效率工具
Back to Work: Webinars for Returning to the Workplace
As COVID vaccines begin to roll out, get ready to return to the workplace with LIKE.TG and learn about how to bring employees back to your workplace.How to create an employee centered game plan for the safe return to workplaceWorkplaces are reopening. Register to learn how you can assess employee readiness, manage PPE, schedule maintenance, and more, including:
Creating a framework for reopening more safely
Supporting employees’ mental, emotional, and physical needs
Helping keep your workforce safe and productive anywhere
The return to workplace experience: Managing culture, care, and workforce safetyCOVID-19 has impacted every aspect of work, making the employee experience more important than ever before. Join this webinar to learn the essential strategies to drive your Return to Workplace experience while supporting the well-being and safety of your workforce.Josh Bersin, world-renowned employee experience expert, and LIKE.TG Chief Talent Officer, Pat Wadors, will answer questions during this event and dive deeper into return to workplace experience topics, including:
Measuring the sentiment of your workforce and why it’s essential
How to use employee data to drive better business decisions
Best practices for supporting employee safety and building their trust
Challenges and successes shared by organizations around the world with digital transformation
Now on Now: How LIKE.TG is ensuring its own safe return to the workplaceLIKE.TG wasn’t immune to global lockdowns. Our leaders are building a safe return to workplace strategy with technology at its core. Get an inside look at our plan to make work flow once again. Watch this webinar featuring VP of Corporate Services Robert Teed, VP of IT Corporate Services Jeff Bower, and Sr. Director of Global Talent Care David Reed, as they discuss LIKE.TG’s own strategy for returning its employees to the workplace.
New Microsoft Cloud PC integration optimizes hybrid work
As more and more companies settle into the new reality of hybrid work at scale, the ease of making desktops accessible from anywhere—along with the adoption of workflow technologies and processes all from a single platform—will be critical.To enable the best employee experience, companies need to be able to transition seamlessly between remote and in-person work environments. The hybrid way of working will require organizations to quickly create new workflows while focusing on how employees and teams get work done.More than half (59%) of employees say their companies don’t have a fully integrated system to manage digital workflows, according to The Work Survey by ServiceNow. On top of that, the use of digital collaboration tools has skyrocketed, with active users in Microsoft Teams surging to 145 million users per day in 2021, up from 75 million in 2020.LIKE.TG and Microsoft are continuing to find new ways for employees to seamlessly collaborate while delivering great experiences to our joint customers.Meet Microsoft’s Cloud PCMicrosoft is launching Windows 365 with the hybrid work environment in mind. Windows 365 can securely stream desktop apps, settings, and content from the Microsoft cloud to provide a Windows experience no matter where the user is or what device they are using.With Windows 365, Microsoft is creating a new hybrid personal computing category called Cloud PC, which uses both the power of the cloud and the capabilities of the device to provide a full, personalized Windows experience.With Microsoft’s innovation, Windows is evolving from a device-based operating system to a personalized computing system for a new hybrid world of work.At LIKE.TG, we’re excited to announce LIKE.TG integration with Windows 365, co-developed with Microsoft. This integration lets users quickly and easily request, approve, and receive their Cloud PCs.Streamlining hybrid workThe new LIKE.TG functionality with Windows 365 will allow our joint customers to request and receive Cloud PCs directly through the familiar interface of Microsoft Teams. The integration leverages LIKE.TG ® IT Service Management (ITSM) and Virtual Agent to integrate workflows through Microsoft Teams.All an employee has to do is ask for a Windows 365 Cloud PC on Microsoft Teams. This request kicks off a workflow that’s sent to LIKE.TG ITSM to gather the necessary approvals. ITSM then leverages Microsoft Azure Active Directory to add the requested user to the appropriate security grid, which automatically assigns the user a Windows 365 license.When the Windows 365 Cloud PC is ready, ITSM notifies the user in Microsoft Teams and provides access to the Cloud PC(s) they’ve requested. What once took days or weeks with a manual process is now delivered in minutes, providing a powerful end-to-end employee experience.For existing ITSM customers, the Windows 365 integration is expected to be available as a free app in the LIKE.TG Store starting this fall.Driving the future of workLIKE.TG is thrilled to be deepening our strategic partnership with Microsoft by integrating with a groundbreaking new product. Together, we’re driving the future of hybrid work.Learn more about how LIKE.TG and Microsoft are working together to boost collaboration, productivity, and employee satisfaction:
Watch the Microsoft Teams, LIKE.TG and Levi’s partner-customer success video
Download our ebook: Making hybrid work, work for you
Read our related blog: How LIKE.TG and Microsoft Teams improve the employee experience
Visit our LIKE.TG page at the Microsoft Inspire Event Site and be sure to check out these Microsoft Inspire sessions:
What’s next in end-user computing – July 15, 10:30 – 11 am PDT
Seizing the employee experience opportunity with Microsoft Viva
How LIKE.TG and Microsoft Teams improve the employee experience
Today, employees are consumers of the workplace. Just as companies compete for customers, they compete for candidates and to retain their existing workforce.Employees want a sense of belonging and to feel engaged in their everyday work. When employee happiness and engagement is lacking, it impacts the satisfaction and quality of work—and could mean missed business growth.[Transform employee experience.]According to Gallup, highly engaged business units can result in:
23% greater profitability
10% higher customer loyalty
18% more in sales
Because of this, the focus on employee engagement and satisfaction continues to grow. At the root is the desire for simplified workflows that allow employees to solve common everyday problems quickly on their own. That way, they can get back to actively contributing to business goals, where they feel most engaged.Together, LIKE.TG® workflows and Microsoft Teams provide a modern and simple user experience. By optimizing workflows for IT, HR, facilities, and other departments, you can save employees time and frustration—and improve collaboration, productivity, and employee satisfaction.Work from anywhereThe pandemic spurred a rapid shift to remote and hybrid working. With more employees working from home, there’s a need for easy access to virtual agent support without requiring employees to call, send emails, or visit in person. The LIKE.TG Virtual Agent does exactly that.Powered by natural language understanding (NLU), Virtual Agent simulates an in-person service desk experience from anywhere. The result is a simplified workflow where employees can self-serve for the most common issues and questions. Using the integration between Microsoft Teams and LIKE.TG, employees can:
Automatically resolve the most common IT request and HR tasks.
Quickly receive answers to frequently asked questions.
Seamlessly access a live agent for more complex issues.
Meet employees where they areWhen there are pain points in the existing workflow process, it’s important to meet employees where they are—and avoid adding fuel to the fire.“We didn't want to spin up a whole bunch of new technologies that they had to learn,” explains Dave Hellman, director of IT service management at Levi Strauss Co. “We wanted to put it in their hands. That meant leveraging things like Microsoft Teams, that meant leveraging our corporate intranet, and that meant leveraging ServiceNow.”With 145 million daily active users, nearly twice as many as at the start of 2020, Microsoft Teams has become second nature to most of us in the virtual environment to connect and collaborate. So, rather than having employees go elsewhere for IT and HR support, why not bring the support to them?LIKE.TG’s integration harnesses the familiarity of the Microsoft Teams platform and tools, smoothing the employee experience and taking collaboration and conversations to another level.Work better togetherThe multifaceted makeup of a good employee experience requires easy-to-use, accessible, and simple processes. It’s not enough to develop a workflow that meets one of these requirements and not the others.When businesses commit to improving employee experiences through simplified workflows, they often see an increase in Net Promoter Score® (NPS) and Customer Satisfaction Score (CSAT). The results from LIKE.TG Virtual Agent and Microsoft Teams customers show a shift in employee satisfaction and business efficiency. Our on-demand customer sessions from Knowledge 2021 highlight these benefits:
Itau Unibanco saw an 87% improvement in NPS and achieved a 40% reduction in IT tickers per month.
Levi Strauss saw its CSAT move to 100% for the very first time in more than 14 years due to improved trends in call volume SLAs.
Heineken found it 2x faster for employees to create tickets using Predictive Intelligence.
Integrating Microsoft plus LIKE.TG in your workflows and processes can improve business value.
The partnership between LIKE.TG and Microsoft makes this seamless experience possible. By combining employee comfortability, collaboration, and communication in Microsoft Teams with the predictive intelligence and AI capabilities of Virtual Agent, IT and HR departments can transform the employee experience and improve business outcomes.Learn more about how LIKE.TG and Microsoft Teams make engaging employee interactions possible from anywhere.©2021 LIKE.TG, Inc. All right reserved. LIKE.TG, the LIKE.TG logo, Now, and other LIKE.TG marks are trademarks and/or registered trademarks of LIKE.TG, Inc. in the United State and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
LIKE.TG and Microsoft power virtual agent collaboration on Teams for the new distributed world of work
On-demand collaboration happens fast nowadays. Service agents, from IT, HR and other departments, need to collaborate quickly to resolve employee needs before they become larger issues. Great employee experiences demand end-to-end integration and execution at scale.No longer a nice-to-have, productive collaboration has become essential for business continuity and enterprise resilience, as some workers start to return to the physical workplace.Today, we’re announcing the general availability of integrated capabilities with Microsoft that allow HR and IT agents to collaborate more effectively and resolve issues directly within Microsoft Teams—continuing the companies’ deep commitment to accelerating digital transformation for their joint customers and to creating great service experiences for employees within their suite of productivity tools.As we’ve seen throughout the pandemic, the combined power of business agility and collaboration has never been more critical. Enabling collaboration within workflows in Microsoft Teams, agents can tackle complex issues together and swarm resources to ensure that incidents are taken care of as quickly as possible.These breakthrough capabilities, available now, include:
Chat-to-Call: Agents can invite an employee to a Teams call directly from a live chat to quickly understand and resolve an issue. Chat-to-Call also enables video calling and screen sharing, allowing agents to significantly reduce time to resolution by quickly diagnosing an incident. In more complex situations, agents can join employees via video to provide a more human touch.
