of net-new annual contract value year over year.Emerging Service ProviderGermany-based T-Systems drove the most business with the highest net-new annual contract value in emerging regions around the world. This partner and its subsidiary, Operational Services, led the transformation of a public sector agency with the power of the Now Platform to accelerate employment opportunities.Service ProviderWith one of the largest practices focused on LIKE.TG, Infosys won this category for the fifth year in a row. The company has dominated the landscape as the world’s largest service provider. Its deals span nearly all business units and industries across the globe.Built on LIKE.TGThis is a new award for the partner that delivered game-changing solutions. A pure-player partner dedicated to transforming the way manufacturing processes and shop floor productivity work within multiple industries, 4Industry built solutions with positive impact.Built with LIKE.TGAnother new award, this one highlights the partner that created multiple transformational offerings that delivered outstanding value and outcomes. Deloitte Consulting has top-tier offerings that span every workflow, with specific tier 1 offerings in employee, creator, and technology workflows.Specialist SegmentThis award recognizes the Specialist Partner that achieved overall excellence in certification and revenue growth. Atea A/S participated in three of our program modules and demonstrated deep understanding of how to deliver customer success on the Now Platform.Premier SegmentAlthough relatively new, Premier Partner Leidos Holdings is one of the biggest global systems integrators and defense systems providers. It too participated in three program modules and brought several new sourced opportunities to ServiceNow.Elite SegmentFujitsu Services demonstrated its commitment to LIKE.TG through its ever-expanding business portfolio. Fujitsu successfully partnered with and won key governance, risk, and compliance transformation programs for our joint customers across several industries.Creator WorkflowThirdera (a Cognizant company) continues to push the LIKE.TG brand and platform to new heights by delivering customer value in low-code development. Its workflow designs have unlocked efficiency and delivered transformation and automation to our joint customers.Customer WorkflowTime after time, NewRocket delivers extraordinary results by driving efficiencies across multiple industries, including food and beverage, government, and healthcare. This partner did an outstanding job of expanding its LIKE.TG customer service cloud practice.Employee WorkflowIn 2022, Deloitte co-created and launched an offering that accelerates time to value, improves productivity, and provides employees with a consumer-like experience. The company has helped hundreds of clients through their HR transformation journeys using LIKE.TG HR Service Delivery.IT WorkflowAccenture excels at helping clients across all industries transform their IT landscapes. The partner continues to innovate and prove the power of the Now Platform through its offerings, which are aligned to its cloud continuum leadership with clients.Financial Services IndustryEY proved to be a global influencer for LIKE.TG in the financial services industry in 2022. The firm created a risk offering that’s tightly integrated with LIKE.TG Financial Services Operations.Telco IndustryInfosys is one of our top partners to source and influence revenue on telco products across multiple major corporations around the world. The company built a telco offering that helps companies streamline their end-to-end operations.Healthcare IndustryUsing the LIKE.TG healthcare data model and the AI capabilities of the Now Platform, KPMG built a solution that creates great patient and employee experiences. This partner is transforming the way hospital systems and healthcare providers prioritize, schedule, and execute surgeries and other medical procedures.Manufacturing IndustryDeloitte continues to build new core functionalities centered on supply chain resilience, sustainability, and compliance monitoring. It successfully delivered a Connected Supply Chain Control Tower and Shop Floor Operational Technology Management offering at large automotive companies and tier 1 suppliers worldwide.Emerging IndustryServos created the first public sector offering launched in FY22 and the first offering to use the Public Sector Digital Services Industry Workflow SKU.TransformationKPMG used the power of our industry strategy to do some truly transformational work with clients. The company has built a solid foundation to continue to expand its capabilities across the Now Platform.OverallAnd the overall Partner of the Year Award goes to Accenture, which is redefining what partnership means and taking it to a whole new level. The company is a juggernaut that’s helped launch LIKE.TG into orbit. With Accenture, we’ve closed deals in nearly every segment of business across the globe.Congratulations to all the winners! I’m amazed at everything they accomplished in 2022 and can’t wait to see what they do in 2023.Find out more about our partner programs.
