The LIKE.TG platform in action: Empowering education in Africa
Bianca K. is a firm believer in the transformative power of education. Since childhood, she’s been motivated to grow and better her life through learning. A few years ago, with grit and determination, she graduated summa cum laude from the University of the Western Cape near Cape Town, South Africa, while working full time to support herself and her family.The CEO of Quintica, a LIKE.TG Elite Partner with headquarters in South Africa, took notice of Bianca’s achievements on LinkedIn and invited her to apply for an internship through the LIKE.TG NextGen Professionals program. Designed to empower underrepresented groups, the program helps participants RiseUp with LIKE.TG and land jobs through experience-driven skills programs and mentoring.Bianca jumped at the opportunity, which led to her securing a position at Quintica. Today, she continues accelerating her career on a variety of projects there as a LIKE.TG associate technical consultant. An enriching experienceAt Quintica, Bianca is a key leader in the deployment of the LIKE.TG platform with Dignitas, a Nairobi-based nonprofit organization that empowers young learners. Driven by her lifelong appreciation of the importance and power of education, Bianca maintains a connection to the cause—despite the geographical distance between Kenya and South Africa, where she lives and works.“This entire experience has been enriching,” Bianca says, “from learning about the important role Dignitas is playing in the lives of young students across Kenya to tailoring the LIKE.TG platform to meet a nonprofit organization’s needs. These are memories and skills I’ll carry forward.”Customer-first collaborationMonths of collaboration laid the foundation for the work being done to support Dignitas. In 2023, LIKE.TG partnered with Team4Tech, a nonprofit impact accelerator for digital equity in education, for a skilled volunteering cohort.LIKE.TG employees were matched with Dignitas employees to design a community engagement solution for a single system to keep thousands of teachers connected to each other and to ongoing resources. Dignitas selected the LIKE.TG Communities solution, and the volunteers provided additional support for an in-kind donation.“It all started with a pilot program to identify skilled volunteering opportunities in support of our in-kind donations program,” explains Alan N., senior manager of in-kind donations at ServiceNow.“As a tech company,” he adds, “we have a unique opportunity to do a great deal of good by helping nonprofits access technology to amplify their impact. Being able to leverage the skills of our employees and partners to support these organizations makes that opportunity even more tremendous.” Daria N., program director at Team4Tech, facilitated live, collaborative meetings between Dignitas and LIKE.TG, guiding participants through leadership training and a human-centered design process. “The entire process was incredible,” she says. “LIKE.TG’s volunteers brought a customer-first mindset to the table.”They also brought empathy. “They listened to what the needs were in this under-resourced community in Kenya, and they got to work on the solutions,” she adds.“Learning about the resilience of the people of Kenya and the work Dignitas is doing to address gaps in digital literacy and provide access to technology and educational opportunities was quite eye-opening,” says Wesley G., senior technical consultant at ServiceNow. “The entire process was incredibly rewarding, especially being able to present our proposed solutions.”Cultivating communityDignitas is hopeful for the future. "The time, energy, and expertise invested in this process will help ensure the platform supports teachers and impacts classrooms in ways that transform learning for some of the world's most marginalized children,” says Deborah K., Dignitas CEO. “We are very excited to roll out the solution and begin testing it with our communities. Thank you, LIKE.TG, Team4Tech, and Quintica!”Everyone involved in the project found it gratifying. “We learned so much about Africa and even confronted some of our own unconscious biases or assumptions about what we thought we knew about the peoples and cultures of Africa,” says Rae Ann P., senior engagement manager at ServiceNow.“Serendipitously, the LIKE.TG platform solution that is being configured for Dignitas is named ‘Community,’ and that’s truly what all of this is about at the end of the day,” she adds.Find out more about how LIKE.TG helps nonprofits do better business and more good. Join us to make a difference as we make the world work better for everyone. Explore LIKE.TG careers.
The new customer-centric customer service model
The new customer-centric customer service model—it’s all about resolving customer issues not efficiency and savingsAre your customer service strategies shifting to align with enterprise digital transformation efforts across the business? If you’re still measuring customer service success based on how efficient and cheap it is to meet the needs of your customers, the answer likely is no.In part two of our series on how customer service is evolving, we presented findings from ThinkJar founder Esteban Kolsky, who tracks trends in an annual customer research project. Esteban indicates that there are six critical trends fueling customer service modernization: budgeting, spending priorities, technology adoption, data, channels, and cloud and platform ecosystems (to explore these trends in detail, you can read the entire white paper, Six Transformational Customer Trends).Today, we’re going to explore a new customer-centric customer service model taking center stage thanks to the impact of these transformational trends. This model focuses on customer service effectiveness instead of efficiency where customer service is treated solely as a cost center. According to Esteban, customers want accurate, fast, and simple answers to their questions or resolutions to their problems. They don’t really care about a company’s customer service costs and whether customer service providers are more productive, which are the metrics organizations have traditionally used to gauge operational excellence.So how do you begin to evolve customer service to truly address customer requirements to retain—and gain—new business, while also calibrating with enterprise-wide digital transformation?Building a model of customer service effectivenessEsteban suggests that this new model of customer service operational excellence is built around five tenets: outcomes-first, customer-centricity, data-driven, automation-focused, and ecosystem-based. The recent rapid and successful adoptions of chatbots, self-service, and artificial intelligence are deeply aligned with these trends. The focus on customers and outcomes, leveraging cloud and ecosystems, and a deeper understanding of how data improves customer service are all aligned with the corporate initiatives for digital and business transformation.In addition to these five areas there is one important underlying concept: work collaboratively with customers (and other stakeholders) to co-create value at each interaction, with the long-term goal of achieving engagement.The objective for this new model of customer service is to change from doing more with less (company-centric efficiency and cost-cutting) to doing better with more (customer-centric effectiveness and value co-creation). Ultimately, as your customer service budget shifts and grows, you and other customer service practitioners on your team will be more empowered to support digital transformation.Coming up tomorrow in the final post of our four-part series, we’re going to highlight the steps you can take to embrace this new customer-centric model of customer service in your organization and translate it into real business value.You can also get a more complete picture of the new customer service model by checking out ThinkJar’s publication: Customer Service 2019-2024: a Framework to Adopt the New Model of Operational Excellence for Your Service Team and hear more about what Esteban had to say on the topic in this in this webinar.In the Customer Service is Digitally Transforming – Series, you'll find the following posts:Part 1 - Customer service is digitally transforming—Are you ready?Part 2 - Six trends driving customer servicePart 3 - The new customer-centric customer service modelPart 4 - How to translate CSM trends to business value
The new world of hybrid work in Australia and New Zealand
Nathalie Tousignant, director of ITSM product management, co-wrote this blog.For decades, work was a place we went, where colleagues gathered in person for meetings, problem-solving, and chats over coffee. Then, the COVID-19 pandemic hit, and the way we thought about work changed overnight.Many tried to fit the processes of traditional in-person work into a virtual setting. The result? Overloaded manual processes failed, HR and IT support requests drastically increased, and unnecessary costs rose.Despite those challenges, hybrid work is becoming a reality for many of us today. According to PwC Australia, 74% of employees desire a mix of in-person and virtual working. As we prepare for this new world of work, our perceptions need to change.The platform employees use every day also needs to adapt to this changing environment to support collaboration, productivity, inclusiveness, and employee satisfaction from any location. LIKE.TG workflows and Microsoft Teams make this possible.The changing role of the officeWork is now defined by what you do rather than where you do it. In the world of hybrid work, the office still plays an important role as a hub available for collaboration and group work. However, it’s only one piece of the hybrid landscape, not the defining factor it once was.Organizations are using what has happened over the last year as a catalyst to accelerate the transformation of how we work and the role of the office. At-home and in-office employees need to feel they’re on an equal playing field—that they have an equal voice in meetings and equal access to support and knowledge sharing.Leaders must learn to balance two fundamentally distinct ways of working, and employees must continue to adapt as well. Collaboration and support are more important than ever before, so having the right tools is crucial to business success.Supporting employees in the hybrid worldAmid the transition to a new way of working, we’ve seen a shift in work patterns. Employees are no longer confined to the standard 9-to-5 traditional workday—and support has had to adapt accordingly.As working hours change and expand, support must now be available on demand for employees whenever they need it. But that doesn’t have to mean an increase in costs. LIKE.TG and Microsoft provide a seamless, transformative experience for employees and support teams alike across LIKE.TG workflows and Microsoft Teams. Employees are empowered to: Self-serve and resolve issues quickly from home or in the office. Get support and gain visibility from anywhere within the familiar and convenient Microsoft Teams environment. Get answers to frequently asked questions such as, “When will my benefits kick in?” with AI-powered chat and Predictive Intelligence. Initiate a video call with a live agent for more urgent issues, directly in Microsoft Teams. Collaborate seamlessly on critical issues when time is of the essence. HR and IT teams see the benefits as well. Using AI and machine learning to fully automate whole workloads for HR and IT frees workers to focus on more strategic tasks. This type of automation saves organizations from having to hire additional support staff and from encountering disruptions in manual processes, ultimately reducing back-end costs. At the same time, employees gain a better, more consistent level of service.Driving collaboration for hybrid workHuman-to-human interaction is imperative to our well-being. When physical distances are great, effective collaboration becomes more challenging, but it’s not impossible.Through a conversational experience powered by natural language understanding (NLU), the Now Platform® and Microsoft Teams enable collaboration from anywhere. From day-to-day interactions with co-workers to solving technical issues, always-on Virtual Agent is available anytime.Instead of traditional, manual processes and support desks, Virtual Agent simulates an in-person experience while increasing employee productivity. Employees and managers can take action on notifications such as approvals and update the status of a case. Agents can initiate meetings within Teams to resolve major incidents.More than just a tool for chatting, Microsoft Teams is the hub for all employee interaction.Learn more about how LIKE.TG digital workflows and Microsoft Teams are making hybrid work, work for you in our ebook.
