Session Code: THS3056

Presenter(s): Richard McGill Murphy

Company(s): ServiceNow

Abstract: How does process automation affect workers and employee cultures? How can leaders implement digital strategies in a way that maximizes both employee satisfaction and business impact? In this talk, ServiceNow editor in chief Richard Murphy presents learnings from the Ethnography of Work study. ServiceNow ethnographers conducted a comparative study of two very different organizations: a healthcare system in Australasia and a state government agency in the U.S. Our goal was to understand how employee experiences change when humans and machines collaborate.