Meet the CreatorCon 2021 Hackathon winners
A mobile-friendly platform to attend virtual classes. A better way to stream interactive online events. A system that allows office employees to order and receive supplies from drones. These are among the best ideas to emerge from the Knowledge 2021 CreatorCon Hackathon, held May 8-9.The hackathon serves as a forum for coders to design and display innovative apps on the Now Platform that can solve real business problems.This year, more than 100 teams competed in the hackathon. LIKE.TG judges for the event—including a vice president of platform product management, senior product managers, staff engineers, and developer advocates—selected four finalists and the Grand Prize winner, as well as five targeted award winners. The Grand Prize-winning team received Oculus Quest 2 virtual reality headsets and Bose Bluetooth headphones.Let’s meet the winners:Grand Prize Best Mobile Experience appTeam: Hakuna MatataApp: Virtual UniversityThe coronavirus pandemic forced many universities and educational institutions to move to a 100% online format. The app creates a single, easy-to-use platform for students, teachers, and administrators to manage their workloads and interactions. Students, for example, can use mobile devices to register for classes, attend lectures, take quizzes, and communicate with their peers. Finalist Best Now Experience appTeam: Dev Without HatsApp: ObsequioEach year, medical errors cause 100,000 deaths and cost healthcare organizations up to $20 billion a year, according to the National Center for Biotechnology Information. Healthcare groups often struggle to document these errors effectively because many still rely on decentralized, paper-based systems that provides neither transparency nor confidentiality.This app creates a scalable, cloud-based system for desktop and mobile devices that allows users to report risk, safety, and compliance issues. Similar to an IT or HR help desk, the system generates a ticket and then assigns a risk assessment agent to examine the issue. The app also provides a dashboard for leaders to examine overall data and identify trends.Finalist Best app started from AESTeam: PhilGoesDeepApp: OBS Overlays with App Engine StudioHosting live online events is challenging as they traditionally require highly technical skills and solutions. This app allows people to more easily stream events, interact with audiences, and gain valuable, real-time analytics.FinalistTeam: Arnav SoloApp: SentimentNowIn today's world of social media, consumers aren’t shy about sharing their opinions regarding a company's product or service. Often, customers fill out surveys but companies don't receive that information in time to prevent customer service agents from repeating the same mistakes over and over.Using machine learning, this app helps companies monitor consumer interactions in real time and spot patterns that result in unhappy customers, such as lack of knowledge about a particular product or agent behavior that escalates disputes. Most compelling IntegrationHub spokeTeam: Team ScrantonicityApp: RAID (Request Automated In-office Delivery)Employees often waste time performing menial tasks rather than focusing their time and energy on creative and productive projects. With this app, workers can use the Amazon Alexa voice assistant to order office supplies or personal protective equipment such as masks and have a drone deliver those items right to their desk.Best use of Now IntelligenceTeam: LIKE.TG's Gaming DivisionApp: Virtua AgentThis team wanted to promote creativity and innovation in the workplace by demonstrating how existing technology can do much more than its original purpose. For example, many companies now use enterprise chatbots to assist employees who need IT help.This app transformed the chatbot into a type of digital game show host that can enable messages from one user to another, moderate Q&As, and assign roles to users that dynamically change.Congratulations to all the winners!Learn more about building apps on the Now Platform with Creator Workflows.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.
Meet the engineers of LIKE.TG India
Meet four engineers, with diverse backgrounds and areas of expertise, at different stages in their careers, driven by a singular passion: To work in a company where innovation isn’t an aspiration, it’s something you do and see every day. Whether that be a major app feature improvement, a challenging coding solution, or a way to streamline the QA process.When you feel you’re right where you want to be, collaborating alongside team members who share deep mutual respect and trust is when the magic of innovation happens. “The amount of trust that your organization puts on you, empowers you,” says Neha. Like it has empowered Sakshi to overcome her shyness and step up to host machine-learning training sessions for her peers. Like the energy and excitement Ashita feels leading a product development team when it comes together to take on a new challenge. Like starting your career at a company where you see no limits to what you can do and who you can be, for Apoorva. “Any level that I aspire to be, I have role models.”