The payoffs of Agile project management
The concept of project management isn’t new, but project management is in the spotlight today. Why? Organizations everywhere face enormous pressure to consistently identify, develop, and launch the right solutions, products, or services to address market realities and enable digital transformation.A key factor to success is using the right delivery methodology and, increasingly, the answer is Agile.What is Agile?The Agile method for efficient continuous software delivery was conceived in 2001 as a way to transform software development. The Agile Manifesto states: Individuals and interactions over processes and tools Working software over comprehensive documentation Customer collaboration over contract negotiation Responding to change over following a plan Agile swiftly became a popular way of delivering software because it enabled teams to start building quickly based on what customers described. The method also supported continuous customer feedback: With each iteration, the solution evolved into something that more closely met customers’ needs until the project could be considered complete.Agile yields resultsAgile has detractors but, over the last 20 years, it has evolved and continually delivered results. Today, Agile is not only used in software development, but its principles are also: Applied across the business outside of IT Embraced by most organizations Recognized by professional project management bodies There are many different Agile software development methods, but the most popular is Scrum. Scrum is a framework for developing, delivering, and sustaining products with an initial emphasis on software development—although it’s been used in other fields, including research, sales, marketing, and advanced technologies.Scrum uses small-scale Agile teams as the building blocks of success and is designed to grow with organizations.Applying Agile across the enterpriseThere are a number of models to help organizations apply Agile principles beyond software development to the more strategic layers of their business. One of the most popular is the Scaled Agile Framework, or SAFe.Think of it as a series of processes and workflows that allow Agile principles to be applied for various enterprise operations. Each of those workflows can operate independently, but they also integrate together to form an entire enterprise management approach.Like Scrum, SAFe uses small-scale Agile teams. And, its modular nature enables organizations to evolve toward the SAFe ideal rather than having to commit to a “big bang” implementation.Why Agile mattersThe pace of business continues to accelerate due to shifting customer demand, emerging technologies, and increasingly global competition. To be successful, organizations like yours need to become more flexible at everything from investment management and organizational planning to project selection and organizational change.Businesses need to consistently deliver the right solutions to address these challenges. Adopting Agile concepts at enterprise and team levels can make it easier to adapt to changing circumstances and result in better solutions.Explore Agile project management in more detail in our ebook, Agile at scale 101. You can also subscribe to our Enterprise Agility podcast.
The Power of AI and How Microsoft’s Supercomputer is Paving the Way
As an AI enthusiast, I have always been fascinated by the power of computers with AI. The ability of machines to learn, adapt and perform complex tasks has revolutionized many industries, from healthcare to finance, education, and entertainment. But what is the future of AI, and how will it impact our world? In this article, I will explore the history, current state, and potential applications of AI, with a focus on Microsoft’s supercomputer and its collaboration with the MET Office to build a new generation of weather forecasting models.Introduction to AI and SupercomputersArtificial intelligence (AI) is a branch of computer science that deals with the development of algorithms and systems that can perform tasks requiring human-like intelligence, such as perception, reasoning, learning, and decision making. AI has been around for decades, but recent advancements in machine learning, deep learning, and natural language processing have opened up new possibilities for automation, optimization, and innovation.A supercomputer is a type of computer that has many processors, memory, and storage resources, allowing it to perform complex calculations and data analysis tasks at a much higher speed and scale than regular computers. Supercomputers are used in various fields, such as science, engineering, finance, and defense, to simulate and model complex phenomena, solve optimization problems, and process large amounts of data.The History of Computers with AIThe history of AI can be traced back to the mid-20th century, when researchers started exploring the idea of creating machines that could reason and learn like humans. One of the first AI systems was the Logic Theorist, developed by Allen Newell and Herbert Simon in 1956, which could prove mathematical theorems using symbolic logic. Another milestone was the General Problem Solver, created by J. C. Shaw and Herbert Simon in 1957, which could solve various problems using heuristic search and rule-based reasoning.In the 1960s and 1970s, AI research focused on expert systems, which were designed to mimic the knowledge and reasoning of human experts in specific domains, such as medicine, law, and finance. One of the most famous expert systems was MYCIN, developed by Edward Shortliffe in 1974, which could diagnose bacterial infections and recommend treatments based on the patient’s symptoms and medical history.In the following decades, AI research shifted towards machine learning, which involves training algorithms on large datasets to recognize patterns, classify objects, and make predictions. This approach has led to breakthroughs in computer vision, natural language processing, and speech recognition, enabling machines to perform tasks that were once thought to be exclusively human.The Current State of AI and its Impact on SocietyToday, AI is everywhere, from voice assistants like Siri and Alexa to self-driving cars, personalized advertising, and fraud detection. AI is also transforming industries such as healthcare, where it is used to diagnose diseases, develop new drugs, and improve patient outcomes. In finance, AI is used for fraud detection, risk management, and algorithmic trading. In education, AI is used for personalized learning, adaptive assessment, and intelligent tutoring.However, AI is not without its challenges and limitations. One of the main challenges is the bias and discrimination that can be introduced by AI systems, which are trained on biased data and can perpetuate and amplify existing inequalities. Another challenge is the ethical and legal implications of AI, such as privacy, transparency, and accountability. As AI becomes more pervasive and powerful, it is important to ensure that it is developed and used in a responsible and ethical way.What is a Supercomputer and How does it Differ from a Regular Computer?A supercomputer is a specialized type of computer that is designed to perform large-scale computations and simulations, are typically used for scientific and engineering applications that require high performance and accuracy, such as climate modeling, astrophysics, and quantum mechanics. Supercomputers are also used for data-intensive tasks such as big data analytics, machine learning, and artificial intelligence.Supercomputers differ from regular computers in several ways. First, supercomputers have a much higher processing power, measured in floating-point operations per second (FLOPS), than regular computers.Supercomputers can perform billions or even trillions of calculations per second, whereas regular computers can only perform millions. Second, supercomputers have a larger memory and storage capacity, allowing them to process and store massive datasets. Third, supercomputers are often specialized for specific tasks, such as weather forecasting or genome sequencing, whereas regular computers are general-purpose and can perform various tasks.Microsoft’s Announcement to Build a Supercomputer for AIIn May 2020, Microsoft announced that it would build a new supercomputer for AI research, in collaboration with OpenAI, a leading AI research organization. The supercomputer, named Azure AI, is one of the top five most powerful supercomputers in the world, with a processing power of 285 petaflops, or 285 million billion calculations per second. Azure AI is designed to train and run large-scale AI models, such as natural language processing and computer vision, that require massive amounts of computing power and data.The collaboration between Microsoft and OpenAI is aimed at advancing AI research and development, and addressing some of the key challenges and opportunities of AI, such as data privacy, energy efficiency, and ethical considerations. Azure AI is also expected to support various applications of AI, such as autonomous vehicles, personalized medicine, and smart cities.The MET Office and Microsoft’s Collaboration to Build a Supercomputer for Weather ForecastingIn addition to the collaboration with OpenAI, Microsoft has also partnered with the MET Office, the UK’s national weather service, to build a new supercomputer for weather forecasting. The supercomputer, named the Cray XC50, is the most powerful weather and climate supercomputer in the world, with a processing power of 23.5 petaflops.The Cray XC50 is designed to run sophisticated weather and climate models, that can predict the weather up to 15 days in advance, as well as simulate the impacts of climate change on different regions and sectors.The collaboration between the MET Office and Microsoft is aimed at improving the accuracy and reliability of weather forecasts, and providing more detailed and timely information to the public and decision-makers.The Cray XC50 is also expected to support research on climate change and its impacts, and help develop strategies and policies to mitigate and adapt to climate change.The Potential Benefits and Applications of Microsoft’s SupercomputerThe potential benefits and applications of Microsoft’s supercomputer are numerous and diverse. Some of the key benefits include:Improved accuracy and speed of AI models, which can lead to better decision-making, efficiency, and innovation in various industries, such as healthcare, finance, and manufacturing.Faster and more detailed weather and climate forecasts, which can help mitigate the impacts of extreme weather events and support adaptation and resilience measures.Enhanced research and development in AI, climate science, and other fields, which can lead to new discoveries, technologies, and solutions to global challenges.Some of the key applications of Microsoft’s supercomputer include:Natural language processing and speech recognition, for applications such as chatbots, voice assistants, and language translation.Computer vision and image recognition, for applications such as autonomous vehicles, facial recognition, and quality control.Climate modeling and simulation, for applications such as climate prediction, risk assessment, and policy evaluation.Drug discovery and personalized medicine, for applications such as drug design, clinical trials, and precision medicine.The Ethical Implications of AI and SupercomputersAs AI and supercomputers become more powerful and pervasive, it is important to consider their ethical and societal implications. Some of the key ethical issues include:Bias and discrimination, which can be introduced by AI systems that are trained on biased data and can perpetuate and amplify existing inequalities.Privacy and security, which can be compromised by AI systems that collect, process, and store personal data without consent or protection.Transparency and accountability, which can be challenging in AI systems that are opaque, complex, and difficult to audit or explain.Employment and labor impacts, which can be significant in industries that are automated or augmented by AI, and can lead to job displacement, skill gaps, and income inequality.To address these ethical issues, it is important to develop and implement ethical frameworks, guidelines, and standards for AI and supercomputers, that take into account the diverse perspectives, values, and interests of stakeholders, such as users, developers, regulators, and civil society.The Future of AI and SupercomputersThe future of AI and supercomputers is both exciting and challenging. On the one hand, AI and supercomputers have the potential to transform many aspects of our lives, from healthcare to climate change, and enable new forms of creativity, productivity, and well-being. On the other hand, AI and supercomputers also pose significant risks and uncertainties, such as job displacement, inequality, and unintended consequences.To realize the full potential of AI and supercomputers, it is important to pursue a human-centered and responsible approach, that values human dignity, rights, and welfare, and addresses the ethical, legal, and social implications of AI and supercomputers. This approach requires collaboration and engagement among diverse stakeholders, such as governments, industry, academia, and civil society, and a commitment to transparency, accountability, and participation.Conclusion and Final ThoughtsIn conclusion, AI and supercomputers are powerful tools that can help us tackle some of the most pressing challenges of our time, from climate change to healthcare. Microsoft’s supercomputer, in collaboration with OpenAI and the MET Office, represents a significant step forward in AI research and development, and has the potential to unlock new opportunities and benefits for society.However, it is important to recognize that AI and supercomputers also present significant ethical and societal challenges, that require careful consideration and action. By taking a human-centered and responsible approach to AI and supercomputers, we can harness their power for the greater good, and build a more inclusive, sustainable, and prosperous future.REMEMBER !!!You can download our available apps for translating and learning languages correctly available for free on googleplay and applestores.Do not hesitate to visit our LIKE.TG website and contact us with any questions or problems you may have, and of course, take a look at any of our blog articles.