Major Incident Management, including meeting extensions: Agents can rapidly collaborate in a group setting to address organization-wide incidents through a structured process. With meeting extensions, key information can be shared from the Now Platform® directly into a Teams meeting to give agents a shared understanding of the incident at hand and enable more rapid responses.
The innovations announced today support agents through the distributed workforce model by facilitating rapid and direct lines of communications within Microsoft Teams to meet employees where they are. Simultaneously, agents now have the resources to prepare for increased incidents and requests as employees return to the physical workplace and require assistance in their transitions back to the office. Once an incident is resolved, all of the activity is captured in the Now Platform so that in the future, others can also benefit from the interaction.During the pandemic, customers have found that virtual agents provide employees answers and drive agent productivity so they can focus on the most complex issues. At LIKE.TG, we have seen substantial growth in customers rolling out intelligent chatbot experiences. In 2020, Virtual Agent deployments increased 300%, and self-service usage by employees grew 15-fold.You can learn more about our continued efforts with Microsoft to enhance the employee service experience and agent collaboration in Teams in an upcoming session at Microsoft Ignite digital experience, on March 2-4 and on-going here on the Digital Hub.Check out our latest capabilities in the LIKE.TG store:
IT Service Management Integration with Microsoft Teams
HR Service Delivery Integration with Microsoft Teams
Notify Connector for Microsoft Teams
Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
New Employee Workflow Solutions Keep Workforces Safe
2020 was a year of reckoning for companies across all industries. Businesses were challenged with adjusting to the new realities of work and life brought on by the COVID-19 pandemic and many organizations quickly responded to help meet evolving employee needs.At LIKE.TG, we’re proud that we were able to bring our Emergency Response apps and Safe Workplace suite to market within a matter of weeks to help our customers respond to COVID-19 while helping to keep their employees safe and productive. More than 900 enterprises globally have downloaded our Safe Workplace apps, with more than 9,500 app installations to date.We will continue to enable a safe and efficient workplace, releasing new workflow solutions and capabilities twice a month to support organizations – regardless of when and where their employees work.Today, we’re pleased to announce an out-of-the-box integration with Twilio to streamline return to workplace processes and communications. The integration enables organizations to send and receive SMS text messages regarding daily health updates and verifications, adding yet another communication method beyond email and push notifications for organizations to engage with their workforce.
“Today’s distributed workforce requires solutions that meet employees where they are, on the device of their choice,” said Zack Smocha, Senior Director Product at Twilio. “We’re thrilled that our integration with LIKE.TG further helps employers connect with employees at the most critical times, on their mobile device using SMS.”We also released an integration for Workplace Service Delivery with Mappedin, a leading indoor mapping SaaS platform. Together with Mappedin, we will deliver interactive indoor mapping and wayfinding experiences to employees, making day-to-day navigation, room reservation and discovery within the office simple.
In an increasingly distributed work environment, digital solutions must enable simple and flexible experiences, including the ability to easily find and book desks, collaboration spaces and meeting rooms, and navigate facilities.With this integration, facility and workplace teams using LIKE.TG can leverage a robust map editor suite to assist with keeping floor plans up to date. Property managers can edit floor plans in real time and publish those changes to their wayfinding and mapping experiences. And employees can reserve any space using an interactive floor map that shows reserved, unavailable and available spaces for booking."We’re seeing offices and other indoor spaces change constantly,” said Hongwei Liu, CEO of Mappedin. “Accurate digital maps and simple tools to keep them up to date help everyone stay on top of that change and focus on what they do best. This, paired with the LIKE.TG Workplace Service Delivery solution, provides a meaningful employee experience.”As we look to a new year, we know that providing organizations with solutions and tools to help bring employees safely back to workplaces – and enable productivity in a new distributed work environment – is essential. We’ll continue to innovate to help customers effectively manage workplace and workforce readiness, making work, work better for everyone.
LIKE.TG hires Gabrielle Toledano as chief talent officer
LIKE.TG announced today that Gabrielle “Gaby” Toledano is joining the company as chief talent officer.“Gaby is the perfect choice to attract and retain the industry’s very best talent,” said LIKE.TG CEO Bill McDermott. “She has my total confidence to strengthen the people power of ServiceNow. Gaby is a phenomenal, purpose-driven leader, with a deep passion for developing people and building a strong culture of diversity, inclusion, and belonging. Gaby will keep us at our best by ensuring the best work at ServiceNow.”Toledano begins her new role in January and will report to McDermott. She brings to LIKE.TG nearly 30 years of leadership experience in human resources and operations at both enterprise and consumer companies. Most recently, she led human resources, finance, IT, marketing, and facilities as chief operating officer of Keystone Strategy LLC. Previously, Toledano was executive in residence for Comcast Ventures and its portfolio companies. Prior to Comcast, she served as chief people officer at Tesla, and before that spent more than 10 years as chief talent officer at Electronic Arts. She also served as chief human resources officer for Siebel Systems.“LIKE.TG is a purpose-driven company with that magical combination of strong values, a unique, ‘hungry and humble’ culture, and world-class talent,” Toledano said. “To be a part of a high-growth company that cares so deeply about creating great employee experiences, developing and cultivating talent, and fostering a culture that is inclusive and diverse is a once-in-a-lifetime opportunity.”Toledano holds a B.A. in modern thought and literature and an M.A. in education from Stanford University. She serves on the board of directors at Bose Corporation and Glu Mobile.She succeeds Pat Wadors, who is stepping down to pursue a new role at an early-stage company.
How to prepare for changes in the workplace
Transitioning back to the office is becoming more of a possibility with each coming day. But managing the transition can leave you feeling overwhelmed. Where do you start? How will work be different after a year of working remotely? And how will you balance management of a remote and in-person workforce?The LIKE.TG on-demand Back to Work webinar series can help you prepare for changes in the workplace post-COVID-19 in four key ways.Digital transitionIt’s important to remain risk-averse to COVID-19 and keep employees safe as we begin returning to the workplace. Our Digital Options to Work Flexibly webinar with KPMG will help you think through crucial considerations for returning to in-person work.Digital solutions such as the LIKE.TG Safe Workplace Suite can help you support the safety and productivity of your workforce. Discover how integrating digital solutions with in-office and virtual work will help you through this transitional time. The webinar includes customer use cases.Human resources impactIt’s no secret that COVID-19 and remote work have changed the employee experience. As you shift your scope toward migrating employees back to the office, you might find our HR’s Role in Business Transformation webinar helpful.Industry analyst Josh Bersin and Telstra Group’s HR leader Alex Badenoch will walk you through issues and changes to address as you prepare to bring your workforce back to the workplace. You’ll also learn HR strategies you can implement to support your workplace transformation.Hybrid workforceIt’s not likely you’ll have all employees on-site all the time post-COVID-19. Learn how to reinvent your workplace with your employees top of mind in our Goodbye Reopening, Hello Reinvention webinar. LIKE.TG experts will discuss strategies to effectively support a hybrid workforce of remote and in-person workers.Keep in mind trust is a critical ingredient to bringing people back to the workplace. Workers want to know they’re safe. Discover how to adequately innovate and support your workforce, regardless of where they work.Shifting prioritiesYou likely have an idea of what this year’s corporate HR landscape will look like. See how it compares to HR industry consultant Josh Bersin’s in our Challenges and Priorities for 2021 webinar. Bersin will reveal his predictions for the year and help you explore ways to increase employee engagement.Returning to the office doesn’t have to be daunting. LIKE.TG will help you support your employees and adapt to changes in the workplace.
Now Platform Quebec release boosts employee experiences for the new era of work
The world of work looks vastly different than it did one year ago. Where we work and how we work have been decoupled and many of these changes are here to stay. Creating a great employee experience has become a key competitive differentiator and extends beyond HR into legal, workplace services, and more.Whether organizations are adopting a distributed approach to work or are planning to support employees in the workplace, companies require digital tools focused on delivering connected and engaging experiences for employees – no matter where they work.Today we’re unveiling new Employee Workflow innovations as part of our Now Platform® Quebec release to help organizations create great employee experiences, while boosting employee productivity, engagement and scaling enterprise service management.Improve employee experiences with digital workflowsGuiding employees through every step of their journeyA key aspect of the employee experience is the ability for an employee to be successful in their role. Much of this rests in the hands of managers. Yet managers often have limited time and resources available to create plans that contribute to an employee’s success.
To help alleviate these challenges, we’re releasing Journey Accelerator, an app that helps managers create customized role-based plans for employees. With Journey Accelerator, managers can organize activities and tasks personalized to an employee’s specific role to help them through moments that matter – like onboarding, a promotion, or a transfer.
Introducing In-Moment ActivitiesA successful employee journey needs to be supported with learning opportunities and improved with feedback, and organizations need to be able to deliver these experiences to employees directly in the flow of their work.