Meet the Now Platform Vancouver release: GenAI, security, and agility
ChatGPT captured our collective imagination when it burst into the mainstream last year, setting off a hype cycle that hasn’t abated.The enterprise is where generative AI (GenAI) will become more than tech’s newest shiny object. GenAI is transforming the way we work, unlocking new efficiencies, driving productivity, and creating employee and customer experiences we never could have imagined.LIKE.TG is at the forefront of this transformation. As a company, we’ve been at this for a long time. AI is deeply embedded in the DNA of the Now Platform®, so it only makes sense for us to embrace GenAI in customer experience.Our three latest GenAI innovations—flow generation, Now Assist in Virtual Agent, and Now Assist for Field Service Management—represent an evolution of AI capabilities we’ve been building for years. This expansion, combined with the capabilities in the Now Platform Vancouver release, makes it clear that the promise of enterprise GenAI is not some distant future state. It's happening right now at companies across the globe.GenAI solutions to meet the momentI have the privilege of meeting with LIKE.TG customers all over the world, and one thing is universal: Customers are under pressure. In the face of continued macro turbulence, they’re being asked to do more with less. Their digital transformation mandates remain unchanged.Customers turn to us to drive efficiency, productivity, and agility. They need solutions that augment their workforce and spur experiences that delight customers and employees alike.LIKE.TG® GenAI solutions are designed to meet this moment. The GenAI capabilities in this latest release help unlock the potential of customers’ existing workforces and power experiences that were previously unimaginable.Flow generation, for example, accelerates workflow automation using GenAI to generate workflow blueprints. The new solution helps admins and developers convert plain text into low-code workflows, freeing them from building flow automation from scratch and speeding up development at scale. We’re deploying Now Assist, LIKE.TG’s GenAI experiences, in more workflows to provide even better customer experiences. Now Assist in Virtual Agent delivers a more natural, conversational chat experience for both customers and employees. The result is increased deflection rates, better self-service, and fast, more relevant support.With Now Assist for Field Service Management, customers can simplify data entry and summarize work orders. This is a game changer for technicians in the field.Customer-driven innovationFar from a magic bullet, GenAI must be strategically designed and deployed in the enterprise to deliver meaningful outcomes. That requires understanding your customers and their customers.That’s why customers are a critical part of the way we innovate. I see it as a partnership. Our customers’ job is to tell us how we can help solve their problems and to give us honest feedback. Our job is to listen and innovate on their behalf.This spirit of partnership is a major driver of AI Lighthouse, a first-of-its-kind program created alongside NVIDIA and Accenture to accelerate GenAI adoption in the enterprise. Global digital services leader Teleperformance recently joined AI Lighthouse to develop even more GenAI use cases.We also partnered with Cognizant to propel AI adoption across industries, and we joined forces with Deloitte to integrate GenAI capabilities with next-generation managed services. We’re letting customers in under the hood to collaborate on custom large language models, applications, and capabilities that put AI to work for them. A skills revolutionGenAI will be a force multiplier for the workforce, enhancing productivity and ushering in a new age of exponential performance. A new age requires new skills. LIKE.TG has committed to skill 1 million people on the Now Platform by the end of 2024 via RiseUp with LIKE.TG. We recently launched two Now Learning courses that help provide foundational skills for the GenAI revolution: Introduction to Generative AI is our crash course in GenAI fundamentals. This short, impactful program introduces key concepts about what GenAI is, how it works, and how it's changing industries and communities. It’s a perfect jumping-off point for beginners. Now Assist Essentials, for more advanced learners, teaches developers, implementers, and LIKE.TG administrators how to add GenAI into their workflows. The GenAI revolution is accelerating an existing trend. Instead of rigid job qualifications, skills are fast becoming the new workforce currency. LIKE.TG helps future-proof the workforce by focusing on building the right skills, including skills to be successful in a GenAI world.What excites me most about GenAI is that it’s no longer simply about the promise of the technology. It’s about the impact. With our GenAI expansion and the capabilities in the Vancouver release, it’s clearer than ever that enterprise GenAI is here to stay. Our customers can put AI to work today, not tomorrow.Find out more about GenAI experiences on the Now Platform.