The Power Of Partners; Because A Platform Alone Is Not Enough
As LIKE.TG President and CEO John Donahoe has said, if all you have is ‘just’ a software platform, then that’s not enough to bring about digital transformation in real terms.For our customers now looking to take their businesses forward and reap the benefits of digital workflows, partners play an essential role in helping to re-engineer processes and ensure any given implementation is carried out in a high-quality manner.This integral role of our partners was highlighted at this year’s LIKE.TG EMEA Partner Summit 2019 in Barcelona, which kicked off with an opening address delivered by Ankush Korla in his interim role as Area Vice President Alliances and Channel EMEA.EMEA accelerationAnkush set the scene by talking about the acceleration the EMEA region is experiencing in terms of growth—a positive trend driven directly by the work of LIKE.TG partners in this region.I had the pleasure to present my take on the LIKE.TG strategy, which is aligned to hit $1 billion worth of business in the EMEA region by financial year 2020.While this target is no small mountain to climb, forming more strategic relationships with customers and partners is a critical part of this journey. In fact, it is strategic partnerships, over and above purely technical partnerships, that are a key method for building deep, collaborative working practices—and this is central to our plan for the EMEA market.As we move forward, we want to be more than just a ‘hot’ company that is popular in Silicon Valley—we want to be a great company that invests in our people and our partners, and really drives customer success.Customer success as a philosophy and mindsetWhat that really means is, when a customer signs, that’s not the end of the business relationship, it’s really just the beginning.As our SVP for Customer Outcomes, Jimmy Fitzgerald, explained in his keynote: “Customer success is a way of life, a philosophy and a mindset that shows we understand where the ‘true north’ of every customer really is. We need to understand what each customer is really trying to achieve at the start.”Where customers are struggling to articulate the business case for their software investments, it is LIKE.TG’s responsibility to help clarify, define and deliver that business case.Customer success cannot be delivered without partner success and Jimmy highlighted the three pillars around which LIKE.TG is working to support partners: All partners must have the confidence that LIKE.TG will continue to grow so that they themselves have a larger addressable market to target for the future. LIKE.TG is focused on giving partners the tools to be able to become more prescriptive with customers. LIKE.TG is working hard to make sure that all partners have the right strategic engagement model in order to be able to grasp the maximum number of market opportunities. The four principles for ecosystem transformationDay two of the Partner Summit started with a presentation delivered by David Parsons, Senior Vice President of Global Alliances and Channel Ecosystem at ServiceNow.Looking ahead, David detailed our precise formula for partner development across a division that will now be known as ACE, standing for Alliances Channel Ecosystem. The four tenets that underpin ACE are Simplification, Predictability, Trust and Accountability.Prescriptive guidance for outcomesMargreet Brenkman, Senior Director for Customer Success EMEA at LIKE.TG, continued with the importance of partners becoming more prescriptive with customers.She guided our partners on the four aspects of success that LIKE.TG customers exhibit: State and measure business goals – customers that can express what they want to achieve are generally more successful. Actively lead your transformation – it’s a journey and change needs to be driven throughout the organisation. Get your LIKE.TG technology foundations right – LIKE.TG’s best customers align to the LIKE.TG roadmap and plan upgrades regularly. Create user excitement and drive adoption – every user needs to think about how their experience will improve. Just as important as the keynotes and formal presentations at the annual EMEA Partner Summit are the numerous opportunities for informal discussions and relationship building.The event is really important to LIKE.TG employees to learn about what our partners need. It creates an environment where questions are openly tabled from the start and we can respond to every point of interest expressed by our partners.With LIKE.TG Knowledge 19 coming soon, many of the partners I met in Barcelona are already looking forward to following up their work inside the LIKE.TG partner ecosystem.
The power of your voice
In May 2020, the murder of George Floyd shook Tim M. to his core. “As a Black man, that hit me hard,” says the vice president of treasury at ServiceNow.Tim and his family decided to get off the sidelines and do something. They started protesting in downtown San Jose to raise awareness and call attention to the racial injustices plaguing the United States.At the same time, Tim felt compelled to educate himself on the systemic issues behind the wealth disparity between Blacks and whites. After reading some startling statistics in a book titled “The Color of Money,” he realized protesting and raising awareness wasn’t enough—it was time for him to make a lasting and positive change in Black communities. Improving the quality of livesFilled with uncertainty and doubt, Tim presented to LIKE.TG's chief financial officer and members of the board the idea of creating a racial equity fund.In January 2021, LIKE.TG launched the Racial Equity Fund to invest $100 million in Black communities where LIKE.TG has direct ties. Managed by RBC Global Asset Management, the fund is helping to finance homeownership, entrepreneurship, and neighborhood revitalization in 10 regions across the United States.Watch the video to learn about the far-reaching impact of this fund:
The red team: LIKE.TG's first line of defense
If you ask any LIKE.TG employee about their role, they'll likely tell you their job and team are the best they’ve ever had. One small but mighty team proclaims this proudly: the red team, a group of professional hackers.As vigilant guardians of the company, the six-person team is tasked with testing the security of our systems and identifying cyber risks, data vulnerabilities, and security threats. Their tireless efforts help ensure the safety of LIKE.TG, our technology, and our customers.“Our role at the company is pretty unique,” says Kevin L., director of the red team. “Our team has two vital goals. First, we identify and address risks and vulnerabilities before they can be exploited by anyone else. Second, we simulate real-world threats and attacks, allowing us to fine-tune our response procedures."Taking notesThe red team uses two apps it created in its quest for cybersecurity excellence: Pulsar and Attack Narrative, both developed on the Now Platform. Pulsar is the mechanism for reporting findings, and Attack Narrative is the documentation repository for red team intelligence. Both are examples of how we use our own products to solve daily business challenges."Pulsar was born out of the necessity to comprehensively document our security findings,” explains Mark B., principal security engineer.“We needed a system that could capture all the essential evidence: screenshots, code snippets, reproduction instructions, and full risk assessments. Pulsar was not only necessary; it was also incredibly adaptable. We customized it to meet our evolving needs as we used it—a truly unique approach."Daily, the red team explores ways to compromise LIKE.TG systems using any possible avenue, from gaining access through third-party websites like LinkedIn to sending phishing emails to trying to decipher passwords. Attack Narrative serves as a storehouse for these activity logs, compiling documentation of any vulnerabilities identified. “Our findings often include step-by-step instructions on how an intrusion could occur,” notes Royce D., principal red team engineer.The applications use custom role-based authentications to enable the red team to tailor campaigns to specific security objectives at ServiceNow.Something special"The red team and these apps are special because they not only solve problems, but they also ensure that we have a rich repository of data and information to share with the right stakeholders when needed," says Cheng L., staff red team development engineer.Cheng joined LIKE.TG three years ago and took on the responsibility of maintaining and enhancing Pulsar. "One of the most interesting contributions I made was adding a CKEditor, capable of managing a wide range of use cases,” she says. “It was initially introduced to the platform, but I improved it after joining the team.""This business model around Pulsar is one of the most unique things I've encountered in my 20 years in the industry,” adds Erin P., senior staff red team development engineer. “It has the potential to address problems and serve as a valuable use case for our customers, explaining the importance of their findings."A not-so-secret celebrationThe red team is indispensable at ServiceNow. "Our executives hope we never break in, but they’re never surprised when we do,” Royce says.“We are one of the best teams in the industry. As we strive to become the defining enterprise software company of the 21st century, it should come as no surprise that LIKE.TG employs professional hackers dedicated to continuously and rigorously safeguarding our company. The red team is not a hidden secret. It's something we proudly celebrate."LIKE.TG is a fortress of innovation and security. Our red team makes sure of it—and represents the pinnacle of cybersecurity expertise.Join a company that prioritizes security so you can do your best work. Explore LIKE.TG careers.