We’re introducing LIKE.TG® Listening Posts, an application available today that helps organizations capture feedback directly within the flow of work.
Organizations recognize the need to track and understand how employees feel about their work, the services they’re receiving and the tools they’re using. But far too often employee survey and listening tools collect feedback after the fact and are disconnected from the service experience. This results in low participation rates and feedback without meaningful context.Listening Posts measure employee sentiment directly in the moment an employee is receiving help. This provides leaders with real-time insights that can help them address issues quickly to improve the employee experience.
We’re also introducing Learning Posts to help employees upskill with relevant, contextual learning within the flow of work. While many organizations have systems for learning already in place, they don’t always have a way to surface these opportunities to employees when they need them. Learning Posts embed learning and upskilling resources into an employee’s tasks and workflows. They use AI to deliver relevant, recommended materials based on an employee’s interests. Our Learning Posts application is expected to be available on the LIKE.TG Store in May 2021.
For too long, the tools employees need to be successful and productive have been disconnected from where they do their work. Our digital workflows provide connective tissue that helps organizations meet employees where they are.Scale and expand Enterprise Service Management for connected and consistent experiencesWith the Now Platform Quebec release, we’ve also introduced solutions designed to quickly scale enterprise service management and reduce costs, including Universal Request and new applications for Workplace Service Delivery and Legal Service Delivery, now generally available.The enterprise service experience has traditionally been slowed down by departmental siloes. When an employee’s service request is misrouted or hits a dead end, employees lose time and get frustrated. Universal Request provides employees with a single, unified request experience across HR, IT, and other departments. With Universal Request, agents can collaborate and transfer requests and issues across departments while keeping employees informed of the status of their ticket. As a result, employees can stay focused on their work.New updates to our Workplace Service Delivery solution help companies manage a safe and efficient workplace in the new era of work. They include:
Workplace Visitor Management: Allows employees to register guests arriving to the workplace while automating task and communication processes, creating a seamless check-in process and improving efficiencies for workplace teams.
Virtual Agent: Enables employees to register visitors, reserve workspaces and submit workplace requests, all through a self-service chatbot.
Legal Service Delivery is now generally available, and we’ve introduced two new workflow applications for the product: Digital Forensics and Simple Contracts.
Digital Forensics: Provides a streamlined, transparent and secure process for legal teams to assign and track eDiscovery custodian queries across enterprise systems.
Simple Contracts: Provides self-service template contracts for NDAs and common agreements. Legal teams need an efficient, secure way to assign a contract for eSignature approval and track the status and completion, and they need to track contract status back to the originating legal request or matter. Our Simple Contracts app allows them to do both and includes e-signature integrations with DocuSign and Adobe Sign. It also integrates with Box for document storage and revision tracking.
More than ever, LIKE.TG is committed to delivering the tools organizations need to deliver great experiences, keeping employees productive and engaged, regardless of where they Work.You can learn more about the new solutions in our Now Platform Quebec release here.
LIKE.TG to acquire indoor mapping company Mapwize
In the new world of remote and hybrid work, creating great employee experiences is more important than ever. That’s why I’m excited that LIKE.TG is acquiring Mapwize, an indoor mapping and wayfinding company based in Lille, France.The future of work is hybrid. As more enterprises implement hybrid work regimes, they’ll need indoor mapping and wayfinding capabilities to help guide current and new employees to their workspaces. Mapwize will help bring this essential employee experience to our customers sooner and ultimately drive a more productive and efficient workplace.Why Mapwize?According to LIKE.TG’s 2021 Employee Experience Imperative study, which surveyed more than 3,000 employees at large enterprise companies in North America and Europe, 65% of respondents said they prefer a hybrid approach to work that includes digital and in-person interactions. With this move toward hybrid work, employees need choice and flexibility more than ever. Organizations that can provide consumer-grade digital experiences for their employees will be set up for success.Mapwize’s capabilities are all about boosting efficiency across people and places, making it easier for people to work, and to work together.With Mapwize, employees can navigate offices; reserve seats, conference rooms, and workspaces; and access workplace resources—all from their mobile or desktop device. Workplace teams can optimize space utilization by managing and updating floor maps based on usage patterns and their evolving needs.To support flexible and agile workplaces, we plan to build Mapwize’s mapping capabilities into the Now Platform®, on both desktop and mobile. Mapwize’s mapping capabilities are expected to become part of our Workplace Space Mapping application, included in our Workplace Service Delivery solution. That way, employees and workplace teams can have everything they need to navigate and build a great workspace, right at their fingertips.
Who benefits?
Employees who want to work more efficiently Mapwize’s capabilities boost employee confidence and efficiency, reducing the hassle of navigating a workspace visually. Employees can use maps to access workplace services, find and reserve workspaces, schedule and book rooms, and much more.
Workplace managers who want to create more functional spaces As businesses become more agile, work environments need to keep pace. With these new tools, workplace managers can track spaces, alter the status and use of spaces, and view workplace issues on an intuitive map.
Workplace planners who want to optimize space utilization As employees spend less time in the office, it’s crucial that workplace managers create spaces that are easy to navigate quickly. Now workplace planners can do their job better than ever, tracking activities and allocating spaces all in one platform.
Workplace agents who want to deliver better service Great service requires great experiences. Using Mapwize, workplace agents can view cases on the map and act on them quickly, without missing anything.
Why are we excited?Because we’re helping to create the new world of work. Organizations worldwide are experiencing an evolution in both strategy and culture. Agility and resilience are now vital for success. It’s time for our workplaces to align with this approach to work.To that end, we’re planning on re-platforming Mapwize’s technology into the Now Platform, leveraging the experience and expertise of the Mapwize team to enhance our Workplace Service Delivery and Now Platform capabilities. We expect the service to be available to our customers in the second half of 2022.Mapwize’s advanced mapping technology will advance our mission of empowering organizations to create excellent experiences for their employees. LIKE.TG helps you deliver great employee experiences across all enterprise functions, including IT, talent management, workplace services, and beyond. These experiences run out of the box, on a single platform, across multiple channels.Together, LIKE.TG and Mapwize are helping employees work better—regardless of where and how they do it.Use of forward‑looking statementsThis blog contains "forward-looking statements" about the expectations, beliefs, plans, intentions, and strategies relating to LIKE.TG’s acquisition of Mapwize. Such forward-looking statements include statements regarding future product capabilities and offerings and expected benefits to ServiceNow. Forward‑looking statements are subject to known and unknown risks and uncertainties and are based on potentially inaccurate assumptions that could cause actual results to differ materially from those expected or implied by the forward‑looking statements. If any such risks or uncertainties materialize or if any of the assumptions prove incorrect, our results could differ materially from the results expressed or implied by the forward‑looking statements we make. We undertake no obligation, and do not intend, to update the forward‑looking statements. Factors that may cause actual results to differ materially from those in any forward‑looking statements include, without limitation, assimilating or integrating Mapwize’s technology into our platform; the inability to retain key employees of Mapwize; unanticipated expenses related to Mapwize’s acquired technology; potential adverse tax consequences; disruption to our business and diversion of management attention and other resources; and potential unknown liabilities associated with Mapwize’s business. Further information on factors that could affect our financial and other results is included in the filings we make with the Securities and Exchange Commission from time to time.
Hybrid work leader Erica Volini to join LIKE.TG
The evolution of hybrid work requires companies to design strategies that transform their business while leveraging expertise, scale, and market-relevant insights that enable productivity from anywhere—and deliver amazing team experiences.LIKE.TG has heard from customers that they want us to continue to lean into our partner relationships as we support them in accelerating their digital transformation journeys.That’s why we’re excited to share that Erica Volini will be joining LIKE.TG in the newly created role of senior vice president of global alliances channel ecosystem (ACE) go-to-market (GTM) operations. She’ll help us and our partners drive enhanced workflow and industry-specific solutions offerings and build an even broader community of digital transformation leaders.Vision for partners and the new world of workVolini joins us from Deloitte Consulting, a global elite partner of ServiceNow. She’s spent her career building trusted relationships with some of the largest organizations in the world.Her deep knowledge of how to combine the power of humans and technology will be key to helping customers drive transformation that improves the customer and employee experience, increases productivity, and positively impacts bottom-line business results.“LIKE.TG’s purpose of ‘making work, work better for people’ deeply resonates with me because throughout my entire career, I have been focused on the evolving dynamics of work and how that can translate into meaningful business value and impact,” Volini says.“I am thrilled to be joining LIKE.TG as we continue on our path to $15 billion in revenue and help our partners and customers with their digital transformation efforts. I am passionate about helping organizations transform and redefining the very nature of how work gets done. I can’t wait to begin my journey with LIKE.TG and our amazing partner ecosystem.”Volini will join LIKE.TG’s global alliances and channel ecosystem organization later this month.Learn more about the LIKE.TG partner program.
