Looking Ahead: Expect Improvements in Customer Service and Collaboration in 2023

Planning to take on this year in new and innovative ways, our Chief Product Officer, Todd Bashor, shares his 2023 predictions on technology, the customer experience, new horizons for remote-first work, and hopes for more collaboration.

Published:
December 16, 2022

Planning to take on this year in new and innovative ways, our Chief Product Officer, Todd Bashor, shares his 2023 predictions on technology, the customer experience, new horizons for remote-first work, and hopes for more collaboration.

Businesses will rise to meet growing customer expectations for smooth and quick resolutions

Technological advancements, including virtual assistants and machine learning, have significantly improved the customer experience in the last couple of years. These leaps in service have raised customer expectations in that they demand convenience and ease when seeking a resolution.

In 2023, businesses will be able to meet this challenge by implementing various AI tools (i.e., virtual agents, AI-assisted routing, natural language processing, sentiment analysis, etc.) that can produce quicker responses and solutions when customers raise their hands. Additionally, I expect companies to look to deploy more self-service processes, such as customer service portals, native mobile applications, and better knowledge bases, as the customer digital brand experience becomes more automated.

We'll see breakthroughs in separating home and work lives as companies will empower employees to thrive in the remote-first environment

At NewRocket, we are proud to be a remote-first company at the forefront of learning and improving this new way of working. While on this frontier, we've recognized a growing difficulty separating work time from home time. This isn't a surprise, as the physical distance between work and personal space is now gone.

In the following year, I expect businesses to focus on providing techniques to their employees to separate work from home. This type of training will become commonplace as organizations look to have a happy and healthy workforce.

Business leaders will focus on creating better collaboration methods to engage employees in an increasingly virtual workplace

Hybrid and remote work policies are here to stay. With that, businesses will continue to look for ways to create a digital office to engage their employees and strengthen organizational culture.

My NewRocket dev teams have been using a web conference tool that includes a Codewords game. We occasionally meet to play this game, which creates camaraderie, healthy competition, and a shared experience.

The human element of working remotely is essential to teamwork and productivity. These types of activities will become more common as team leaders look to strengthen the connection of their
teams. Look for innovation in the number and types of options to increase virtual engagement among employees.

Companies will face an important decision on digital transformation investments

As industries continue to shake out the new normal of work, employees will be left in limbo on how to best do their jobs. Whether in a traditional, hybrid, or remote setting, the technology-receptive sectors will put additional resources behind digital efforts, albeit with a more watchful eye.

These efforts will lead to greater operational efficiencies and improved employee satisfaction as technological advancements in personalized intranets, remote collaboration, and machine learning can help alleviate painful job duties that deteriorate workers' job satisfaction.

I can't help but feel excited about the future. In the meantime, I urge all to celebrate what we achieved in 2022 and to take time to rest and recharge. There's lots to accomplish next year!

Todd is a seasoned technologist and innovator with over 20 years of experience in developing strategies that solve complex technical and business issues. Connect with Todd on LinkedIn.

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Looking Ahead: Expect Improvements in Customer Service and Collaboration in 2023

Planning to take on this year in new and innovative ways, our Chief Product Officer, Todd Bashor, shares his 2023 predictions on technology, the customer experience, new horizons for remote-first work, and hopes for more collaboration.

Knowledge Wrap Video

The event provided a vibrant platform for reconnecting with peers, delving into AI transformation, and driving innovation with purpose. Read on to discover how NewRocket made its mark at Knowledge 2024.

What We Learned

From recent insights gathered, we learned that ServiceNow customers are increasingly receptive to adopting AI solutions and ServiceNow has the tools to embrace that head on. However, there's a gap in AI use-cases for more mature users, highlighting the need for a creative approach to accommodate their business needs.

In navigating AI adoption, organizations are challenged to find the delicate balance between embracing innovation and avoiding dependency on emerging technologies. Advisory consulting and trusted guidance beyond initial queries spark interest, particularly around AI's impact on operations. Read our AI blog series to learn more about our approach.

Excitement around GenAI is apparent, with most users eager to explore its potential benefits and invest in quick wins. Notably, advanced use cases like process mining are gaining traction. Key solution themes include interest in native mobile applications, Employee Center migration, and the urgent need for enhanced data capabilities.

Recognitions and Awards

ServiceNow Americas Employee Workflow Partner of the Year

The ServiceNow Americas Employee Workflow Partner of the Year award celebrates Partners' exceptional efforts in enhancing employee experiences through innovative collaborations and technology solutions. Learn More.

UK Public Sector Partner of the Year Award

The ServiceNow UK Public Sector Partner of the Year underscores  Partners' dedication to driving digital transformation and delivering exceptional outcomes for public sector organizations in the UK.

ServiceNow.org Partnership for Good Grant

The ServiceNow.org Partnership for Good Grant highlights Partners' commitment to leveraging technology for social impact and driving positive change in communities around the world. Learn More.

Top 10 Finalist for ServiceNow Best Employee Portal of the Year

ServiceNow's Best Employee Portal of the Year award recognizing Partners' dedication to creating innovative solutions that empower employees and enhance workplace experiences. Learn More.

NewRocket Booth

At ServiceNow's Knowledge 24 event, we connected with 350+ attendees at our booth, showcasing how NewRocket supports organizations on their ServiceNow journey. AI emerged as a key topic, reflecting the growing interest in its potential across businesses. Our strategic advisory approach, FlightPath, aligns technology with business objectives, drawing on our expertise in customer, employee, technology, and security transformation. Plus, we captivated attendees by transforming them into astronauts using AI. See the photo booth results here!

Workshops and Speaking Sessions

Beyond Personas: Developing Holistic Frameworks to Personalize User Solutions

Industry innovation: Consilio’s Transformation Journey on ServiceNow

Dive Into Prototyping to Accelerate Validation With Design Libraries

Make Better Business Decisions by Integrating Risk and Compliance

Participating in ServiceNow's Knowledge sessions and workshops this year was truly enriching. Interacting with customers and partners provided invaluable insights into the future state of ServiceNow and allowed us to have in-depth discussions on how we can collectively offer better experiences across various facets of the platform. From exploring advanced AI integrations to optimizing workflow processes, the conversations were not only enlightening but also inspiring, fueling our commitment to innovation and excellence in the ServiceNow ecosystem. We can't wait to see you next year!

NewRocket Party

Our poolside event at the Capri restaurant in Las Vegas provided a refreshing break from the conference hustle, allowing us to unwind and connect with friends, colleagues, partners, and customers in the cool open air. As the night progressed, we loved creating unforgettable memories and strengthening our bonds within the ServiceNow community.