Great sponsors make great events.
We are thrilled to have NewRocket as our Platinum Service North Sponsor in 2022. – their first time at our event. And on this occasion we would like to mention our huge appreciation for their profound generosity. We couldn’t be more grateful for their support.
In this blog, the chief innovation officer at NewRocket, Chris Pope talks about their services, but as well how they create meaningful experiences and extraordinary results with ServiceNow, that enable employees to be more productive.
About NewRocket
We are a group of five award-winning ServiceNow partners that have come together to delight our clients and go beyond in every interaction. We are an elite ServiceNow partner, with certification (badges) across all four workflow areas, delivering world-class implementations and integrated solutions across the entire ServiceNow platform.
Creating extraordinary human experiences is at the core of everything we do. Whether we’re building and implementing workflows, designing portals, managing risk, and security programs, or delivering data and insights to fuel businesses, we consistently raise the bar and go beyond to deliver incredible outcomes for the people at the forefront of the technology.
Although we don’t talk directly to or about SIAM, many of its core principles are embedded in what we do with and for our customers. In the new ‘World of Work’ where transactions and interactions can and are more opaque than ever before, we see many organisations struggling to;
- Reinvent your business model(s)
- Galvanise customer experience
- Unleash your human capital
- Maximise your efficiency
- Make IT Agile
The experience economy is key to the future of all services, service providers and consumers. Choice is no longer limited, we have the opposite problem, almost too much choice! Service Providers have choices to make in terms of doing less but better or trying to be all things to all customers. Both have challenges but the customer connection underpins both directions. Many struggle with the ability to digitally represent their customers and what services they consume, driving revenue by customer by product, ensuring the promised value is realised, and managing the cost to deliver those services. The war for talent has never been greater, add to this the rise in cost of living we are all seeing, service providers have to show and deliver value like never before.
Service Providers need to be able to :
- Have a near-real time understanding of profitability
- Understand resource allocations and adjust accordingly
- Workers can prioritise work based on value
- Drive CSAT with improved customer satisfaction with consumer like services for availability, billing and consumption
In many comparisons we draw for ‘good service’, the level of interaction with other humans is low, much of what we classify as good or great is actually human – to – machine interaction. The future for service providers has to be centred around personalisation, contextual interactions and hands off/light off experiences, driven by the customers experience and not internal targets or goals.
What are we doing at Service North 2022?
I am presenting on the subject of how the human experience can greatly impact how we conduct our business and interact with customers. Customers want trust in the organizations they work with. In this session I will look at removing silos, how to get on the front foot of expectation, enable self-service, provide insight into the full picture and how to empower your service workers. My presentation is scheduled for April 6th, at 08:00am. Join me and feel free to pop up a question!
We’ll also be exhibiting, which provides us with a great opportunity to meet with SIAM practitioners from all over the world. So come and join us virtually at the Service North booth on 6th and 7th April 2022.
About the author
The best thing about my job is that every day I’m meeting, talking and ‘cogitating’ with CxOs, heads of IT and business transformation leaders about their experiences and ambitions.
It’s about understanding their vision, then enabling them to think differently and challenge the status quo to create the opportunities that will transform their business approach.