How the NBA is creating the future of employee experience
For the past 75 years, the National Basketball Association (NBA) and Women’s National Basketball Association (WNBA) have delivered best-in-class experiences to fans. From e-sports to virtual reality, the league has pioneered new ways to connect fans to the game they love.Now, with LIKE.TG, the NBA and WNBA are taking their top-notch experiences from the basketball court to the corporate office.The new workplace experienceTraditionally, many organizations think of “workplace experience” in terms of routine transactions, such as hiring, onboarding, and payroll. It’s much more than that for the NBA, says Len Couture, executive strategist at ServiceNow. “It’s about creating a world-class experience for employees. It’s delightful, seamless, and connected, just like the fan experience,” he explains.Of course, workplace experience doesn’t end at the office door. In a traditional office, an employee experiences friction at every touch point in the workspace. Before having a meeting, they have to manually reserve a conference room. If they spill a drink during the meeting, they have to remember to notify maintenance, and maintenance has to keep track of which rooms they’ve cleaned.Employees have to take time out of their day to order lunch from the cafeteria. If they forget to notify the cafeteria about their dietary preferences, they have to leave the building to grab lunch off-site. Although these are small points of friction, they add up to minutes or hours of lost time.
Removing points of frictionThe NBA is using LIKE.TG® Workplace Service Delivery to chip away at the points of friction. Each of these experiences—reserving a room, requesting maintenance, ordering food, accessing the building—is now a digital workflow that employees can request using their phone.Employees can view available conference rooms or desks and book a time slot using Workplace Reservation Management. With Workplace Visitor Management, visitors can show their vaccination or COVID-19 test status to access the building.These digital experiences will evolve over time. “They generally become better and better as employees use them,” Couture says.This new workplace experience can empower employees to do their best work. That means even better products, services, and experiences for fans. It helps enhance day-to-day life for the NBA workforce, just in time for the league’s 75th anniversary.Learn more about how LIKE.TG helps organizations deliver the right employee experience.
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.
Navigating the new challenges of hybrid work
Work changed in 2020, but not just for the lockdown period—it changed forever. It’s become increasingly clear that we won’t return to the old working model.Workers have become accustomed to the autonomy of a remote environment. The 2021 Employee Experience Imperative found that six in 10 employees prefer some amount of remote work. As vaccine rollouts make office work possible again, employers are realizing hybrid is the future.However, hybrid work comes with a new set of challenges. Organizations must put effort into creating the collaboration, experiences, and efficiency the business and its workforce demand.Hybrid work: Avoiding a two-tier experienceMany organizations are thinking about the space challenges of supporting hybrid work. Where will everyone sit? Will there be enough meeting rooms?But there are some other big challenges to consider as well, such as inclusivity. Hybrid environments create a risk of uneven power dynamics between remote and in-person employees—a two-tier dilemma.According to Harvard Business Review, the creation of these power differentials within teams can “damage relationships, impede effective collaboration, and ultimately result in reduced performance.” So, organizations must ensure all workers, whether remote or in person, get a consistent employee experience.5 ways to deliver a consistent experienceAvoiding a two-tier system starts with ensuring all employees—no matter where they work—have the same opportunities for support and collaboration. LIKE.TG and Microsoft Teams are committed to bridging that gap. As of July 2021, Microsoft Teams has 250 million monthly active users.Here are five things we’re doing together to help organizations deliver consistent experiences in this new world of work, for employees and the teams that support them:
Through the LIKE.TG and Microsoft Teams integration, employees can get help in the collaboration tools they use most frequently—from home or the office.
Within the familiar and convenient Microsoft Teams environment, employees can submit and follow up on tickets from anywhere.
With AI-powered recommendations, the LIKE.TG Virtual Agent can provide answers to frequently asked questions by employees, and the power of Predictive Intelligence can help agents efficiently resolve cases as needed.
For more urgent issues, employees and agents can simulate an in-person experience by initiating a video call, chat, or meeting directly in Microsoft Teams.
With always-on virtual agents running in Teams, employees are able to get help from a single place, and in the tools they already use. They don’t need to toggle between apps or waste time finding whom to contact. The Virtual Agent deflects common service requests such as “How much was my last paycheck?” or “When will my benefits kick in?”—reducing the workload for IT, HR, and facilities teams and freeing them to focus on more strategic tasks.
Uniting peopleAs work changes, employees and businesses need tools that bring people together even when they’re apart. By integrating LIKE.TG and Microsoft Teams, you meet employees where they are and increase employee collaboration and satisfaction—lessening the potential of a two-tier experience.Learn more about how LIKE.TG and Microsoft Teams are making hybrid work, work for you in our ebook.
LIKE.TG a Strategic Leader in the 2021 Fosway 9-Grid™ for Cloud HR
Although parts of life have been put on pause due to the pandemic, our relationship with work hasn’t stalled away from the office. But working from home has profoundly changed the structure and flow of work. Employers and employees are collaborating to define what “workplace” means in 2022 and beyond.One of the biggest challenges facing organizations today is how to prepare leaders and teams to succeed in this new world of hybrid work while balancing safety, well-being, and productivity.Leaders are wrestling with floor space reconfigurations to accommodate fewer people at any given time. Some have given up on the notion of a physical office altogether. Others are dealing with diverse workforces, where “return to work” means transitioning employees back into customer-facing environments while navigating COVID-safe requirements.Everyone is trying to create more moments of human connection and figure out how to better collaborate within and across teams—all while balancing the safety requirements a post-pandemic environment demands.Work is taking shape in new waysOver the next decade, organizations across the Asia-Pacific region will face significant skills shortages. But it’s the immediate threat of a mass talent exodus driven by a desire for change and rising job dissatisfaction that has put employee experience (EX) front and center.Burnout and stress are among the top reasons employees say they’ll look for a new job. Asana’s Anatomy of Work Index 2021 found 77% of employees in Australia and New Zealand experienced burnout in 2020. With many struggling, organizations are challenged to keep teams productive and engaged.It’s worth remembering that productivity, at the center of every hybrid discussion, is a two-way street. Managers must be able to trust their people to work effectively, regardless of location. At the same time, employees can’t keep pace if much of their day is spent performing low-value tasks, dealing with bottlenecks, and trying to find information in fragmented systems.The data is clear: Engaged employees contribute more, according to a Human Resources Director article. Whatever the industry, this has a direct impact on customers, patients, and citizens.The “Great Resignation” is timely recognition that employees thrive when they’re empowered to choose how and where their work gets done. It’s a reminder that the post-pandemic landscape isn’t about solving a binary-location equation of either return to work or work from home—it’s about being empathetic to employee needs, wherever they are.
Meet your people where they areWhen the near-universal shift to working from home took place at the beginning of 2020, it revealed significant gaps for many organizations. Even companies that had been flexibility front-runners before the pandemic had to rethink their practices and perspectives.At a Trans-Tasman Business Circle roundtable, Hisham El-Ansary, CEO of Bupa Asia Pacific, explained the past 18 months confirmed his belief: Employers must respond to these new expectations to get the best out of their people—and to attract and retain great talent in a tight labor market.With 85% of Bupa’s 22,000 employees operating in front-line roles—including aged care homes, medical centers, dental clinics, and optical stores—working from the spare bedroom or kitchen table is not an option for everyone. But maintaining connection to the company and to fellow employees wherever they are has never been more vital.Employees expect managers to support individual needs. Parents are desperate to separate home and work life. Employees who’ve flourished while working from home are wary about returning to office distraction. That’s no surprise, given it takes more than 23 minutes to get back to work after any kind of interruption, according to the University of California, Irvine.Roundtable attendees across public and private sectors agreed: The future of work requires businesses to foster greater levels of trust in their people and embrace different ways of working as a competitive advantage to recruit, retain, and motivate.Build from a place of trustIt’s not uncommon for companies to find themselves implementing rules to “police” and manage risks for noncompliance while unintentionally stifling contribution and innovation from others. It’s an old script that hybrid working has flipped. The majority of workers want to show up to work each day and do meaningful work—it’s up to leaders to lay the right foundation to make that happen.The post-pandemic workplace requires a unified experience across all functions—from IT to HR, facilities to legal, and the hundreds of connecting processes in between. It means accommodating contractors and partners with the same level of support and focus.Digital workflows are the not-so-secret sauce in hybrid models, seamlessly blending virtual and physical interaction to deliver brilliant experiences. Employees should be able to access information, systems, and support from anywhere: at home, on the go, or in a workplace.Government agencies around the world have revealed new roadmaps to reopening, including guidance for employees returning to the office. However, the onus is on businesses to keep their people safe. Workers are counting on their employers to put the necessary tools and workflows in place to mitigate the risk of COVID-19 transmission.Data-driven contact tracing and a real-time view of workplace readiness will be prerequisites for many businesses. Some, like Uber, are already using Safe Workplace apps to reopen offices globally.“In the future, workplace apps will become widespread to manage flexible working,” says Eric Swift, vice president and managing director at LIKE.TG Australia and New Zealand. “These will include features like interactive maps so people can navigate around any work site or office they visit, and the ability to let colleagues know what days they will be in and what desk they will sit at, so it’s easier for teams to come together.”Hybrid work is here to stayAccording to the Australian Institute of Family Studies, more than 12 million Aussies have taken part in the great work-from-home experiment, triggering the biggest social shift in the nature of work since World War II. Now, as we prepare to leave lockdown restrictions behind, a clearer view of the new world of work is emerging.Employees are looking for seamless, easy-to-use workplace experiences that mirror the best consumer-facing apps they use in their lives every day. The right tools not only make it easier to get things done, but they also:
Empower people.
Promote well-being and safety.
Actively fuel productivity.
Whether you’re all-in remote, trying a mix, or balancing the complexities of front-line, fieldwork, or head office environments, digital tools will be the foundation for any successful hybrid workplace. By adopting the best of what we’ve learned during the pandemic, leaders can create healthier, safer environments where employees really can do their best work.Learn more about the new world of hybrid work.