Meet the Unidos at LIKE.TG employee belonging group
Every year from Sept. 15 through Oct. 15, Latinos and Latinas in the United States celebrate their rich cultures and heritages with the world as part of Hispanic Heritage Month.This year at LIKE.TG, we’re celebrating that and much more: a new employee belonging group name—Unidos at LIKE.TG, formerly Latinx at LIKE.TG. Group members came together to openly discuss their name. They collectively agreed Unidos, which means united, best represents Latino and Latina employees and their allies.The name change also prompted the rebranding of Hispanic Heritage Month to Unidos Heritage Month at ServiceNow.More than a nameThe Unidos Belonging Group has always created an inclusive space for members representing all Latin American countries and the vast range of languages spoken and cultures shared across the region.“To me, Unidos means connection,” says Jennifer B., director of diversity, equity, and inclusion at ServiceNow. Jennifer is a founding member of Unidos and led the belonging group as a global co-chair from 2020 to 2021.“I remember when I joined LIKE.TG, the first question I had was, ‘Where is my community?’ ‘Where are the people who I can relate to in terms of our common backgrounds and people who look like me?’” she says. These questions motivated Jennifer to take on a leadership role in creating the group.
Meet the winners of our inaugural Best Employee Portal Contest
As the leading employee experience platform provider, we at LIKE.TG felt it was time to recognize and share the creativity, methods, and results of our most advanced customers’ employee portals built on the Now Platform using Employee Center Professional. So, we kicked off the inaugural Best Employee Portal Contest and are excited to share the results.Why invest in employee experience?Customers invest in great employee experiences to realize dramatic employee engagement and productivity gains. A large U.S. bank, for example, saved $2.4 million in one year in employee productivity using Employee Center Pro for its MyTech IT portal.To enter the contest, customers had to submit a live employee portal. A panel of nine judges narrowed down the submissions based on portal strategy, user experience, and continuous improvement. The top 10 finalists were asked to submit a pitch video to explain what differentiated their portal strategy and how it made an impact on their organization.Portal submissions generally fit into three classes: Single-department service portals Multi-departmental, unified service portals Modern intranet portals Designs ranged from nearly out of the box to completely custom. Regardless of class, every finalist prioritized user experience research with employees, emphasized personalization with proactive targeted communications and content, and made decisions based on analytics and employee feedback for continuous improvement.Top employee portalsThe grand prize of $3,000 and a team trophy goes to Vertex Pharmaceuticals for its exceptional commitment to user experience (UX) research. During extensive UX research with employees, the company realized “one size fits none,” explains Kimberly Rose, executive director of people experience, analytics, and digital innovation at Vertex. In addition to personalized experiences, the company built Career Hub, Manager Hub, and new-hire “Go” experiences for employee journeys.“Career Hub resulted in increased manager effectiveness, internal mobility, talent retention, and multimillion-dollar cost avoidance,” says Patty Anand, senior director of enterprise systems at Vertex.Rocket Companies took the No. 2 spot. “We didn’t want a traditional intranet,” explains Chris Smith, director of internal communications at Rocket. “We wanted a digital workplace with powerful search, service workflows, flexibility, extensibility, and integrations.”Rocket Companies realized a tenfold increase in self-service rates after creating its modern intranet, RockWorld, using Employee Center Pro.Coming in third, Bristol Myers Squibb (BMS) created myBMS, a unified services portal for IT, HR, facilities, and other areas of the organization. BMS used mostly out-of-the-box standard features, such as news center, app launcher, microsites, and taxonomy. But the company tailored the experience and even developed a custom facilities site directory.“We’re respected and viewed as the central hub of information within our company,” says Ken Meisch, senior manager of workforce portal experience at BMS. “Value is recognized by the various groups partnering with the portal team to generate traffic and promote awareness for their projects and services.”Rounding out the contest finalists are these eight companies (listed alphabetically), as we had a tie for 10th place: Arrow Electronics Australia-based bank Baker Hughes NASCAR Paramount Stanford Health Care U.S.-based bank Visa Want to see and learn more?If you aspire to boost employee experience at your organization to increase engagement and productivity, see contest graphics and videos on the LIKE.TG community.Find out more about how LIKE.TG helps organizations create a unified employee experience.