The Relationship Between Employee Engagement and Mental Health
Stress at work affects 83% of Americans and while all jobs have their stressors, if left unchecked these high levels of stress can cause reduced employee engagement and mental health struggles and this can have a direct impact on employee engagement at work. What Does Employee Engagement Mean? What do we mean when we talk about employee engagement? Many people assume employee engagement means employees feel happy or satisfied at work. However, this isn’t strictly true. Employee engagement is when an employee feels emotionally committed to an organization and its goals. In other words, an engaged employee cares about the company they work for. They don’t just come into work at 9am, leave at 5pm and count down the days until their next paycheck. They are fully engaged and committed to the company and its future aspirations. The Relationship Between Engagement and Mental Health We can’t mention employee engagement without mentioning mental health. After all, there is a direct link between these two things. When an employee is struggling with their mental health they are more likely to be: Depressed Disengaged Unmotivated Distracted Emotionally volatile Withdrawn Anxious Uncommunicative There are many signs and symptoms of mental health struggles and it is very likely there may be employees in your workplace who are silently struggling. So, it’s important to know your employees well so that you can note any changes in their behaviour that could signify a problem. If you notice an employee who is showing signs of mental health issues and struggling with workplace engagement as a result, it’s important to be proactive. Introduction to Conflict in the Workplace(and How it Erodes Productivity & Culture) Download the Ebook Now How to Prioritize Employee Mental Health to Increase Engagement The health and wellbeing of your employees plays a vital role in workplace productivity, engagement, and success. If you haven’t given this much consideration before, it’s time to prioritize employee wellness and mental health. In America alone, one in 25 adults live with a serious mental health condition that significantly impacts their daily life. The cost of mental health struggles to an employer, through loss of engagement and productivity alone, is higher than most other health issues. So, providing the proper care and support for struggling employees is essential. If you take the time to prioritize the care of your employees’ mental health, you will build a happier work culture, retain employees for longer, and see your company succeed as a result of high levels of employee engagement. But how do you prioritize employee mental health? Well, we have listed a number of very effective strategies you can utilize below. 1. Offer Mental Health Days Mental health affects everyone differently and everyone uses different strategies to cope. What we can all agree on, however, is that sometimes you just need to take a day off. If you want to support your employees’ mental health and wellbeing in order to promote better engagement at work, you should offer mental health days. According to the Cleveland Clinic, a mental health day is “a day that doesn’t involve engaging with major sources of stress or frustration. It’s a day to relax, decompress and take care of yourself overall. If you notice that you’re easily agitated, physically or mentally exhausted, anxious or unable to focus, you could probably use a mental health day.” Employers should recognize that offering mental health days is just as important as offering physical sick days. Taking a day out for mental health reasons ensures employees can return to work refreshed and better able to engage. Stop Conflict Before it Begins witha Culture of “Thank You” Does your organization foster a culture of micro-rewards and gratitude? If you’re not sure or the answer is “no,” your company culture could be contributing to workplace conflict. Building a culture of “thank you” can be difficult (especially with remote teams), but it doesn’t have to be! Learn more in our eBook, "10 Free / Low Cost Employee Recognition Ideas.” Learn how! 2. Provide Flexible Working Options Allowing work-from-home days can make all the difference to employee mental health and engagement. Not everyone works best between the hours of 9am-5pm and many people find the noise and distractions of the office difficult for concentration. Mixing things up by providing flexible working options can make all the difference. It shouldn’t matter whether your employees prefer to work from home, a bustling cafe, or a park bench. The most important thing is that they can choose where they work best and have the option to do so a couple times a week. If you’ve noticed an employee becoming disengaged and detached from colleagues, it’s possible they could be struggling with their mental health and withdrawing as a result. Consider suggesting they work from home a couple days a week. Simply offering this flexibility can make all the difference in helping employees take charge of their mental health to more effectively engage with work. 3. Permit Time Off for Treatment People experiencing mental health challenges often fail to seek the support they really need. So, when an employee approaches you requesting time off for treatment, this is something to celebrate! If you want to increase employee engagement at work, you need to ensure everyone receives the treatment they need to succeed. Whether your employee is struggling with anxiety, PTSD, depression, burnout or addiction (to name a few) they may request time off ranging anywhere from a couple of days to a couple of weeks to seek the treatment they need. Burnout is one of the more common causes of employees requesting time off work. “Experts have identified six key domains of a person’s life that are related to burnout.” According to LuxuryRehabs.com, “Stress within these areas may represent a risk factor for developing symptoms”: Workload Control Reward Community Fairness Values Permitting employees time off to receive treatment is essential. Not only will this ensure your employees receive the help they need, but it will also encourage others who may be struggling to come forward and seek support. 4. Prioritize Clear Communication Communication is one of the most important aspects of being an effective employer. According to the Corporate Wellness Magazine, “more communication about mental health benefits and resources means more people know about the care options available to them and can seek them out when needed. Clear communication in the workplace is especially important when it comes to tackling mental health as it allows you to avoid misunderstandings, communicate care to your employees, and form healthy relationships in the workplace. Often, we resort to emails or text messages during the busyness of any given day. However, these communication channels can make anxiety or mental health issues worse as it can be hard to read emotions behind the words on the page, which can often result in overthinking and high levels of stress - particularly from anxious employees. This is why it’s always best to communicate in-person where possible. 5. Destigmatize Mental Health at Work While mental health issues are easier to spot in some people than others, it is essential you create a working environment where employees feel safe and supported, no matter what they are going through. Reducing the stigmas surrounding mental health is a great first step towards this goal. To destigmatize mental health at work, we recommend running team training days or workshops focused on mental health, how to spot the signs, and how to offer support. Doing so can encourage struggling employees that it’s okay to seek the help they need. According to Forbes, “mental health remains a stigmatized topic. If you’re a leader, you can influence mental health stigma through both policy and cultural change. Reducing mental health stigma is not only the right thing to do, it also helps people perform at their best.” Final Words As you can tell, there is a close relationship between employee mental health and engagement at work. We hope that by following the strategies outlined in this article, you can make positive changes to your workplace that help increase employee engagement for the long term. Stop Conflict Before it Begins witha Culture of “Thank You” Does your organization foster a culture of micro-rewards and gratitude? If you’re not sure or the answer is “no,” your company culture could be contributing to workplace conflict. Building a culture of “thank you” can be difficult (especially with remote teams), but it doesn’t have to be! Learn more in our eBook, "10 Free / Low Cost Employee Recognition Ideas.” Learn how!
The ROI of a Good Onboarding Strategy
According to Gallup, employee turnover is costing businesses a whopping one trillion dollars on an annual basis. That’s not all, though. Additional insight from Gallup reveals the work and efforts that businesses have to employ to replace workers is extremely costly. This is a cost you want to avoid when possible. As it turns out, one of the best ways to avoid employee turnover is by having a good onboarding strategy. The right employee onboarding strategy helps you find the right people to work for you; it also helps you retain these employees, saving yourself time and money. Organization onboards are also something to keep in mind as well. Like many things in business, putting together a good onboarding strategy and onboarding program takes time and effort. However, the return on investment (ROI) is undeniable. Understanding what the ROI of a good onboarding strategy entails is critical for the long-term success of your company. All employees, HR professionals, and others in similar positions should understand this. 7 Examples of ROI from a Good Onboarding Strategy In far too many cases, there are businesses that rush through the hiring process; this is especially common when time is of the essence and the demand for new staff is high. However, in the long run, this decision lacks the ROI innately attached to a good onboarding strategy. It also prevents new hires from having a positive onboarding experience. 1. Greater Worker Productivity and Engagement A good onboarding strategy involves training, integration into the company’s workplace, and direct interaction. This process ultimately allows the people working for your business to truly become acclimated. As a business owner, this can only benefit you. When employees learn about the business and get properly integrated, they’re in the best position to work well for you. In turn, this work leads to more productivity and overall engagement. The value that truly great employees bring to a company cannot be overstated. The right and effective onboarding strategy give employees an idea of the environment, expectations, and tasks associated with their work. As worker productivity and engagement grow, your business can subsequently follow suit. 2. Better Interactions with Customers Customers can make or break your business. Furthermore, if your business involves your customers interacting with your employees, you want the latter to be as prepared as possible. Employees who are well-equipped to deal with customers are another major ROI from a good onboarding strategy. This is where the training part of onboarding makes a huge difference. An untrained worker may become a deer in the headlights when interacting with customers; however, a trained worker will know how to assist customers and make their experience with the business as pleasant as possible. Customers leave reviews online; they can also give word of mouth to others in their communities regarding your company. As a business owner, you want feedback from customers to be positive. This task becomes immensely easier with properly trained staff working for you. 3. Weeding Out the Bad Apples Believe it or not, weeding out the bad apples during onboarding is important. It’s a major ROI because it can save you long-term headaches. For starters, your company’s onboarding process will show whether or not a new hire is cut out for the job. If they are not, knowing sooner rather than later is best. As a business owner, this puts you in the best position to cut your losses. Furthermore, weeding out bad apples during onboarding softens the blow of turnover. Without a good onboarding strategy, the wrong person could be with your company for months, rather than weeks. 4. Greater Loyalty Among Staff Every business wants good, qualified employees. However, when it comes to truly getting an ROI from onboarding, this is merely a baseline. Of course, qualified staffers who are good at the job are important; however, the true ROI comes when your staff is truly loyal to your company. This automatically helps you increase retention rates. Harvard Business Review likewise notes the benefits of loyalty amongst your staff. Loyal employees generally stay with the company. They also positively contribute to the overall reputation of your business; this is always a huge deal, especially when it comes to customers and partners. 5. A Leg Up Against Competitors The world of business is innately competitive. If turnover is something your competitors are struggling with, this is all the more reason to have a good onboarding strategy. As the world of business gets more complex and integrated with technology, staying a few steps ahead of the competition can never hurt. Proper onboarding gives you a leg up against competitors in several ways. For starters, it saves you the time, monetary, and emotional costs of turnover. Secondly, employee retention sends a message that employees enjoy working for you. It’s a very well-established fact that employees who love the work they do are likelier to stay with the company longer. When running a company, sometimes a huge ROI simply involves avoiding the traps your competitors have fallen into. In many cases, this means making sure your employees’ experience with the company pays off, as competitors struggle to retain workers. The right onboarding strategy can determine not just the quality of your business, but also its longevity. This is something to keep in mind not just during the onboarding process; it’s also worth remembering when determining what your onboarding process will entail. 