LIKE.TG and Adobe: Reimagining employee experience in HR and legal
Responsibilities have increased for many employees over the last year. The combination of job pressures, new virtual work environments, and personal responsibilities has caused employees to feel overwhelmed. In a 2021 Indeed survey, 52% of employees reported feeling burned out, up from 43% a year earlier.For individuals in roles that serve the entire enterprise—such as human resources and legal—this administrative work compounds quickly. Teams can’t be bogged down by mundane, administrative, siloed tasks. The old paper-based and manual administrative processes that served organizations for years have become especially challenging as more work has shifted remotely.LIKE.TG and Adobe are transforming the employee experience using the Now Platform® and Adobe Sign. Let’s take a closer look at how this integration is improving work in HR and legal.Making legal work flowNearly every business process has a legal touchpoint and involves multiple teams and systems—from managing a compliance audit to vendor and employee contracts. As organizations grow, the legal workload only intensifies, and teams need to figure out how to deliver fast results, reduce risk, and meet new demands. Ensuring the right security and compliance obligations are built into legal processes is key.Consider the steps involved in a new vendor contract, for example. This normally requires a great deal of coordination between the department, procurement, legal, and the vendor—waiting for email responses and paper-based signatures.With digitized templates and workflows, the department head can directly access and complete a preapproved contract template online, which is automatically sent to the right people on the procurement and legal teams. E-signatures are securely collected online using an intelligent form that guides people where to sign. Through the entire process, digital workflows provide a clear audit trail and prompts to ensure all compliance boxes are checked.“With LIKE.TG Simple Contracts for Legal Service Delivery, we empower employees to request simple but high-volume contracts with minimal legal intervention,” says Product Manager Nagib Tharani. “The workflow assembles a template contract and routes it with Adobe Sign for signature. It can optionally store the contract in the legal team’s preferred storage system of choice.”According to a Forrester study, Adobe Sign delivers high return on investment, with up to 28 times faster average time to get a signature.Empowering HR processes with digital workflowsHR plays a critical role in supporting business growth, yet the team is often buried deep in repetitive, transactional work. Coordinating everything remotely has made things even more complicated.By digitizing paper-related tasks, such as employee onboarding, LIKE.TG and Adobe are making it easier for employees to get what they need fast while freeing HR workers from mundane tasks so they can focus on the work that matters most.With digital workflows from LIKE.TG HR Service Delivery integrated with Adobe Sign, new hires can fill out paperwork online from anywhere, on any device. Every aspect of the onboarding process is handled digitally—from completing forms to securing e-signatures to routing documents to the right HR team members. The status of every form is automatically tracked in one place, providing simplicity and visibility while ensuring compliance.This same approach can be replicated across nearly every paper-intensive HR interaction—nondisclosure agreements, benefits enrollment, and other standard forms.Boosting employee productivity and engagementHR and legal are ripe with opportunities to unlock greater agility and efficiency by eliminating silos and manual processes. The integration of Adobe Sign and the Now Platform:
Speeds workflows
Ensures business continuity
Unlocks productivity
Enables employees to spend more time on meaningful work that drives growth and revenue
Learn more about how LIKE.TG and Adobe can help digitally transform your organization. You can also sign up for a free 30-day trial of Adobe Sign for LIKE.TG.
Creating a connected, engaging employee experience
The biggest business story of last year was how suddenly and completely the COVID-19 pandemic changed the ways we work and live. Organizations had to look at how they operate, adjust to a hybrid workforce, and further embrace digital transformation.LIKE.TG has been at the forefront of the employee experience awakening. As new challenges emerge, our platform is perfectly suited to respond quickly to market-shifting events so that your workforce can stay productive.Improving business agilityPalo Alto Networks aims to make each day safer and more secure for its 80,000 customers in more than 150 countries. The global security organization deals with a range of regulatory requirements, so making changes and being agile can be complex. Its legal team had multiple systems of record and lacked a streamlined way to engage with employees.The company turned to LIKE.TG® Legal Service Delivery to organize and automate its processes, guided by three main principles: simplicity, transparency, and automation. Within a tight 12-week timeline, the enterprise replaced its existing tool and moved into LIKE.TG in what its experience management director called a seamless move.Reacting to changing business requirementsUber Technologies turned to LIKE.TG when reopening its more than 400 physical locations in 70 countries became a top priority. The first draft of the company’s three-phase return to the workplace was expected to take three to four weeks per site.Instead, Uber worked with LIKE.TG® Safe Workplace Suite to automate and streamline its approach. In two weeks, the company developed an application that protected workers and met changing regulatory requirements. That reduced Uber’s reopening time to only two to three days per location.General Mills, which already used LIKE.TG® HR Service Delivery for its 38,000 employees in 30 countries, got back up to speed quickly when it adopted the LIKE.TG Safe Workplace Suite.The organization gained visibility into the entire lifecycle of its employees’ COVID-19 cases around the globe and created new automations and reporting to make its return-to-workplace efforts more efficient. The mobile enablement also let the company reach employees no matter where they chose to work.Transforming employee services across key momentsDell Technologies found LIKE.TG® Virtual Agent was a great fit when it wanted to create a chatbot. In the first quarter, Virtual Agent serviced about 50,000 chats. With 17 topics, Dell saw 47% deflection, which surpassed the company’s expectations. Interactions that did get transferred to a live representative received a 97% satisfaction rate by callers.Global biopharmaceutical company Bristol Myers Squibb used LIKE.TG® Enterprise Onboarding and Transitions to completely retool its digital onboarding experience. It created a combined portal on its Employee Service Center to provide one-stop-shop access to IT- and HR-related services and knowledge base articles.Download our Employee Workflows Book of Knowledge to learn more about how you can create connected and engaging employee experiences. Whether you want to boost engagement and productivity, manage a safe and efficient workplace, or increase operational efficiencies, you’ll discover how other enterprises are using LIKE.TG to keep employees in hybrid workplaces connected, engaged, efficient, and supported.
Keeping employees safe, well, and productive in hybrid work
Although parts of life have been put on pause due to the pandemic, our relationship with work hasn’t stalled away from the office. But working from home has profoundly changed the structure and flow of work. Employers and employees are collaborating to define what “workplace” means in 2022 and beyond.One of the biggest challenges facing organizations today is how to prepare leaders and teams to succeed in this new world of hybrid work while balancing safety, well-being, and productivity.Leaders are wrestling with floor space reconfigurations to accommodate fewer people at any given time. Some have given up on the notion of a physical office altogether. Others are dealing with diverse workforces, where “return to work” means transitioning employees back into customer-facing environments while navigating COVID-safe requirements.Everyone is trying to create more moments of human connection and figure out how to better collaborate within and across teams—all while balancing the safety requirements a post-pandemic environment demands.Work is taking shape in new waysOver the next decade, organizations across the Asia-Pacific region will face significant skills shortages. But it’s the immediate threat of a mass talent exodus driven by a desire for change and rising job dissatisfaction that has put employee experience (EX) front and center.Burnout and stress are among the top reasons employees say they’ll look for a new job. Asana’s Anatomy of Work Index 2021 found 77% of employees in Australia and New Zealand experienced burnout in 2020. With many struggling, organizations are challenged to keep teams productive and engaged.It’s worth remembering that productivity, at the center of every hybrid discussion, is a two-way street. Managers must be able to trust their people to work effectively, regardless of location. At the same time, employees can’t keep pace if much of their day is spent performing low-value tasks, dealing with bottlenecks, and trying to find information in fragmented systems.The data is clear: Engaged employees contribute more, according to a Human Resources Director article. Whatever the industry, this has a direct impact on customers, patients, and citizens.The “Great Resignation” is timely recognition that employees thrive when they’re empowered to choose how and where their work gets done. It’s a reminder that the post-pandemic landscape isn’t about solving a binary-location equation of either return to work or work from home—it’s about being empathetic to employee needs, wherever they are.