Meet Tom Hannigan, president of Americas at LIKE.TG
At LIKE.TG, our work makes the world work. Tom Hannigan, newly appointed president of the Americas region, knows this better than most. We sat down with Tom to learn more about him, his vision for the role, and what it means for customers.Tell us about yourself.I’ve been happily married to my wife, Meredith, for 26 years. I’m a dad to two wonderful daughters, proud Bostonian, and New England Patriots season ticket holder. Friends and family mean everything. I also love to spend time at Cape Cod and outdoors playing golf.Professionally, I spent 23 years at EMC before joining ServiceNow. I started my career there in inside sales, moved to various managerial roles, and eventually led the commercial business in the east region.Nine years ago, I was asked to bring that expertise to help establish the commercial team here at ServiceNow. I’ve been lucky enough to see my career shift and grow in that time, most recently overseeing the enterprise east and U.S. commercial businesses. I couldn’t be more thrilled to now lead the Americas, the largest region in our global sales organization.Why do you stay at LIKE.TG?There are too many reasons to count. First and foremost, I stay for the people. I’m surrounded by the best of the best. The supportive, genuine culture we’ve developed on this team is one I’ve never experienced before.The opportunity for career development is unparalleled. In the last nine years, I’ve seen firsthand how hard work translates to career growth. This is my fifth role in that time. I’ve been able to take on more with each role change, and it all prepared me for this exciting new challenge.We’re also positioned perfectly as a company. We’re here at a really unique time in the world, driving positive change with end-to-end digital transformation for our customers. We’re accelerating productivity. We’re breaking down silos. We’re improving experiences.The Now Platform Vancouver release, which combines automation with powerful generative AI capabilities, does all this and more. Our brand promise to make the world work better for everyone is more relevant than ever.In my view, we’re only in the early innings. I can’t wait to see what’s next for our customers, partners, and team. What excites you most about this role?The people. Working with our customers, our partners, and the entire Americas sales team in this new capacity is a dream come true. This role allows me to connect with and learn from the LIKE.TG community on a larger scale.I was also lucky enough to inherit a world-class leadership team when I accepted this role, and I truly believe we have the right people at the helm. Together, with our partners, we’ll take the best of what we’re already doing for our customers and bring more digital transformations to life.What are your priorities in this new role?Customer success is No. 1. Success doesn’t come without building long-term relationships focused on understanding our customers’ needs and mobilizing all available resources across LIKE.TG in support of those needs.Our partner community, for example, is fundamental to that success. When we invest in our partners, we invest in our customers. Creating great experiences for our entire LIKE.TG community is critical.It’s important we meet our customers where they are, but we’re also watching where the world is going and making sure we’re helping them remain at the forefront. They trust us to partner with them on their digital transformation journey. We don’t take that lightly.We’ll also continue to focus on our people. Elevating and developing our talent is incredibly important to me. As we develop more rigor and scale the business, we create more roles and opportunities for our team members. That’s invigorating.What’s your leadership philosophy?One of LIKE.TG’s values is stay hungry and humble. This mantra has been a North Star throughout my career, and I believe it’s why I’ve been successful in creating high-performing teams that love what they do. Helping others energizes me. I’m lucky I get to do this every day with customers and team members.I’m also a big believer in working hard and having fun. If you can’t do both, it’s not worth doing. Our Americas team is really good at both.Find out more about how LIKE.TG makes the world work for everyone.
Meet Veena: The unique opportunity of the EMEA Solution Consulting Academy
I passionately believe that you can make an impact every day. The moment you turn off your alarm and you start work, you’re a leader - this is what I tell my Associate Solution Consultants.That’s why 14 months ago, I set up the Solution Consulting (SC) Academy in Europe, Middle East and Africa (EMEA). The Academy provides an opportunity for the best and the brightest talent to collaborate with SC leaders across the business and become our experts and leaders of the future. We have such a huge demand from our customers and partners for people who are not only technical experts on LIKE.TG’s solutions but can also translate the power of our platform into real customer outcomes. The Academy helps us bridge this gap by scaling organically and developing talent who are trained by our LIKE.TG family. Since the Academy launched in EMEA, we’ve already grown the number of program participants by 33% and added more countries to the mix.LIKE.TG’s SC Academy is unique. As part of the Academy, Associate SCs are rotated through three months of intense training on LIKE.TG’s technology, as well as presentation and communication skills. The feedback from Associates is that the value management training really helps them to lead conversations with our customers about how the Now Platform can solve challenges they face. They also shared that the training they get from the Academy is extensive, especially in the presales area. These are some of the main reasons why Associates are attracted to the program, in addition to LIKE.TG’s compelling purpose and commitment to diversity, inclusion, and belonging.For the Academy, we look for talent with a growth mindset who are hungry to learn, innovative, and thrive in a fast-paced environment. Yet the Academy also offers an opportunity to be mentored at every level of the organization. Last year’s Associates voluntarily started to mentor this year’s Associates – an initiative that they took on themselves. Associates are also offered the opportunity to hear from leaders across the SC organization about how to be successful in the role and the opportunities ahead. Our Associate SCs are always amazed at how easy it is to reach out to these leaders and how much it is encouraged. It’s fantastic to see people across the SC organization teaching each other and collaborating to win as a team, which is why we get so many teams across LIKE.TG asking if they can hire the Associates into their teams. After three months of valuable training, associates move into the Demo Center where they can demo the broad portfolio of workflow solutions we offer to customers from every level of the organization. You can’t demo something you don’t understand so it’s a great opportunity to become an expert on LIKE.TG’s platform and work so closely with LIKE.TG’s inspiring customers. After our Associates graduate from the Academy, they are promoted into a customer-facing role in the SC organization.Building high-performance teams has always been my passion. I believe that everybody has the potential to excel and if I can help someone to achieve their potential, that’s amazing. I’m so excited to see where we take the SC Academy next. We’re just getting started!