6. Less Stress as a Business Owner To a particular degree, there are certain stressors associated with running and owning a business; however, cutting back on these stressors is important. Too much stress can adversely impact your work and the ability to keep things running properly. When onboarding is done properly, it gives business owners peace of mind. As a new employee goes through the onboarding process, you’ll be able to see them learning the necessary details, procedures, etc. to properly do their job. Ultimately, you want a new employee to become a good employee. Observing the onboarding process also gives you insight into how your new hires deal with pressure, challenges, etc. All of that makes a huge difference; it can certainly let you know whether or not these new employees are a good fit. Having the peace of mind in knowing that your business is in good hands makes all the difference in the world. This is a great ROI because it allows you to direct your energy towards other aspects of the company that may require attention. 7. Attracting New Workers As your business grows and expands, the time could come when it’s time to make new hires. With that said, you want to attract the best of the best people to work for you. When it comes to the people working for you, quality always trumps quantity. Not only do you want to attract new workers; you also want the workers who are right for you. Some potential new hires may inquire about the nature of your onboarding process. Many workers want to know they’ll be given the proper training and tools necessary to succeed in what is their full-time job. By having a good onboarding strategy, you can show prospects they’ll have the necessary guidance and feedback if hired. Conclusion As you might have inferred from the seven ROIs listed above, a good onboarding strategy is quite crucial. This is true whether you’ve been in business for 12 months or 12 years. Depending on the particulars of your business, the various aspects of your onboarding process may vary. As you set up and implement your onboarding process, keeping the ROIs mentioned above in mind is always a good idea. However, here’s the bottom line: the right onboarding strategy can only add value and benefits to your company. Before making any (new) hires, making certain that you have the best onboarding process in place is worth it. With the best onboarding process in place, your business will be in the best position to grow, expand, and stay ahead of the competition. Author Bio: Raya is the CEO and co-founder of ezClocker, a time tracking, and scheduling software for small businesses. She is passionate about customers and building products that change the way people run their businesses. She is also a big supporter of the startup community and helping people achieve their dreams
The role of artificial intelligence in website and app localization
In today’s rapidly evolving digital landscape, artificial intelligence (AI) has become an indispensable force in transforming the way businesses connect with their diverse, global audiences.One area where AI has made a significant impact is in website and app localization, the process of adapting digital content to meet the linguistic, cultural, and technical requirements of a specific region or group-which not only extends a brand’s reach, but also fosters meaningful connections with users.In this article, we’ll explore the central role of AI in revolutionizing website and application localization, and how it can streamline workflows, improve accuracy, and ensure that your message resonates with audiences around the world.Join us as we uncover the potential of AI to break down language barriers and enable businesses to thrive in the global marketplace.The Importance of Website and App Translations in a Global MarketIn today’s globalized world, businesses are looking to expand their reach and establish a presence in new markets, making website and app translation essential to communicate effectively with diverse audiences and provide a seamless user experience.This helps companies build trust and credibility and maintain a competitive edge in the global marketplace.A well-localized website or app demonstrates a company’s commitment to meeting the unique needs of its customers, resulting in increased user engagement, higher conversion rates, and improved customer loyalty. Multilingual content helps companies reach markets previously inaccessible due to language barriers.But localizing digital content comes with its own set of challenges, especially when it comes to ensuring accuracy and consistency across languages and cultures.Traditional localization methods are struggling to keep up with the rapidly changing digital landscape, leading to the emergence of AI as a powerful tool to revolutionize the field.Traditional Localization Methods and Their LimitationsTraditionally, localization relies on human translators to adapt content across languages and cultures. While this approach has its merits, it can be time-consuming, labor-intensive, and error-prone.In addition, the quality of the translation can vary dramatically depending on the skill level and expertise of the translator, as well as the complexity of the content being translated.Another limitation of traditional methods is the difficulty of maintaining consistency across multiple languages and geographies.This can be particularly challenging when dealing with idioms, cultural references, and technical terminology that may not have direct equivalents in other languages. As a result, companies often require ongoing input from translators and localization experts to ensure that their content remains accurate and up-to-date.Finally, the cost of traditional methods can be prohibitive for many companies, especially smaller companies and start-ups with limited resources.The need to invest in human translators and localization experts can add up quickly, making it difficult for companies to justify the expense.This has led to a growing demand for more efficient and cost-effective localization solutions, such as those offered by AI-based technologies.How Artificial Intelligence Improves Translation AccuracyAI has the potential to revolutionize the localization process by enhancing translation accuracy and consistency across multiple languages and cultures. Machine learning algorithms can analyze vast amounts of data, identifying patterns and trends that might be missed by human translators. This enables AI-powered translation systems to learn from previous translations and continuously improve their accuracy over time.Another advantage of AI-driven translation is its ability to process information at a much faster rate than human translators. This means that businesses can quickly and efficiently localize their digital content, ensuring that it remains up-to-date and relevant for users around the world.Furthermore, AI-based translation systems can easily scale to meet the needs of companies of all sizes, making localization more accessible and affordable for a wider range of organizations.While AI-based translation tools have made significant strides in recent years, it is important to note that they are not without limitations.For example, idioms, cultural nuances, and highly specialized vocabulary can still be difficult for machine translation systems to handle.However, as AI technology continues to evolve, it is likely that these challenges will be increasingly addressed, paving the way for even more accurate and effective localization solutions.Natural Language Processing (NLP) and Machine Learning in LocalizationNatural language processing (NLP) and machine learning are essential technologies for AI-powered localization tools. NLP is a subset of AI that focuses on enabling computers to understand and interpret human language, improving translation accuracy and fluency by analyzing syntax, semantics, and context.Machine learning, on the other hand, enables AI systems to learn from experience and adapt their output. Algorithms identify patterns in massive amounts of data, refining translation models and improving performance over time.By combining NLP and machine learning, AI-powered localization tools can deliver translations that are not only accurate, but also contextually appropriate and culturally sensitive. This powerful combination improves the overall localization experience for users.Benefits of AI-Driven Localization for BusinessesThere are several key benefits of AI-driven localization for businesses, including:Improved translation accuracy: AI-powered systems provide more accurate translations by learning from data, leading to consistent messaging and higher user engagement.Faster turnaround times: AI-driven localization enables quick content localization, saving time and adapting to the evolving digital landscape.Cost-effectiveness: Automated localization reduces costs, especially for smaller companies, enabling access to global markets without prohibitive expenses.Scalability: AI solutions can easily scale for businesses of all sizes, allowing localization in multiple languages without additional human resources.Enhanced cultural sensitivity: By leveraging NLP and Machine Learning, AI tools offer contextually appropriate and culturally sensitive translations, fostering meaningful global connections.AI-Powered Localization Tools and PlatformsThere are a growing number of AI-powered localization tools and platforms available to businesses, each offering unique features and capabilities.Some of the more popular AI-powered translation tools include:Google Translate: As mentioned earlier, Google Translate leverages NMT to deliver accurate and natural-sounding translations across a wide range of languages. The platform also offers an API that can be integrated into websites and applications, enabling businesses to quickly and easily localize their digital content.Microsoft Translator: This AI-powered translation service supports over 60 languages and offers a range of features, including text translation, speech translation, and language detection. The platform also provides an API for businesses looking to integrate AI-driven localization into their websites and applications.DeepL: DeepL is another AI-driven translation tool that uses deep learning technology to deliver accurate translations. The platform supports 26 languages and offers an API for businesses looking to incorporate AI-powered localization into their digital content.SDL Machine Translation: A leading AI-driven localization provider with tools for digital content translation. Utilizes neural machine translation for high-quality output in various languages. Offers services like translation memory management, terminology management, and quality assurance.LIKE.TG Apps: Award-winning AI-powered app for text, voice, and image translation. Offers real-time conversations, AR translation, and language learning in 125+ languages. Features include OCR, object translation, and AI-driven translation engines.Real-World Examples of AI in Localization SuccessAI-powered localization has already made a significant impact in a wide range of industries, from e-commerce to healthcare to finance.Here are some real-world examples of how companies are using AI-powered localization to improve their global reach and increase user engagement:Airbnb: A global marketplace leveraging AI-driven localization, machine translation, and NLP for seamless communication in 60+ languages while maintaining cultural sensitivity.Skyscanner: A travel search engine using AI-powered localization and machine translation for accurate, culturally appropriate translations in 30+ languages, expanding reach and engagement.Waze: A navigation app utilizing AI-powered localization, machine translation, and NLP for accurate, contextually appropriate translations in 50+ languages, increasing user base and engagement.These are just a few examples of how businesses are using AI-powered localization to improve their global reach and enhance user engagement. As AI technology continues to evolve, it’s likely that we’ll see even more innovative use cases for AI-driven localization in the future.Future Trends in AI and Localization TechnologyAI-driven localization is a rapidly evolving field, with new technologies and trends emerging all the time.Here are a few of the key trends that businesses should keep an eye on in the coming years:Speech recognition and translation: With voice technology’s popularity, businesses should invest in AI tools for real-time interpretation and translation of spoken language, requiring NLP and machine learning advances.Augmented reality localization: As AR becomes common, AI localization tools will need to adapt digital content to physical environments, necessitating computer vision and object recognition improvements.Contextual translation: Sophisticated AI systems must consider context for accurate, contextually appropriate translations, demanding further progress in NLP and machine learning.Multimodal translation: Diverse digital content requires AI localization tools capable of translating various content types, such as text, images, videos, and audio, which calls for advances in computer vision, speech recognition, and NLP.These trends will shape AI-driven localization’s future. As businesses expand globally, AI’s role in effectively communicating with diverse audiences will grow increasingly crucial.Conclusion and Next Steps for BusinessesAI-powered localization is a powerful tool for companies looking to expand globally and connect with diverse audiences. By leveraging NLP and machine learning, companies can improve translation accuracy, reduce costs, and maintain cultural sensitivity.As AI technology continues to evolve, companies that invest in AI-powered localization will stay ahead of the competition.To take advantage of AI-powered localization, follow these steps:Evaluate your current localization strategy and identify areas where AI could improve efficiency and accuracy.Research available AI-driven localization tools and platforms, and choose the best solution for your needs.Collaborate with a trusted localization partner to ensure accurate, culturally appropriate, and contextually relevant translations.By following these steps, you can leverage AI to transform your localization strategy and elevate your business.REMEMBER !!!You can download our available apps for translating and learning languages correctly available for free on googleplay and applestores.Do not hesitate to visit our LIKE.TG website and contact us with any questions or problems you may have, and of course, take a look at any of our blog articles.
