Today’s State of Work – The Service Experience Gap

Survey highlights key challenges and opportunities for improving services in the workplace
A new report from ServiceNow, “Today's State of Work: The Service Experience Gap,” shows that business services typically fall far short of the service experiences we enjoy in our personal lives.

Despite significant technological advances and leading examples from consumer companies such as Uber, Amazon, and Airbnb, most businesses are not integrating modern application design and functions into their workplace service applications. As a result, popular consumer services rank 103 percent better than workplace services, according to the survey.

Key findings include:

  • More than one third of managers say they use mostly manual processes in the workplace
  • Managers are five times less likely to use a mobile app for work services than for consumer services
  • Almost 70 percent of managers say manual processes leave them less time for strategic initiatives

What does this mean to you and your business? The report calls out key steps you can take to close this gap, including streamlining processes, automating tasks, and creating refined digital interfaces for your applications.

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