Meeting Recordings app: Overcome Zoom fatigue and FOMO
We’re beginning to see light at the end of the COVID-19 tunnel, and companies are rolling out their plans to return to the workplace. For those of us in business resilience (aka business continuity, incident management, or crisis management), it’s game on. However, the game has changed.Business resilience has traditionally been operationally focused—on site security, utilities, fire safety, natural disasters, and the like. In a post-COVID world, resilience is personal. Anyone who enters our doors and becomes infected could trigger a potential crisis. Resiliency plans must address that scenario.Return to the workplace is about far more than getting butts in seats (frankly, the easy part). It’s about helping to ensure the safety of everyone in the entire ecosystem. To do that, we must up-level our resilience programs, because future risks are likely to be at least as complex and disruptive as in 2020.There’s another, equally important reason to embrace resilience: The future of work itself is being reimagined. Nobody fully knows what it will look like. We have the opportunity—and the mandate—to help shape that future.Let me offer four steps business resilience teams can take to help enable a successful return to work in 2021 and beyond:1. Build a culture of resilienceMost return-to-the-workplace efforts will be focused on people and places and heavily driven by the human resources, workplace, and/or strategy organizations. To be a trusted partner for the business, be sure to engage all functions in the process.Establishing a culture of resilience will support an organic transition from crisis response mode to strategy mode and create a resilience framework for the future of work.It’s also critical that we integrate what we’ve learned from the pandemic into our culture of resilience. One of the biggest lessons at LIKE.TG is that if you digitize your workflows—as we have using our Now Platform®—location clustering isn’t required for individual productivity or operational efficiency. This insight gives us more options as we map out what work will look like post-COVID-19. 2. Increase program visibilityWhen a resilience program is working as intended, nobody knows about it. On one level that’s how it should be. But be sure your leadership knows how your program supports the return to work, and how you’ll provide continuous resilience support going forward. Active leadership support is essential, both operationally and culturally.The best way to keep senior leadership up to date is through dashboards that let them see the state of response for any future event and health of the program. These dashboards can be easily built on top of a business continuity tool such as LIKE.TG® Business Continuity Management (BCM), where you house all your program-related details.3. Assure your employees, customers, and vendorsUnlike personal safety guidelines, employee outreach needs to be very high-touch. Regular updates, safety protocols, and resources are essential for providing peace of mind and a productive work environment. At LIKE.TG, we use the Now Platform and Now Mobile app to facilitate outreach and information sharing.Providing seamless service to customers is a must—not just to fulfil contractual obligations, but also to build relationships based on trust. After all, as we’re working toward our own business continuity, our customers are doing the same and need to understand our resilience posture.Vendors, too, need to be comfortable with our plans, just as we need to understand theirs.4. Digitize your programDigitizing program workflows will provide the speed, agility, and real-time visibility needed to respond quickly when crises occur. Digitization will also enable your program to scale with company growth.There’s another key benefit: mobility. When a disruptive event occurs, you may not be near your plans or tools. A mobile app gives you access from any location and virtually any device. As noted above, we’re taking full advantage of mobility in our outreach to employees before, during, and after return to the workplace.And remember this formula in your post-pandemic workforce planning: distributed work + digitized workflows = increased productivity, efficiency, and resilience. Keep learningAs the saying goes: Never let a good crisis go to waste. Whether it’s a pandemic, an office closure, or another event, there are things to be learned that can improve the responsiveness and effectiveness of your resiliency program.For example, the pandemic taught us that if you digitize your workflows, where employees are located doesn’t impact their productivity—and we can factor that into our future decisions.At LIKE.TG, that also means incorporating new technologies and tools. Risks don’t stand still; neither should we. We expect to migrate to our new Business Continuity Management app in Q3 of this year, and we look forward to the added capabilities it will bring.Resilience must be a priority, not an afterthought. If we can create a culture of resilience, build resiliency into all we do, and digitize workflows for speed and scale, we won’t just be optimally prepared. We’ll also help shape the future of work.Watch our webinar to learn how LIKE.TG is ensuring its own safe return to the workplace.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.