The Rome release starts at home—a customer zero story
Now is truly the digital age. In a world where operations are increasingly powered by code, there’s enormous potential for changing the way people work. But you need to know how to code to create this change…right? Wrong.Using LIKE.TG App Engine Studio, LIKE.TG’s citizen developer program empowers anyone with little to no coding experience to innovate and create the apps they need, when they need them.[We’re hiring. Visit our careers page.]Streamlining work, boosting efficiencyFrom interns to managers, employees across LIKE.TG have taken the initiative to build applications that change the way their teams work. These low-code apps mean precious time saved and the ability to take matters into their own hands to solve problems for their teams. Citizen developers found opportunities to streamline tedious work through automation and increase efficiency. Britt B. has been developing applications and workflows on the Now Platform for 10 years. “It seemed like a no-brainer to come back to our own platform and get this automated in such a way that we could continue delivering at the same level with far fewer resources,” she says.Mara Z. created an app that collects and stores best practices so that she and fellow success architects don’t have to hunt for them. Courtney D. and John P. co-developed an app that mitigates the need to copy and paste information from one tool to another—with no errors.The power of low-code developmentAs the world of work continues to evolve, LIKE.TG’s citizen development program shows the revolutionary power of low-code development. John agrees, adding, “To be able to create these applications with very low code is just—it’s amazing. I’ve never seen anything like it at any other company that I’ve worked for.”Learn more about how these four citizen developers transformed the way their teams work in this video:
The strategic role of in-house counsel
Grasping the full scale and opportunity of LIKE.TG, which spans from Santa Clara to Sydney and everywhere in between, can take a while. I’ve been an in-house lawyer for large companies involved in transformational change and corporate acquisitions, but nothing really compares to the size of the task at ServiceNow.Determining the best ways to support this company through a period of sustained international growth has been a fascinating and satisfying challenge in its own right. Doing so during a global pandemic, as we all work together through lockdowns around the world, is unprecedented.In the current global environment, we all know so many people, families, companies, and industries that are staring at a long uphill road. I’m proud to be part of the team that will be devising solutions to the challenges ahead, with the leadership and support of our general counsel, Russ Elmer.I know what you're thinking: “Hang on, Mark—lawyers solve things? I thought all you did was say no.” Indeed, no is often the easiest thing for a lawyer to say. Nowadays, however, legal teams embrace a far broader set of responses to ensure our companies are compliant with the complex and diverse regulatory frameworks in which they operate.To truly support the business in achieving its goals, we must position and demonstrate legal as a key enhancer of business, rather than an inhibitor. We must find solutions and balance risk, especially in the extraordinary current global environment.Brake or clutch?Mark McCormack, founder of the International Management Group, said a good in-house counsel should act like brakes on a car: there when you need them and able to provide just the right amount of resistance to fit the situation. Provide too little, and the car goes out of control. Too much, and you lose momentum.Allow me to offer my own analogy, which is that lawyers are like the clutch of a car: You need us to not only start the car and move it forward but also to select the right level of engagement to fit the circumstances. You need high gears for the motorway. Sometimes you need second gear to get the organization over a steep hill. And occasionally, you need reverse to help the company pivot.A role in transitionIncreasingly, the role of in-house counsel is becoming more strategic. It’s about working as a partner to the business, which requires understanding commercial realities and business needs.As lawyers, understanding what the business needs is just the beginning. We must then do the hard work of shaping the proper pursuit of those needs. We can’t fall into the second-easiest trap for a lawyer, which is to just say yes. Yes, after all, may not be what the business requires. In certain situations, it could even constitute a dereliction of our legal obligations.At LIKE.TG, the legal team is fully integrated with the business, with its purpose, and culture. I can genuinely say this is the most invigorating environment I’ve ever experienced and includes some of the brightest people I’ve ever met.There are days when I speak to colleagues or outside executives on five continents —listening, understanding, and working out tailor-made solutions for them and the organization. Plans for 2021 and 2022 are already underway, with a collective commitment to growing the business in the most scalable, responsible and strategically sound way possible.An increasing number of in-house counsels are taking on similar challenges. It’s extremely gratifying to be at the forefront of that shift at LIKE.TG, delivering digitially transformed experiences for employees and using our technology and expertise to help people return to the workplace safely and securely.LIKE.TG does make the world of work, work better for people. Sometimes that means helping the world get back to work. The legal team needs to be as much a part of that process as every other function in the business.
The Value of Customer Service Management for Service Providers
A Closer Look at the Commissioned Forrester TEI Study on the Cost Savings and Benefits of Using Customer Service Management at a Communication Service ProviderSolving customer problems, making it easy for everyone to find the information they need, and meeting SLAs: These capabilities might seem like table stakes for a service provider’s customer service program. Yet for many providers, they’re out of reach because of fractured platforms, siloed knowledge bases, and costly legacy systems.Service providers looking to improve customer service delivery have turned to LIKE.TG Customer Service Management to centralize support systems, reduce costs, and boost productivity. But what is the return on investment (ROI) of the solution? How can a service provider quantify what deploying Customer Service Management might mean in financial terms to their organization?LIKE.TG commissioned Forrester Consulting to find out and conducted a Total Economic Impact™ (TEI) study at a communication service provider on the ROI realized by standardizing on LIKE.TG Customer Service Management.Guest speaker Sean Owens, Principal Consultant, Total Economic Impact Practice, Forrester Consulting, presented the study’s key findings in a recent webinar. Here are some of the key takeaways from the ensuing Q&A:The study found that one provider saved $15.6 million in support costs by reducing support calls and increasing self-service. How do we achieve these kinds of benefits?First, you need to look at all the support channels in place at your organization and determine what each one costs. For example, before deploying LIKE.TG, the provider had a mix of support calls coming in from phone, web (or portal), and email. The phone made up 60% of the calls, the web was 35%, and email was 5%; a phone call cost $30, while the web cost $23, and email cost $27.Next, you need to identify which channels are the most efficient for your business and which are the simplest and most convenient for your customers. Ideally, they will be one and the same. Then, you need to employ strategies that help move usage away from the most expensive channels, to the ones that are the simplest to use and maintain, such as the web. The provider was able to shift a number of contacts from phone to a customer service portal, essentially saving $7 (the difference in phone and web contact costs) per contact, which ultimately added up to a significant savings.While you may not have email in the mix, you may have chat and social media channels. Any changes — including a new customer service management solution that can now manage all your support channels — should help you divert traffic to more efficient channels and drive down costs per contact for each channel.My organization is not a telecommunications provider, do the findings still apply?Yes, because everyone deals with customer support. The content of those contacts and the volume of more complicated contacts that require escalation will differ, but all organizations should strive to provide efficient and useful support to their customers. Any process changes or technology solutions that enable customer service agents to resolve issues more accurately and quickly mean that customers are happier (or at least less likely to be angry or frustrated). They may be more likely to purchase again or less likely to leave for a competitor.So, if you are in IT services, the retail industry, in another commercial business, or perhaps even in the public sector, the themes addressed in the TEI study can help. For some, it may be a matter of simply adjusting some of the input metrics: the cost per contact, the amount sold per transaction, or the cost of service-level agreement upkeep. For those in the public sector, there are probably a few more steps that will depend on your situation. For example, there may not be upsell opportunities here, but there are opportunities to complete more service contact requests and avoid other costs.How do you measure success with Net Present Value (NPV) and Return on Investment (ROI)?The short answer is any NPV over $0 usually indicates a good (successful) investment and any ROI over 0% a positive return. The explanation of why requires a little more detail:NPV takes a series of cash flow values over time and summarizes them in a single number that reflects “today’s dollars.” It assumes a dollar you earn today is worth more to you than a dollar earned in a year, because you can spend or invest it now. Similarly, a dollar spent today is more costly than a dollar you spend next year, because you can use or invest that money for an extra year. The NPV equation uses a discount rate, as a percentage, to account for how much more today’s dollar is worth than next year’s dollar. Forrester Consulting TEI projects use a 10% rate. Ultimate, an NPV of more than $0 is a positive investment. Note, any decisions on whether or not to invest in a project with a lower or higher NPV is subjective. You may need to consider additional factors, such as the size of the project, your business, and other strategic or unquantified benefits. ROI is the ratio of net benefits and total costs. So, anything over 0% reflects a positive return on your investment, and higher ROIs indicate a project that will likely be more successful. There is no exact ROI value to decide whether or not to invest in a project or not — it depends on a variety of factors including the project scope, your industry, and your organization’s appetite for risk. But any ROI with three digits should be a strong contender. To learn more about how service providers can improve customer satisfaction, reduce SLA penalties, increase agent productivity, and reduce reliance on costly legacy systems with LIKE.TG, check out the full Forrester TEI study and the webinar.
There’s an app for that: How low-code tools boost finance productivity
It’s no secret that finance organizations are ripe for disruption. Managing money has always been a manual process, from securing payment orders to renewing licenses, and everything in between.That's why LIKE.TG Chief Financial Officer Gina Mastantuono invested in a formal citizen development program. She wanted to encourage all finance employees to lean into no- or low-code tools, such as App Engine Studio, to build applications.Today, 15% of LIKE.TG finance employees are citizen developers, with nearly 30 applications in development and production—all built on the Now Platform.“I’m always thinking about how we can become the finance organization of the future, where the entire team can do their best work. That’s why we invested in this program,” Mastantuono says.“Now we’re automating the mundane yet essential transactional work, centralizing workflows, and paving the way for more impactful work that minimizes risk, drives innovation, accelerates productivity, and builds better cross-functional relationships. It’s critical to our digital transformation.” Optimizing communicationEjaz A., director of revenue management, knew there had to be a better way for his revenue team to “bring structure to unstructured data,” he says. Each quarter, his team would field 3,000 to 5,000 queries from sales teams via chat, phone calls, and emails. This involved a lot of back and forth and made for a lot to track.“Email is effectively a two-way point of communication, which has no interaction with statistics, analytics, visibility, or reassignment,” Ejaz explains. “From that perspective, I just wanted to improve communication. Citizen development kind of fit our development needs in terms of being user-oriented, user-driven, and immediately available.”The team created a ticket intake form, the Revenue Request solution, that centralizes all deal-related inquiries. As a result, the team has gained transparency into deal communications, as well as the ability to identify trends and respond to customer and partner questions faster than before.“We're seeing a real increase in velocity, attainability, and illustration,” Ejaz says. “And I think that helps us in terms of reassignment and aligning effort and bandwidth. It’s opened up a whole new world for us.”Streamlining processesPadmavathi G., cash collections manager, echoes that sentiment. Each quarter, her cash collections team would receive 500 deals without a purchase order (PO). That meant her team had to manually follow up with sales teams to request the PO, which then prompted sales to request a PO and invoice from the customer.Padmavathi’s team built a three-step wizard to streamline the process using App Engine Studio. The wizard automated notifications sent via email to secure PO numbers, reducing collection risk of more than $100 million per year and decreasing time spent sending emails by 10 to 12 hours per week.“We spent so many years doing manual work, and now the app takes care of it,” Padmavathi notes. “The whole process helped me interact with cross-functional teams and secure key stakeholder buy-in. As a nontechnical person, I have so many thoughts and ideas that keep popping up.” Deepening employee engagementBeyond automating processes through low-code development tools, finance teams are reaping another benefit: deeper engagement. Before Mahesh Reddy M.’s workplace services team built the Statutory License and Compliance Renewals app, team members had to track licenses and expiration dates in a spreadsheet.“This increased the risk of missing deadlines due to human interaction and manual processes. So, when we got this information about App Engine Studio, we went through some trainings and built an app without coding,” Mahesh Reddy explains. “Now, the app tracks compliance and license due dates and automatically sends proactive reminder emails to owners. We built our own app. I’m very proud.”The payroll team also relied on spreadsheets and emails to track deadlines and understand errors. If a stakeholder delivers information after a deadline, employees might not get paid on time. With more than 22,000 employees across 40 countries, there’s a lot of information to be managed.That prompted the payroll team to partner with finance’s analytics and insights team to build the Payroll app to track emails and send automated reminders to stakeholders. This ultimately provided better reporting too.“Now, whenever someone from the leadership team asks, ‘Can you give me a payroll health check?’ I can just go to the system. And in five minutes, I can show them real-time issues rather than spending hours digging through my emails from last quarter,” says Sandeep N., senior manager of payroll management. “I can speak about this app forever because it’s my favorite app.”Citizen development is helping LIKE.TG finance teams accelerate productivity, optimize communication, streamline processes, and deepen engagement. But it’s not limited to finance applications and processes. Find out how LIKE.TG can help you plan your citizen development program.Join us to put your innovative ideas to work. Explore LIKE.TG careers.
