Column

Healthcare employees need better digital platforms

Cloud-based ITSM tools consumerize employee experiences and reduce manual, repetitive work
Healthcare business needs to focus on improving employee experiences through an ITSM platform.
culture trumps digital transformation

Flow State

Culture eats digital for breakfast

Why smart CIOs focus on cultural transformation
digital payments banking

Article

Scalable digital payment platforms take off

Banks are using a shared platform strategy to grab market share
ServiceNow metrics inform strategy

Column

Beware the KPI trap

Metrics should support strategy, not supplant it
customer journey

Q&A

How to navigate the customer journey

A conversation with customer experience expert Annette Franz
impact of digital revolution on society

Flow State

Employees are customers, too

Leaders, take note: Employee experiences drive business results
california data governance law

Article

Get ready for California’s new data-governance law

Preparation and compliance tips for CIOs and CISOs
agile strategic planning

Q&A

How to adopt agile strategic planning

A conversation with corporate strategy consultant Russ Finney
intelligent assistants customer service

Flow State

How to please customers at scale

Lessons from a Missouri magician, customer service guru Shep Hyken
customer support strategy

Column

5 ways to optimize customer service management

Workflow integration, automation, and knowledge-sharing can create a seamless experience for both customers and support teams
intelligent automation

Q&A

Intelligent automation can’t fix a bad process

A conversation with business strategy expert Sam Ransbotham
mobile app design

Column

How to build great mobile apps

Companies don’t need highly complex software to create great mobile experiences. They just need focus on what people need to get their jobs done
work app design

Infographic

Better work apps by design

Great user experience (UX) is just as essential for enterprise apps as consumer offerings