Industry executives and experts share their predictions for 2020. Read them in this 12th annual VMblog.com 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.
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About the Author

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).