This is How You Can Deal with Employee Performance Issues in Your Remote Teams
Managing a remote team can be a challenge. You have to ensure that your team members can perform their tasks effectively despite all the distractions of working from home. If you’re reading this article, you yourself might have already been working from home for some time and also need help with employee performance issues. While some remote workers thrive in this environment, others cannot perform according to expectations. Whether you’re facing productivity or logistical issues, we will give you a roadmap towards improved employee happiness and increased productivity. Read on to know what you can do to deal with employee performance issues within your remote team. 1. Create a supportive environment Over the past few years, we've learned that we cannot always attribute employee shortcomings to a lack of effort or passion for the job. Some employees might be dealing with personal issues or are struggling to adjust to a home working environment. Others might be afraid to ask for help, whether work-related or personal. In either case, you need to create an environment where your team members feel that you’ve got their back. Here are some steps you can take to create a supportive environment: If your business does not offer paid time off (PTO), it might be time to look into offering it. Allowing your employees to take paid vacation and sick days will help them relax, recover from the daily grind, and focus on personal wellness. Respond to questions from team members, no matter how trivial they may seem. An employee may hesitate to ask for help out of fear of looking incompetent. You help them increase their knowledge and confidence when you answer their questions. Ensure that your employees have the tools that they need to perform their tasks. Conduct one-on-one meetings. According to Hypercontext’s State of High Performing Teams Report, when managers have one-on-ones with their team members, they’re 1.5X more likely to retain their entire team. Many other factors contribute to employee performance issues, some of which aren’t within the employee's control. Creating a supportive environment targets these potential root causes. 2. Have an open line of communication Creating a supportive working environment creates an open line of communication among your employees. Open communication is even more crucial in ensuring that all tasks are completed accurately and on time in a remote work environment. It also plays a crucial role in supporting underperforming team members. Here’s how you can ensure that open line of communication: Your remote work set-up likely has a messaging platform for its employees. Many clients, B2B contacts, and investors can reach out to you. So, let your employees freely reach out to you as well. Set up a one-on-one meeting with underperforming employees. A 30-minute catch-up is usually enough to pinpoint the root cause of the employee’s productivity shortcomings. Practice writing better. Structured thoughts and feedback will help convey your expectations to the employee more clearly. Having an open line of communication is the on-site equivalent of leaving your office door open. Your underperforming employees may be afraid to ask for help for fear of being judged. Have your lines open to ensure they get the help they need. 3. Ask open questions When you conduct a one-on-one meeting with an underperforming employee, avoid asking questions that seem to put the blame squarely on them. Questions like “Why are you like this?” put them on the spot and make them uncomfortable and defensive throughout the discussion. Try to make the conversation as unstructured as possible instead of sticking to a set of guide questions. Asking open-ended questions based on your team member’s responses will help you break through the ice and give you a more accurate overall picture of their working environment. For instance, you can start with a specific incident that reflects poorly on the employee’s performance. You need to tell the employee that you are not out to get them. Instead, you have to reassure them that you’re just focusing on what happened. You can ask the employee to recall the incident from their point of view, then try to see it from their perspective. This practice will give you a more balanced view of employee performance issues. It can also help you perform root cause analysis and create a reasonable action plan that the employee can follow to get back on track. and customer-facing workers to be as much part of knowledge sharing activities. Regardless of the role, employees will have access to the intranet via desktop, laptop, or mobile. If you take advantage of your Intranet’s newsfeed, you can build a community where your employees can keep up with the latest trends in retail. It also provides workers with the freedom to join in with the discussions, questions, and blogs posted on the newsfeed. 4. Give the employees tools to improve performance One of the reasons your employee could be performing poorer than expected is because they may lack access to essential tools and software. As a manager or business owner, you may not have enough knowledge about your employees’ equipment and software requirements. So how would you know what tools your employee will need? Most remote teams use a messaging platform like Slack, video conferencing software such as Zoom, cloud storage like Google Drive, or a data repository like Jiro or GitHub. You can ask your team members about their daily tasks and their tools to perform those activities for task-specific software. If you find that your team is using the free version of Canva to create marketing materials, it might be better to get licenses for Adobe image-editing software and its wide range of features. Consult with your friends and peers who are experts on the subject matter. Any good account executive will say that CRMs are essential for nurturing client relationships, but you will need to ask about the best sales CRM for your business size and niche. Of course, you need to provide your team with company laptops, hard drives, and printers. In this case, you’ll need to coordinate with your in-house IT team to provide and deploy any machines that your team will need. Investing in tools and resources for your team is investing in your team’s future. By eliminating the bottleneck caused by the lack of tools, your team will blaze through their tasks and deliver quality output. intranet is built for employees to connect. So even if you have a customer query that involves multiple departments, Intranet helps you facilitate a smooth cross-departmental collaboration. It centralizes the processes in an easily accessible virtual space. 5. Build a culture of accountability Sometimes, you need to know when to play “Good Cop, Bad Cop”. Even if your team struggles with personal issues, they still need to finish their deliverables on time. By building a culture of accountability, you can help ensure that your team takes ownership of their processes, successes, and mistakes. Here are the critical steps toward establishing accountability within your team: You need to deploy a task management tool or a progress tracker for remote set-ups. You may use free tracker solutions such as Trello and Asana. These tools give you an overview of what tasks are in progress, pending approval, and pending someone else’s input, allowing you to pinpoint the root cause of a task’s delay. During one-on-one meetings with underperforming employees, they may mention a colleague who they feel is holding up task progress. In cases like this, approach the mentioned employee and corroborate their statements. Let employees know the gravity of not following deadlines. You may use a Gantt chart to show task dependencies and illustrate how a delay in one deliverable can derail the entire project. You may also show the financial impact of such delays. In short, let your employees know that it’s their fault they don’t meet expectations if they consistently don’t meet them despite all the help you give. Harsh as it is, this culture of accountability is vital to “keeping score” of how many strikes an employee has and will encourage employees to do better. That will also allow you to, without bias, write reports that will merit sanctions for employees in question. 6. Create a system of performance reviews In line with building a culture of accountability is implementing performance reviews to assess employee performance objectively. That allows you to discover and reward your top performers and identify team members who need to improve. When done right, performance reviews will show who’s underperforming and the areas employees need to do better in. Here’s how you can conduct a performance review: The performance review should assess employee traits such as respect for co-workers, innovation and resourcefulness, work attitude, etc. You may do this with a number system rating each category or using an essay format. Conduct performance reviews quarterly or monthly. That allows you to see movements in an employee’s performance. Gather peer reviews on every employee. That means every employee will have a chance to review their co-workers. That is effective because your employees collaborate more closely with each other a lot of the time than they do with you. Corroborate peer reviews with your reviews and your employee’s self-review. Synthesizing these insights will allow you to arrive at a more objective conclusion. You may notice various employee weaknesses that contribute to their employee performance issues. Performance reviews enable you to tag employees with their respective weaknesses, allowing you to approach them uniquely and have better one-on-one discussions with them. Conclusion Dealing with employee performance issues is not as hard as it sounds. All you need to do is create a supportive environment and have an open line of communication with your employees. Sometimes, they just need some help with their struggles. Ask open-ended questions to allow them to express whatever they have in mind, too. Also, give your employees the resources they need to work. However, there are times when employees just don’t care. In these cases, you’ll need sanctions in place. Build a culture of accountability and implement quarterly performance reviews to seek out individuals who aren’t improving. These measures will be a solid basis for when you possibly fire them. Following these tips will help you deal with employee performance issues in your remote team setup. Ultimately, they will remove any bottlenecks that impede your company’s growth. About Author: Sam Molony Sam is part of the marketing team at Mailshake. Sam’s goal is to inspire people to not just “hang in there” but to thrive. When Sam's not publishing or promoting new content, you can find him playing sports and cooking up a storm in the kitchen.