Meet your people where they areWhen the near-universal shift to working from home took place at the beginning of 2020, it revealed significant gaps for many organizations. Even companies that had been flexibility front-runners before the pandemic had to rethink their practices and perspectives.At a Trans-Tasman Business Circle roundtable, Hisham El-Ansary, CEO of Bupa Asia Pacific, explained the past 18 months confirmed his belief: Employers must respond to these new expectations to get the best out of their people—and to attract and retain great talent in a tight labor market.With 85% of Bupa’s 22,000 employees operating in front-line roles—including aged care homes, medical centers, dental clinics, and optical stores—working from the spare bedroom or kitchen table is not an option for everyone. But maintaining connection to the company and to fellow employees wherever they are has never been more vital.Employees expect managers to support individual needs. Parents are desperate to separate home and work life. Employees who’ve flourished while working from home are wary about returning to office distraction. That’s no surprise, given it takes more than 23 minutes to get back to work after any kind of interruption, according to the University of California, Irvine.Roundtable attendees across public and private sectors agreed: The future of work requires businesses to foster greater levels of trust in their people and embrace different ways of working as a competitive advantage to recruit, retain, and motivate.Build from a place of trustIt’s not uncommon for companies to find themselves implementing rules to “police” and manage risks for noncompliance while unintentionally stifling contribution and innovation from others. It’s an old script that hybrid working has flipped. The majority of workers want to show up to work each day and do meaningful work—it’s up to leaders to lay the right foundation to make that happen.The post-pandemic workplace requires a unified experience across all functions—from IT to HR, facilities to legal, and the hundreds of connecting processes in between. It means accommodating contractors and partners with the same level of support and focus.Digital workflows are the not-so-secret sauce in hybrid models, seamlessly blending virtual and physical interaction to deliver brilliant experiences. Employees should be able to access information, systems, and support from anywhere: at home, on the go, or in a workplace.Government agencies around the world have revealed new roadmaps to reopening, including guidance for employees returning to the office. However, the onus is on businesses to keep their people safe. Workers are counting on their employers to put the necessary tools and workflows in place to mitigate the risk of COVID-19 transmission.Data-driven contact tracing and a real-time view of workplace readiness will be prerequisites for many businesses. Some, like Uber, are already using Safe Workplace apps to reopen offices globally.“In the future, workplace apps will become widespread to manage flexible working,” says Eric Swift, vice president and managing director at LIKE.TG Australia and New Zealand. “These will include features like interactive maps so people can navigate around any work site or office they visit, and the ability to let colleagues know what days they will be in and what desk they will sit at, so it’s easier for teams to come together.”Hybrid work is here to stayAccording to the Australian Institute of Family Studies, more than 12 million Aussies have taken part in the great work-from-home experiment, triggering the biggest social shift in the nature of work since World War II. Now, as we prepare to leave lockdown restrictions behind, a clearer view of the new world of work is emerging.Employees are looking for seamless, easy-to-use workplace experiences that mirror the best consumer-facing apps they use in their lives every day. The right tools not only make it easier to get things done, but they also:
Empower people.
Promote well-being and safety.
Actively fuel productivity.
Whether you’re all-in remote, trying a mix, or balancing the complexities of front-line, fieldwork, or head office environments, digital tools will be the foundation for any successful hybrid workplace. By adopting the best of what we’ve learned during the pandemic, leaders can create healthier, safer environments where employees really can do their best work.Learn more about the new world of hybrid work.
New Virtual Agent integration automates time-consuming IT issues
Like much of the workforce, IT help desk teams have spent the past year implementing new tools and processes to adapt to the new world of hybrid work.Many, for example, have turned to virtual agents, AI-powered enterprise chatbot tools that allow employees to quickly resolve common IT issues. Yet, despite the promise of virtual agents, many IT teams still find themselves manually handling everyday incidents. Some of the most common are virtual application and desktop session “resets.”These resets can be caused by a variety of factors, such as networking issues, forgotten passwords, or misalignment with the IT organization’s chosen authentication policies. However, they all have one thing in common: They can be managed by virtual agents but are often still resolved by a slow, manual, IT help desk process.Relieving IT and empowering employeesToday, LIKE.TG and Citrix are introducing a new Virtual Agent integration to help relieve this burden for IT teams. Leveraging LIKE.TG® ITSM and powered by LIKE.TG IntegrationHub, the new solution plugs into the Citrix ITSM Connector app, allowing IT to automate the necessary reset actions within Citrix Virtual Apps and Desktops service.With this integration, reset incidents can be resolved in a matter of minutes rather than hours, empowering teams to deliver fast, AI-powered, self-service experiences to all employees—regardless of their location or even what personal productivity tools they use. From mobile devices to collaboration tools and regular browsers, LIKE.TG virtual agents are available when employees need them.The new integration helps solve a significant problem for IT organizations. Reset incidents are not only time-consuming, but they’re also expensive. For example, IT service desks at organizations may get more than 10,000 reset incidents per year that need to be resolved manually, draining productivity and taking hours to resolve.
Powering productivityThrough this integration with Citrix, LIKE.TG is building on its commitment to advance automated self-service across the enterprise, powering employee productivity and reducing costs for enterprises.Poor employee experiences can have a dramatic downstream impact on customer experiences. Workers at healthcare providers, for example, need simple, secure, and consistent access to software for viewing authorized private patient records and appointment schedules. Slow resolution of IT incidents can impede patients’ ability to receive care, particularly when employees are working from home without access to another device.Brian Nuernberg, manager of IT service delivery at North Carolina-based healthcare network Novant Health, says the organization has been challenged by the IT demands generated by remote work, particularly given the broader healthcare delivery challenges created by the pandemic.“Secure and consistent access to Citrix Virtual Applications and Desktops so that employees have the appropriate level of access to key information is mission-critical,” he notes.“With the Citrix ITSM Connector, we’ve been able to reduce the number of incidents resolved manually by 25%. We expect to more than double that number initially with the new Virtual Agent integration and see it increase as adoption spreads across the organization to unlock more productivity for our employees and provide the best patient experiences.”The new integration is available now in ITSM Virtual Agent Conversations and the Citrix ITSM Connector from the LIKE.TG Store.
Celebrating women’s achievements and reimagining the world of work
On International Women’s Day, we celebrate the extraordinary achievements of women and our collective effort to create a more gender-equal world. The occasion also offers an opportunity to reimagine progress. How can we make our communities more diverse, equitable, and inclusive? How can we make sure women can thrive where we live and work?These are critical questions at a moment of seismic shifts for all of us: navigating the “Great Reshuffling,” exploring new ways to work, reckoning with longstanding social injustice, and many more. The pandemic has changed all our lives in ways we never could have predicted. It has taken an especially heavy toll on women, including working mothers and women of color.According to the Women in the Workplace 2021 study from McKinsey in partnership with LeanIn.Org, 40% of women have considered leaving their organization or changing jobs. “Women are now significantly more burned out—and increasingly more so than men,” the report found.This kind of honest look at our current state shows just how much work remains. It also shows that women are leading and creating innovative paths forward.Helping women thriveFrom my point of view as a chief people officer, fostering an inclusive culture is the future of work and the key to growth for any company. That’s why we’re creating bridges of opportunity for women who dream of careers in the historically male-dominated tech industry.We’re partnering with organizations such as Women Back to Work, PowerToFly, and Fairygodboss—all to help women thrive. From returnship programs to supporting women after a career break to leadership development programs, we want to help women grow into their dream roles.I’m deeply proud of the extraordinary women on our team driving an inclusive people strategy at the core of LIKE.TG’s tremendous growth. This is a team that wants to lead a once-in-a-generation opportunity to make work better for everyone.We’ve made a pact to help our people live their best lives, do their best work, and fulfill our purpose together. When we follow through on that commitment, we help our customers simplify life for their employees and customers. These leaders help us put people at the center of everything we do. They recognize that women at all levels of our company make us stronger.In honor of International Women’s Day, I connected with a few of our many amazing female employees to gain their insights as we reimagine the new world of work.
Creating inclusionKaren Pavlin, chief equity and inclusion officer“The pandemic hasn’t just forced us to work differently. We’re also thinking about work differently. In my role, I want to make sure that people can explore those issues and get support. People will need different things. Everyone has experienced the pandemic in their own way. A large share of women—one in four according to a McKinsey study—are considering leaving the workforce or downshifting their careers because of the impact of COVID-19.“I try to remember that people we work with every day are going through different things all the time. Some are feeling anxious and burned out. Some are feeling liberated by not having a commute or spending more time with their dog. Chances are you’ve had some of these experiences or know someone intimately who has.”Building a better workplace for parentsErica Volini, SVP, partner go-to-market operations“We know that women and moms have been hit especially hard during the pandemic, with 42% of women saying they felt burned out in 2021, compared with 32% who said so in 2020, according to research from McKinsey. As a mother of a young child, I’m committed to changing the workplace and supporting working parents now more than ever.“Employees need to have the resources and built-in support during every moment that matters in their personal and career journeys—from taking leave to supporting a growing family to transitioning to a new position and taking on more responsibility in their careers.”Employee experience innovationsGretchen Alarcon, VP and GM, HR Service Delivery“As a working mom, the demands on my time change frequently (yes, even now that my kids are in college). So, I'm very sensitive to making sure employees can get access to the information they need, whenever they need it, and on any channel—because 11 pm is when someone might need to know about insurance coverage, not the next day.“But the employee experience has often had too much friction—with clunky, manual, and outdated processes that make it difficult to find information and get help. Businesses today must act with empathy to keep employees productive, happy, and engaged. This is especially true as many people reassess their role in favor of opportunities that align with their own personal goals and values. A people-centered employee experience, supported by technology that simplifies work, is critical.”
The evolving role of managersMelanie Lougee, head of Employee Workflow strategy“Over the last two years, managers have been on the front lines of so much change and uncertainty. Their role has evolved into a coach and career adviser, and they’re being challenged to balance their own work, their team’s work, and deadlines while finding new ways to build and inspire culture among a distributed team.“This has been an acute challenge faced by many women in the workforce who, along with navigating the manager balancing act, are balancing more responsibilities at home. Amid this shift, organizations need to create a culture of continuous learning, and they must implement technology that’s personalized to each employee’s needs. A single platform that supports managers in their evolved role will go a long way in the new world of work.”Tech transformationVanessa Smith, senior VP, industries and solution sales“A shift in power between employers and employees means technology is both a driver of productivity and business growth and a tool to support employees wherever and whenever they choose to work. But implementing technology for technology’s sake isn’t enough.“IDC estimates that more than $3 trillion have been invested in digital transformation initiatives globally over the past three years, but less than half of organizations implementing those projects have yet to achieve the expected outcomes.1 A relentless focus on adoption, and partnership across the organization, is what will make digital transformation work for businesses and their employees.”Meaningful workKelly Kent, chief transformation officer"In today’s increasingly competitive talent market, a maniacal focus on the top priorities impacting the business is vital. No one feels invigorated by working on low-value tasks. We need to reframe goal setting with this in mind.“Empowering employees to do more meaningful work and more clearly track their performance against business objectives can have a powerful impact on employee retention and satisfaction. We all want to feel connected and know that our daily work matters. And when we accomplish this alignment, we’re off to a great start enabling employees to also provide great customer experiences.”Find out more about the new world of work.1 IDC Worldwide Digital Transformation Spending Guide, V2 2021; The C-Suite Tech Agenda for 2021: Business Priorities, Hurdles, and Tech Investments, Doc #EUR147497321, March 2021.
