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ServiceNow 2020 Predictions: Enterprise tech disruption will get more mobile

VMblog Predictions 2020 

Industry executives and experts share their predictions for 2020.  Read them in this 12th annual series exclusive.

By Boaz Hecht, Vice President of Platform Product Management at ServiceNow

Enterprise tech disruption will get more mobile

2020 is poised to be a transformative year as enterprise tech disruption will get more mobile. Below are three ways we'll continue to see mobile play a key role in delivering a seamless user experience in the year ahead.

In the next decade we'll continue to see more tasks automated and mobile plays a key role. 

AI will disrupt and positively impact how employees are self-servicing to get work done in a proactive manner. As AI gets more intelligent, we'll automatically be able to group approvals together for approval by identifying patterns. Mobile will continue to play a key role as it will allow self-service to take place whenever, wherever - so you could be engaging with a chatbot or a knowledgebase article on your terms. But this also means that AI will be continually used for mobile self-service interactions.

Mobile will not be the silver bullet for organizations; omnichannel experiences that free up employees enabling them to be more productive is.

Mobile is still a huge focus - and should continue to be. However, customers will realize that they need an omnichannel approach when it comes to creating a great user experience for employees. Mobile has built in native capabilities like using the camera or utilizing push notifications that can help make a good experience, great. But, there's still a need for desktop experiences where you may need to access multiple screens. I believe we'll see more apps that are purpose-built where the app can solve a specific problem or meet the needs of a particular "persona."

The next tech disruption will be technology that has the foundation of mobile, NLU, and AI.

This past decade, we saw technology like mobile NLU, and AI take off. Each of them has disrupted our consumer lives. In the next decade, these technologies will impact our experiences at work where we'll see them help replace or automate repetitive, low value work. I also believe that we'll begin to see the fruits of mobile, NLU, and AI come to fruition in the next decade. We'll start to see new technology that's built on this foundation take hold and benefit a mix of industries, applications and training.


About the Author

Boaz Hect

Boaz Hecht is Vice President of Platform Product Management at ServiceNow, owning mobile, chat and collaboration. Previously he was co-founder and CEO at SkyGiraffe (acquired by ServiceNow).

Published Tuesday, January 07, 2020 7:45 AM by David Marshall
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