Three Keys to Drive Engagement & Retention for Your Hybrid Workforce
Employee engagement is the concept of understanding the nature of an employee’s relationship with their employer/organization both quantitatively and qualitatively. In other words, the level at which an employee cares about his or her workplace itself, as well as its mission. While engagement has always been a challenge, it’s become even more so as the pandemic has changed the work environment to one in which employees work from home, some or all of the time. This new hybrid workforce has brought employee engagement and retention to the forefront of many HR departments and the goal is to continue seeing both, even when employees aren’t on-site every day. So what’s the solution? Engagement drivers are where it’s at. These differ from organization to organization, but some key engagement drivers will get you started. Of course, you can customize them for your workforce and use them to keep employees engaged so they stick around. Within each is some additional ideas that you can use as you create your engagement and retention plan. What are Engagement Drivers? Before we delve into the specific engagement drivers you can use, let’s learn a little bit more about what they are. They are your top options for making an impact on how employees feel about the organization and their role within it. Your goal is to choose the drivers that will result in the highest engagement. For example, your drivers may have to do with how managers respond to feedback and how well they listen to their employees. In this case, your engagement driver is manager communication. The best way to identify your engagement drivers is using surveys. The resulting data will help you see what matters to employees and how addressing those drivers will improve engagement and help retain employees. Let’s talk about the top three keys for employee engagement and retention. Hire from day one If you are just launching into the entrepreneurial world, you and your founding team likely have an endless list of tasks. Maybe your proposal is still being validated in the market, you barely have clients, and you're focused on staying afloat. This is the scenario of almost all startups when they go to market. 1. Future Outlook People like to feel like they are part of something. That means that if they are excited about the future of the organization and where it’s going, your chances of employee engagement and retention are much higher. So how do you make that happen? Communication You won’t be able to get your employees on board for the future if you don’t clue them in. It falls on those in leadership roles to communicate the organization’s goals and visions. Shared Goals While leadership may create the goals, the entire team plays a part in reaching them. For that reason, it’s vital to hold regular meetings to update everyone about the steps needed to reach the goal. Progress Updates It’s not enough to share the goals and vision. It’s also important to keep employees apprised of progress toward the result. Sharing in successes is also necessary for engagement and employee retention. Employees and Their Role While everyone works as a team, each employee should understand his or her specific role and duties. This can be achieved by scheduling one on one time to discuss it. 2. Feeling Valued Sure, getting paid what you’re worth is important, but a big factor in employee retention is feeling valued. Employees want to feel appreciated and like they are an asset to the organization. Here are some ways to do this effectively. Employee Surveys This is a simple way to gather feedback from your employees. The trick is to follow up appropriately based on the data you gather. Consider the data you received from employees. Keep in mind that employees may be more forthcoming if the surveys are anonymous. Recognition No employee wants to work their hardest to get zero recognition in return. Employees are more engaged and likely to stay when they are recognized for their contributions. Praise goes a long way toward making employees feel valued. Flexibility and Trust Micromanaging rarely goes well. Employees are hired due to experience and education so there needs to be some trust that they can perform their job without every action being scrutinized. In addition to autonomy, you can build engagement with flexible schedules and increased responsibility. 3. Career Growth and Development Employees are more likely to stay with the organization when they feel like the company is invested in their careers. Providing opportunities to advance and grow their skills is a vital part of engagement and retention. Keep reading to find out how to do that. Tuition Assistance It’s expensive to get a higher education. However, many employees desire the chance to do so because it allows them to grow their careers. Investing in your employees by offering tuition assistance benefits them and the company. Your employees learn new and valuable skills that translate into the workplace as you strive toward the organization’s overall goals. Promotion Opportunities The top performers in your company should be given the chance to advance to a higher ranked position, otherwise known as a promotion. If there isn’t a position currently open, offer employees challenges in their current role so they continue to feel engaged in the job and won’t be seeking a new opportunity elsewhere. Training and Mentoring Offering support as employees gain skills and hone the ones they already have is a simple and valuable way to keep them engaged at work. These can be group opportunities or one on one chances to meet with someone who can provide training and encouragement as your employees grow in their careers within your company. The Takeaway The new hybrid workplace environment indeed makes engagement a challenge. When employees are working at home, they don’t have the same opportunity to connect with the organization and its other employees, which can be detrimental to feeling valued and engaged. While it may be a struggle, identifying engagement drivers can help you create a plan that keeps your employees engaged and provides them with the consistency and challenge that makes them want to stick around. Remember, making your employees part of the plan is the most important step. They want to feel like they matter and that their input matters. Begin with that and work the rest around it. About Author: Paula O Gorman is the marketing manager at Promotive, a marketing agency in Ireland. Paula uses some of these techniques to help with employee engagement and retention at Promotive.
Three pillars to digital government
The 21st Century Integrated Digital Experience Act (IDEA) recently celebrated its one year anniversary. The goal of the legislation is to improve the way citizens interact with the federal government. The ability to provide a modern digital experience to citizens and employees is now a basic expectation for all federal chief information officers (CIOs).Today, trust in institutions is near historic lows, setting the stakes for successful digital transformations at an all-time high. Whether the website visitor is a farmer, veteran, educator or senior citizen, the digital experience significantly impacts how they think about the federal government.Behind every great experience is a great workflow.The great workflows that will define our 21st-century digital government rely on three pillars: Modern Websites Digitized Government Forms and Services Electronic Signatures Modern WebsitesEvery 90 days, there are 3.5 billion visits to government websites, almost half of which are from mobile devices. So, new and redesigned federal websites must meet modern standards, like those recently published by the Technology Transformation Service. A user-centric approach to technology is the key to successful digital transformations.Digitized Government Forms and ServicesPresently, the federal government spends nearly $90 billion on information technology (IT) annually, most of which just maintains existing systems. These legacy systems can be costly and inflexible. By digitizing forms and processes, agencies can not only provide more personalized services, but they can work towards decreasing costs.Electronic SignaturesThe ability to easily share, review and sign off on documentation is essential to a great workflow. So, digital signatures are critical. They drive increased efficiency, faster time to service and improved processes. Once implemented, the related savings can open the door for new digital transformation initiatives.The government’s transition from legacy and manual processes to modern digital ones is well underway.21st Century IDEA is a key component, but it is still gaining traction. Our research found that 55% of federal employees are unaware of the 21st Century IDEA and only 38% of feds told us that customer experience (CX) is their agency’s top priority.One way to turn this around is by focusing on platform as a strategy. Platforms, such as LIKE.TG®, offer tools and digital capabilities that agencies can use to speed up their modernization efforts. At the core are portals, virtual customer service agents, automation tools and pre-established cloud-based security controls. Great experiences drive powerful employee engagement, unleashing productivity and fueling innovation.All government agencies want to deliver great experiences for their employees and customers. Poorexperiences can erode trust whereas great experiences often inspire it. CIOs know this, but they are hindered in their digital journeys by complexity, legacy systems and siloed data.We all share the same goal — simplicity. It begins with understanding how work and data flow through your agency, combined with an outside-in view of your customer interactions. Citizens should be able to interact with the government the way they want, not constrained by outdated legacy systems.The 21st Century IDEA Act is a great step in this direction, and we are just getting started.
Three reasons you need to know LIKE.TG in Chicago
LIKE.TG isn’t your typical Silicon Valley success story. The company wasn’t founded in a garage and its early days weren’t discussed in a dorm room. Rather, LIKE.TG got its start in San Diego, with a group of founders and early employees who liked to meet for lunch at the local Red Robin.Today, the vibe of its less-traditional beginnings still influences how the company operates.1. Roots in the regionThat’s one of the reasons LIKE.TG made Chicago its first U.S.-based technology development center outside the West Coast. Beyond its San Diego start and even its Santa Clara headquarters, LIKE.TG has close ties to the Midwest and believes deeply in the quality of talent there.Founder Fred Luddy attended Indiana University, where “Luddy Hall” at the School of Informatics, Computing, and Engineering now stands.President and CEO John Donahoe grew up in suburban Chicago.Chief Product Officer CJ Desai graduated from the Univ. of Illinois Urbana-Champaign.And four of the first five LIKE.TG employees in Chicago relocated from the West Coast to be closer to family.“Chicago is a top market for technologists – I'm always inspired by the new faces around the LIKE.TG office and excited about the skills they bring," said Desai. “With LIKE.TG’s huge growth, it’s important for us to be able to tap into the talent there.”The proximity of universities that specialize in computer science and other technology degrees was especially compelling as Desai considered Chicago as a development center. The LIKE.TG Chicago team started in early 2018 in a nearby co-work space but quickly outgrew its temporary digs. In early August, more than 60 employees moved into 176 N. Racine St. The new office was designed to foster creativity and collaboration and is located in the heart of one of Chicago’s most booming neighborhoods. 2: Some of the best and brightestBrad Henderson, the CEO of P33, Chicago-based organization that partners with business, academia, other groups to turbocharge Chicago’s tech ecosystem and promote inclusive economic growth, agrees that Chicago boasts some of the country’s top tech talent.“Chicago is home to some of the most accomplished computer scientists and engineers and is one of only a few cities in the U.S. with three, tier-one research universities. It’s no surprise that more and more companies are investing in the city. LIKE.TG’s move to Chicago is a testament to the city’s strengths, and we’re thrilled that they are officially a part of Chicago’s tech ecosystem,” he said.Chicago’s focus on technology is a great fit for LIKE.TG’s expanding team there. LIKE.TG works closely with several of the area’s universities to recruit talent, attending career fairs and hosting other events that help students learn more about opportunities. Members of area universities also joined LIKE.TG to celebrate the new office opening on Sept. 20.On a personal level, in 2018, Desai and his wife, Hina, lent their support to CJ’s alma mater to help increase representation of women in technology. The Desai’s endowed the “Desai Computer Science Fellowship” at the university to help the school recruit and retain top female graduate students, showing more than just a company commitment to technology talent there.3: Technology in service of peoplePerhaps the most notable thing that sets LIKE.TG apart is the quality and type of work the teams there do. Engineers at LIKE.TG work to solve different technology challenges than at other companies because LIKE.TG’s Platform is not just another app; it continually evolves, grows and develops, with features like artificial intelligence, machine learning, mobile and more built in.Engineers who work on the LIKE.TG Platform appreciate the ability to directly impact LIKE.TG’s customers with the features they create, the code they develop, the design they produce, and the quality they provide.The word is out: Chicago is a terrific market for tech companies. Employees are seeking out great lifestyles, and they’re finding it in Chicago.LIKE.TG’s Vice President of Platform Engineering, Joe Davis, emphasizes why top talent there chooses ServiceNow. “At LIKE.TG, our aspiration is to build a great, enduring company – one helps our customers create great experiences and unlock productivity – and employees who join us have the opportunity to make an impact every day.”
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