ServiceNow notes importance of chief human resources officer in digital transformation tangle

ServiceNow has published its financial results and given a missive on how it thinks the enterprise is responding to digital transformation – and how, of course, it is helping organisations in this process.

The Santa Clara-based firm published $497 million in subscription revenues for the fourth quarter of 2017, with a record 41 deals over $1 million in the quarter and more than $1 billion in total contract value in Q4 2017.

Yet of greater interest are the comments made by ServiceNow CEO John Donahoe around how enterprises are organising themselves with the onslaught of digital.

Speaking to analysts, as transcribed by Seeking Alpha, Donahoe said a key trend his company was seeing was around CIOs increasingly partnering with CHROs (chief human resources officers) among other members of the C-suite to deliver a full end-to-end employee experience. The CHRO is relatively unsung; a report from Harvard Business Review back in May concluded that, as the success of any large company depends on its people, it has become an increasingly influential role to take.

“In conversations with customers worldwide, I consistently hear how CIOs are being tasked with leading digital transformations across their companies and are looking to deliver great customer and employee experiences in the process,” said Donahoe. “And CIOs are looking for the right strategic technology partners to help them.

“ServiceNow has become a core strategic partner for CIOs and other C-suite executives on their transformation journey,” added Donahoe. “We are uniquely positioned to be the connective tissue that streamlines and simplifies workflows across the enterprise, eliminating silos, and creating more seamless interactions.”

Another trend, as evinced by the features of Kingston, its latest platform, is around machine learning. Responding to an analyst question, Donahoe said Kingston had been adopted by 90 customers so far, with its machine learning capabilities being integrated through DxContinuum, which ServiceNow acquired last year.

“We’re going to get serious about user experience using consumer Internet standards, not just enterprise software standards,” said Donahoe. “To be honest, we have a long way to go. But Kingston was our first step in this direction, and our customers are seeing material improvements in our user experience.”

Donahoe also mentioned SkyGiraffe, the enterprise mobility platform provider featured on several occasions in this publication, also acquired by ServiceNow last year. The CEO added the company ‘fully intend to have mobile capabilities native into [its] platform’ in 2018.

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