LIKE.TG deepens commitment to hybrid work with new wayfinding technology
Companies shifting to permanent hybrid work environments are up against major challenges, including additional investment in new physical experiences for employees. This is complex and expensive. It involves bringing together systems, technology, and teams that have historically been siloed.But with every challenge comes an incredible opportunity to make work better. That’s why we’re excited to announce that we’ve re-platformed Mapwize indoor mapping technology into the Now Platform® in less than a year.Available today, LIKE.TG® Indoor Mapping helps businesses create great employee experiences. Say goodbye to investment in disparate systems and point solutions that don’t work together. Mapwize integrated into LIKE.TG will enhance our already-powerful workplace solutions.Built for the hybrid workplaceIDC estimates that, globally, 20% of organizations with 500 or more employees have either already invested in wayfinding technology or are planning to do so.We’re giving companies the technology they need with our first LIKE.TG Indoor Mapping use case, Workplace Indoor Mapping, an app available in our Workplace Service Delivery solution that makes desk hoteling and wayfinding simple.Workplace Indoor Mapping also offers multi-building wayfinding, which makes it easy and efficient for employees to go from building to building. This means they can focus on the work that matters most with minimal interruptions.Wayfinding technology is only effective when floor plans are accurately captured and kept up to date. Workplace Indoor Mapping helps employees work more efficiently, and it helps workplace managers design functional, accurate, and easy-to-follow floor plans.With Indoor Mapping Studio, also available today, teams can:
Create, edit, and deploy maps in real time to help ensure they’re updated consistently.
Manage surroundings beyond the indoor space to identify points of interest (restaurants, train stations, government buildings) or design elements (trees or logos).
Customize map design for a more personalized style that matches a company’s brand and identity.
Automate most of the map creation process to streamline tasks that don’t need to be monitored or controlled.
“When I joined the LIKE.TG team less than a year ago, I was excited about the potential to help global organizations navigate hybrid work environments,” says Mederic Morel, director of product management at LIKE.TG and former CEO and co-founder of Mapwize.“Today, I’m thrilled to see this vision come to life more fully. With mapping capabilities built into the Now Platform, we have a unique opportunity to empower employees and drive productivity. These solutions will help organizations stay nimble in the ever-changing hybrid work environment.”The hybrid work technology evolutionAs hybrid work becomes the norm, companies know they need to support employees wherever they work. Workplace Indoor Mapping, alongside other new Workplace Service Delivery enhancements, empowers employees to do their jobs effectively from wherever they choose to work.Additional updates help ensure the mundane logistics or tasks associated with going into the workplace fade into the background, enabling employees to easily:
Invite specific attendees and visitors to a reservation and add services such as catering or equipment.
Set preferences and bookmark favorites for locations.
Create hybrid meetings with Zoom or Microsoft Teams alongside reserving a physical space to help engage all meeting attendees.
Hybrid work comes to lifeCustomers across industries and sectors are already benefiting from Workplace Service Delivery to improve the workplace experience and meet employees where and how they work best.As Uber planned for a safe and voluntary return of employees to the physical workspace, it knew technology could help it better respond to changing regulations and uncertainty. Uber used LIKE.TG Workplace Service Delivery and Safe Workplace solutions for self-service workspace reservations, mobile health checks, and more. This helped ensure a seamless transition for employees returning to the office while helping people feel safe and supported.Find out more about how LIKE.TG is helping organizations reimagine the workplace for the future.
Bringing more flexibility to hybrid work
Amid a worldwide surge in COVID-19 cases, many businesses are postponing their return-to-workplace plans once again. As we kick off 2022, for many, a hybrid workplace may be the best solution.Organizations have embraced digital transformation to enable employee productivity from anywhere. Employees have thrived under flexible work arrangements. Today, we’re proud to announce updates to our Workplace Service Delivery solution that enable further flexibility and safety to support the future of hybrid work.The workplace reimaginedAlthough companies may eventually reopen their offices in earnest, the fundamental role of the office is evolving. The workplace is no longer the default location where most employees go every day. Instead, it’s becoming a destination for collaboration and brainstorming, as well as for key meetings.Employees want access to the workplace for this purpose, but only if the experience doesn’t add more hassle, stress, and frustration. They’re making decisions about where and how they work based on their personal comfort levels and needs.4 ways to simplify the employee experienceThe Workplace Service Delivery updates announced today enable flexibility, helping to make it simple and safe for employees to visit the workplace—when and how they feel comfortable. Employees can:1. Book cross-office events. As the office becomes an event center for company meetings and town halls, many meetings will involve teams across various offices. New group reservation capabilities make it easy to book room and desk reservations on behalf of team members or create reservations for workspaces and rooms across multiple locations at once, from desktop and mobile.
Q&A: Meet the skills intelligence leaders powering the future of work
Remote work, the Great Resignation, political and social unrest. The past few years have flipped the talent landscape on its head, and employees are rethinking what they want from work.At the same time, companies know they need to recruit, develop, and retain a workforce that can respond to evolving business demands. As the relationship between an employee and employer evolves, talent strategy must get personal. Companies need to know their employees’ skills, interests, and goals to provide meaningful and impactful work experiences.That’s why I’m thrilled LIKE.TG is deepening its commitment to talent solutions and the future of work with the acquisition of Hitch Works, a skills mapping and intelligence company. Hitch will add a new layer of AI-powered skills insights to the Now Platform to help customers address talent gaps. It will also tie employee learning and development to workforce planning and more effectively match people to projects—all from a single platform.As part of the acquisition, we’re proud to welcome two accomplished leaders to the team, Heather Jerrehian and Kelley Steven-Waiss. The pair built Hitch to make work more meaningful and purpose-driven. At LIKE.TG, they’ll continue to build solutions to help customers address talent gaps and make work better for everyone.
I sat down with Heather and Kelley to learn more about their backgrounds and get their perspectives on the future of skills technology.Q: Why LIKE.TG and why now?Heather: The market is here, and the moment is now to be the leader in skills intelligence. Joining forces with LIKE.TG allows us to scale our skills-related capabilities across a wide ecosystem of business leaders, managers, and employees—and be at the forefront of the future of work.To rapidly deliver our skills intelligence and talent mobility solutions to the global market, we needed a strategic partner whose vision, mission, and values aligned with ours. At Hitch, we’re passionate about making work more meaningful and purpose-driven. LIKE.TG’s relentless focus on making work better for everyone—and doing so collaboratively, inclusively, and with humility—resonated with us and was apparent from the very first meeting.Kelley: LIKE.TG and Hitch are aligned in our shared purpose to change the world by making work better for everyone. We share a belief that a productive and engaged workforce is the greatest asset of the organization. Creating a great employee experience is critical to supporting business agility. People are more than the job they’re doing today. They have an amalgamation of personal and professional experiences and skills that we need to make visible to drive positive outcomes.As we emerge from the pandemic and combat the Great Resignation, we’ve realized the extent to which the employer value proposition is centered on employee experience. People need to be seen, valued, and heard. On top of this, employees want a single place to consume content, get work done, learn new things, and connect to information—and it needs to be consumer-grade and easy to use.With LIKE.TG, we have an opportunity to make the vision of Hitch a reality to win as the leader in workforce skills solutions.
Q: Where do you see the skills management/employee development market heading in the next 3–5 years?Heather: Employees today expect their workplace technology to be highly customized and consumer-grade. Digital tools need to be intuitive, on-demand, connected, and collaborative.The same principles apply to skills management and employee development technologies. Although formal development planning happens a few times a year, employees are constantly learning on the job, in the flow of work, through informal conversations with colleagues and mentors, in virtual classrooms, on apps—and this list is not exhaustive.In the future, I predict that AI-powered skills intelligence will bring these learning systems together and allow companies to have unprecedented, real-time visibility into the skills of their workforce. This will allow companies to tap into internal capacity, be more intentional about upskilling and reskilling, and promote and develop employees based on what they know, not who they know.Kelley: As many organizations are starting to realize, we’re living in a world that doesn’t stand still, and neither do skills. Employees are constantly looking for opportunities to learn and grow in their career. Skills are the new currency and will become the basis for making recommendations about learning, roles, mobility, etc.People will need to reimage themselves and build a muscle to learn, unlearn, and relearn throughout their careers. As such, skills management needs to be dynamic and smart, capturing the movement of skills as they change by role, industry, and discipline.In the employee development market, we expect learning to become more about experience and outcomes versus content. Technology will need to enable learning in the flow of work and be customized and personalized. Users will want it all in one place, which puts LIKE.TG at the epicenter of this evolution.Q: Any unique/favorite examples of learning experience technology in action?Heather: In January 2022, Hitch launched a skills intelligence accelerator program open to all companies, not just customers. This was born from repeated discussions in which customers told us they didn’t know how or where to start on their skills-based work journey. This is an emerging and increasingly relevant space. However, there’s no playbook.In a matter of weeks, diverse yet like-minded companies came together in a monthly virtual roundtable to exchange ideas with luminaries in the field of skills-based work. The program addressed questions such as:
How do you gain visibility into organizational skills and capabilities?
