Driving performance through optimization Report for ServiceNow October 2021 ThoughtLabAs the world enters the post-pandemic, digital-first era, business and government leaders are refining their digital transformation plans, particularly around digitized customer and employee experiences, resilience, optimization, and speed. Private- and public-sector entities are looking at metrics such as “total experience” and where they can digitize and connect employee and customer experiences to drive business performance. They are pursuing “resilience”, seen as the ability to maintain business performance in the face of episodic disruptions and risks. From there, the ideal becomes “optimization” or, in other words, the simplification, integration, and redesign of processes to improve speed an

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