Intelligent CIO Africa Issue 72 | Page 74


ServiceNow : Four steps to becoming a digital business with longevity

The complexity and evolving nature of Digital Transformation have drastically changed since the pandemic . With the need to deliver a unified experience in challenging and emerging environments , how can decision-makers digitally transform their organisations ? Mark Ackerman , Area VP , Middle East & Africa , ServiceNow explains how businesses can best prepare for this digital economy and empower the customer at the same time .

It is difficult to imagine an enterprise in the Arab Gulf – or , indeed , anywhere – that is not , to some degree , a digital business . Software , whether on-premises or running in the cloud , is the great differentiator . Basic applications deliver the minimal productivity required to keep up with market demands and more advanced technologies automate , analyse , predict and advise . Together , these tools allow regional enterprises to contribute to the myriad economic visions of ambitious governments as they build sustainable , knowledge-based societies .

Businesses must reflect the economy in which they operate . Economies are increasingly digital , therefore businesses must become capable of operating and scaling in these emerging environments . Challenges are not what they used to be . Where a business previously just had to worry about efficiency , now it has to contend with pleasing the digital-native customer and attracting the digital-native employee . In this pursuit , applications rule the roost – delivering data-centric services that become the fuel of shrewd decisions . Here are four things regional decision-makers should bear in mind as they digitally transform their organisations .
1 . Build customer-centric services
Knowing your customer has always been essential , so why should we do anything different when designing our digital business ? No matter what it sells – Software- As-a-Service , clothing , cars , food – the modern enterprise must deliver a unified
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