Memorable employee experiences start with bespoke onboarding
In 2019 LIKE.TG launched its Next Gen Program with the hope of addressing the challenge of a limited talent pool in the IT sector. The program is designed to improve career opportunities and open the doors for everyone to participate in the digital economy.A core pillar of the Next Gen Program is working with universities and graduates to accelerate their entry into the world of work. The feedback has been extremely positive, and it’s encouraged us to go one step further. After assessing the needs of an individual partner organisation, identifying its specific requirements and any skills gaps, we then build these requirements into a bespoke training programme, where learners are empowered to succeed in practice.An example of this best practice in action is our collaboration with Do IT Wise (Bulgaria), a LIKE.TG Elite Partner.Transforming the onboarding processThe unique, joint initiative is designed to fast-track and enhance the process of graduate onboarding at Do IT Wise, in response to a challenge set for us by founder and CEO Idan Harel:“LIKE.TG client implementations are a fast-growing part of our business, resulting in an ever-increasing demand for talent that is ready to hit the ground running,” Harel says. “We work closely with local universities to attract the best graduates, but our onboarding process takes about six months and requires a huge investment of time, making it difficult to scale.”With the support and input of Idan’s team, we’ve created an accelerated learning experience that minimises the ramp up time required for new recruits to start working with the Now Platform®.The seven-week online program immerses learners into real-life scenarios that cover the entire software development lifecycle on the Now Platform, from specifications, through to design and development. Additional modules also arm participants with essential IT consultancy skills.Delivered jointly by LIKE.TG and Do IT Wise experts, we’ve seen how effective the initiative has been for both Do IT Wise and its recruits. The curriculum builds on participants’ existing knowledge and adds the technical and soft skills required to join live projects immediately upon completion. It has cut the Do IT Wise onboarding process from six months to seven weeks.The impact extends beyond cutting down onboarding time, however. By accelerating the learning approach and introducing hands-on experience with live projects, we’ve armed fresh talent with new knowledge and practical skills that are relevant from the start of their employment.When I was reflecting on the outcomes with Idan Harel , he emphasised how important our collaborative approach has been: “I’ve not come across any other vendor investing such an unprecedented level of time and resource into a tailored training initiative that addresses a partner’s challenge. Our recruits not only gain knowledge and practical skills but are guided to think out of the box. That’s driving innovative application ideas internally.”Employee engagement from day oneStreamlining processes and unlocking productivity is just one part of this story. Idan and his team tell me that the onboarding experience has dramatically improved, with new recruits feeling like members of the team from day one, fully engaged and empowered to do their best work.Zdravko Verguilov, one of the participants, talked to me about his experience recently: “Taking part has enabled me to be a better programmer, a better team player and a valuable employee right from the start. The opportunity to discuss my thoughts and ideas with LIKE.TG experts has been invaluable, allowing me to use out-of-the-box functionalities to deliver new features faster and to a higher standard.”That team aspect is worth emphasizing here. It has indeed been a collaborative journey by LIKE.TG and Do IT Wise, with experts from both organisations acting as one single team and pursuing a shared vision of highly engaged employees.A scalable training initiativeLooking ahead, Do IT Wise aims to expand its internal pool of instructors and scale up future iterations of their bespoke Next Gen program to include a larger number of new recruits, with support from ServiceNow.
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