What people-related processes and policies are impacted by moving to a skills-based enterprise?
The resulting insights have been priceless. We’re on the path to the future of work where barriers to entry are low, participants are diverse, discussions are problem-based, and collaboration is technology-enabled.
Kelley: When we first released Hitch to our early customers, we created apprenticeship opportunities that paired employees with experts in different fields to learn new skills on the job and in the flow of their daily work.This idea later became the impetus for feature developments such as skills-based mentor matching and non-obvious career path offerings based on matching people with adjacent skills. It was also the start of our work on the proprietary algorithms and skills intelligence engine powering our platform and the direct link to learning content via learning management systems and learning experience platforms.Since then, our customers have used this applied learning as a strategy to empower employee development by offering insights into new career pathways based on skills. Doing so allowed our customers to drive a great employee experience and proactively build a supply chain of critical skills from the inside.Q. What’s the best career advice you ever received?Heather: Ask for 100%, 100% of the time. A friend shared this with me. I thought it was brilliant and also terrifying because it can be difficult to ask for what you want. I’ve found it easier to advocate for others than myself, so I use this as a reminder that the worst thing that can happen is someone says no.Kelley: I would say 1) Do what you love, and success will follow; and 2) Take the opportunities that scare you to death because that’s where you’ll learn and grow the most.Find out more about how LIKE.TG is helping organizations power the workforce of the future to create unified employee experiences.Use of forward-looking statementsThis blog contains "forward-looking statements" about the expectations, beliefs, plans, intentions, and strategies relating to LIKE.TG’s acquisition of Hitch Works Inc. Such forward-looking statements include statements regarding future product capabilities and offerings and expected benefits to ServiceNow. Forward-looking statements are subject to known and unknown risks and uncertainties and are based on potentially inaccurate assumptions that could cause actual results to differ materially from those expected or implied by the forward-looking statements. If any such risks or uncertainties materialize or if any of the assumptions prove incorrect, our results could differ materially from the results expressed or implied by the forward-looking statements we make. We undertake no obligation, and do not intend, to update the forward-looking statements. Factors that may cause actual results to differ materially from those in any forward-looking statements include, without limitation, the inability to assimilate or integrate Hitch’s technology into our platform; the inability to retain employees of Hitch after the transaction closes; unanticipated expenses related to Hitch’s acquired technology; potential adverse tax consequences; disruption to our business and diversion of management attention and other resources; and potential unknown liabilities associated with Hitch’s business. Further information on factors that could affect our financial and other results is included in the filings we make with the Securities and Exchange Commission from time to time.
Survey says: Total experience-focused companies outperform
Now, more than ever, the employee experience (EX) and customer experience (CX) are intertwined. Improving CX has a positive impact on EX, and vice versa.“Companies that excel at experience delivery don’t think of the two as separate,” notes Dave Wright, chief innovation officer at LIKE.TG, in the Summer 2022 issue of Workflow Quarterly. “Instead, they align EX and CX to multiply the effects of each. Rather than tracking and improving one or the other, they’re looking for ways to do both at once.”Indeed, organizations are aligning the two to create a positive total experience. To that end, 69% of 1,000 executives surveyed by LIKE.TG and ThoughtLab have modernized their IT platforms. According to our respondents, this was the single most effective move to align customer and employee experience.Other steps include collecting customer and employee feedback, digitizing customer processes to boost employee productivity, and measuring how employee engagement affects customer retention (see Figure 1).
Figure 1. Top steps organizations have taken to drive total experience effectivenessTotal experience benefitsGreater revenue is the No. 1 advantage of aligning CX and EX, according to 60% of respondents. In addition, organizations benefit from better products and services, new business models, and improved reputation.More specifically, organizations that embrace total experience tend to see:
Greater customer retention
Higher-quality customer service
Heightened ability to attract customers
Improved data security and privacy for customers
Interestingly, these organizations also benefit from improved:
Worker health and safety
Employee data privacy
Teamwork and collaboration
Staff loyalty and retention
4 steps to optimize a hybrid work environment
Work is no longer a place. It’s an activity that can and does happen anywhere. As such, it’s given rise to hybrid work, which combines the collaborative atmosphere offices provide with the perks of working remotely. This model gives employees flexibility in their workdays and better work-life balance.It also has the potential to positively affect diversity, equity, and inclusion, according to McKinsey. That’s because underrepresented groups are the most likely to desire flexibility, the 2022 Future Forum Pulse Summer Snapshot reveals. By race or ethnicity, the report identifies Americans who prefer hybrid or fully remote work as:
88% Asian/Asian American
83% Black
81% Hispanic/Latinx
79% White
A flexible or hybrid work environment fosters inclusion. And an inclusive company culture is seven times more likely to be rated high-performing by its employees, McKinsey finds. Let’s explore four ways your organization can effectively manage a flexible work environment.1. Maximize the potential of hybrid workHybrid work isn’t going away. Managing it requires a fresh approach to project management. Traditional, project-based delivery methods fail to meet today’s business needs. The key to success is aligning investments to business value, but how?Watch our Hybrid work management webinar to find out how forming teams around products can facilitate favorable outcomes. Adopting a product-centric rather than project-based delivery method can help you identify and overcome bottlenecks to focus on providing the highest customer value.2. Put employees firstThe employee experience directly affects the customer experience, so it makes good business sense for organizations to prioritize their employees. Do your employees have the resources they need to do their best work? Empower them at every touch point, from onboarding all the way through offboarding.In Reimagine the workplace and support the hybrid workforce, leaders from NielsenIQ and the UK’s Department for Environment, Food, and Rural Affairs discuss various aspects of hybrid work. Gain insights on the future of the workplace, real estate management, and employee productivity.3. Connect people, places, and technologyKeeping employees connected while enabling their flexibility can be a challenge. They rely on you to provide the services they need, whether they’re navigating an office space, collaborating with co-workers, or looking for answers to questions. And they want seamless experiences both virtually and in person.Empowering your hybrid workforce requires transparency to effectively nurture people and increase employee engagement. Get tips from human resources innovation partner Leapgen and biopharmaceutical company AstraZeneca.4. Plan for successA winning hybrid work strategy at any organization comes down to the policies and practices in place. In Hybrid work: Planning for what comes next, HR industry leader Josh Bersin shares findings from his The Hybrid Work Playbook to help inform organizational policies.You’ll learn how companies are redesigning their workspaces, the significance of employee feedback, how to help managers of remote and hybrid teams, and ways to upskill workers.
LIKE.TG named a Leader in Enterprise Service Management
We’re thrilled to announce that LIKE.TG has been named a Leader in the Forrester Wave™: Enterprise Service Management (ESM), Q4 2021. We believe this recognition validates our industry position and continued investment in workflow automation and capabilities addressing employee service delivery across the enterprise.Modernizing service deliveryLIKE.TG helps drive efficiency and collaboration to improve service experiences by providing a digital foundation that connects end-to-end process flows. Instead of delivering services separately by functional domain, services can be delivered in a manner that:
Connects systems and departments
Provides shared visibility across all services
Gives enterprises the ability to continuously improve services and processes using low-code tools
For example, the global business services team at Equinor, an international energy company, wanted to modernize service delivery, but its departments used different systems. Workflows could involve as many as seven departments for any request.To unify its fragmented environment and improve speed and quality of service, Equinor switched to ServiceNow. This move enabled Equinor to deliver global business services to approximately 49,000 stakeholders. They now have one centralized place to go to raise a request, with an experience that’s efficient and seamless.Improving employee satisfactionLIKE.TG also provides a modern employee experience platform for the new world of hybrid work. Instead of facing the complexity of threading together siloed processes, the Employee Center helps employees navigate to the right information, support, and systems at the right time from wherever they are.Experiences are personalized, and everything the employee needs is at their fingertips in one connected experience. When employees feel supported, they’re more likely to remain engaged, provide better customer service, and be loyal to the company.For example, Sanford Health strives to produce a five-star service delivery experience for its 50,000 employees so they can focus on taking care of patients.With the help of LIKE.TG, the organization created a unified service portal—a single source for employees to go to for answers to questions. As a result, 97% of cases were completed within service-level agreements, and employee satisfaction improved due to the case resolution rate.Empowering employeesTo accelerate digital innovation, LIKE.TG helps organizations build new applications with low-code at speed and scale so employees can get the services they need. With skilled developers in short supply, organizations can meet the demand for faster application development and rapid automation by looking to business users, or citizen developers, to digitize new services or extend existing ones with low-code tools.Canadian energy company Suncor brought in LIKE.TG to replace its aging IT ticketing system. As strong interest in the platform arose from other parts of the business, including HR and supply chain, the organization built a dedicated development team to extend LIKE.TG capabilities.Using low-code, that team developed an application in just a few days, with a 90% reduction in application development effort.
