hey everyone thank you for joining us for another episode of glide chat today i have sherelle bolden employee experience specialist and success manager at servicenow my name is mike lombardo ceo of glidefast shirelle how you doing today i'm doing well thanks for having me super excited to be here oh thanks for joining me uh when i met you a couple months ago i got real excited about your passion and it's not often that i see someone that kind of matches my passion in the room for service now so thanks for joining again super excited yes i know we have similar energies but it's all for our customers it's what we want to do and it's great when you are passionate about what you do so i'm excited absolutely so shirelle why don't you uh give us a little overview of uh what your role is at servicenow well of course well i am the employee experience specialist as you said i know it's a mouthful but i'm super excited uh what i do here at servicenow is i'm over our employee experience workflow i'm a product specialist supporting our team so i work with customers to really identify and create a better employee experience across their organization um not just in hr but in procurement legal service delivery workplace service delivery safe workplace as we all gear up to return to work so that's really my passion um and really thinking about employee experience as any area across the enterprise that an employee can touch and really find ways to keep them engaged and keep them excited about coming to work especially in times like this when you're obviously i'm working from home um and how do i still stay engaged when i'm really not seeing a lot of people but i can leverage the technology to do that absolutely and you know when when we were talking you mentioned you know obviously we're in different times right obviously we've experienced a lot of uh turmoil and change so fast right and uh typically i think organizations really aren't used to changing this fast right and there's been so much change so fast and i know you mentioned like the great resignation uh which i love the title by the way and i think the first time i heard it was with you could you maybe touch upon that of like what's happening with organizations and you know i think maybe how servicenow employee experience workflows are uh facilitating and helping companies uh be competitive out there awesome yes the great resignation is it's a new term and you probably will hear it more often and it's fortunate you heard it from me but it's something that i think about all the time and i know we're thinking about here at servicenow um you know if you look at some articles you know people probably google this after this uh this conversation uh to learn a little bit more but what we're hearing in the market and from our customers is that right now there's just a lot of employees who are leaving um i think the burnout has happened i think again you said it earlier michael with all stuff going on in the world today in the climate people are just trying to figure out what are they passionate about um they want to work for companies that keep them engaged they want to work from companies that have uh that they feel that they're connected to that's inclusive and things like that and i and i think when you think about the great resonation people think it's oh it's money i'm leaving for money or i'm leaving for more flexibility no you believe in because you're disengaged and so service now um when you think about employee experiences that's our goal is how can you still make an employee feel like they're in the know that they're able to get their requests and their questions answered if they're able to know the you know be able to be communicated to in target communications right um so you know when i get onto the system and it says good morning shirelle you're here i know you were interested in learning a little bit more about what we're doing in uh with inclusion or inclusive activities or or what we're doing for many i mean just different things right and we give our customers an opportunity to leverage technology to be able to do that and really connect to our employees so a great resolution is going to continue and so how will employees think about employers think about keeping their employees engaged and so um you know that's what we're thinking about here so as we continue to enhance our products and help our customers digitize their employee experiences that's in the back of our mind is when you think about that customer why they want to be here how are they going to be engaged and we really we leverage our technology to do that yeah and you know employees have such a demand really for that consumer grade experience really in all aspects of our life now it's not just you know using amazon and using social media platforms and our iphones it's really every aspect of our life we want things now we want it fast we want a great experience i mean i can't tell you how many comments i get about people being onboarded at glidefast we use servicenow for our whole recruitment process and onboarding and really the whole lifecycle of an employee but i mean just people love the fact that we use servicenow we just streamline the process and make it so easy just simple things like selecting which laptop they want to use um but you know i see it you know people really demand that consumer grade experience and i really think that was kind of fred luddy's vision from the beginning is not having servicenow is just a ticketing system but really the whole life cycle and the whole experience of you know employees but you know even further you know you know there's so many use cases coming up right no exactly right when you think about it i mean if you go every night and you can order something for amazon that you can get the next day or you can get on instagram and and have a collaborative conversation with your friends or see photos or different things like that that's what you're used to and then you go to work and you're like using pencil and paper you know a string in a cup to be able to be able to talk to somebody and have that type of engagement it's just it's too different right so why not make that experience the same type of experience at work and not just for like you said hr type requests but if i need to go on a trip where i have a business trip that i need to take right i have a way to go into procurement and say hey i need to apply to be able to get these type of things to go to las vegas i know that we talked a little bit about that right like anything in your area where i can touch if i have a legal request and and there's something that happened i really need to know the answer then i should be able to just make a request and say you know hey this is a universal request i don't know who it goes to but i'm gonna put this into this portal i'm gonna put this into my phone and it should be able to workflow should be able to happen on the back end where i never know you know or who i need to touch but it's i know i'm being serviced and i'm being serviced quickly and i know that in you know 2.5 seconds i'm going to get a response that says hey shirelle i heard you i hear you i see you we're working on it and we're going to get you an answer quickly those are the type of experiences that we think about here at servicenow is how do we make that person on the other end really get that that again that consumer grade experience in that real time experience where they're not sitting at home waiting on hey i asked the question you know i had a question three you know three weeks ago and no one said anything i'm already at home i don't see anybody i don't have any friends in the office and here i am being ignored but we don't want employees to feel that way we want them to know that someone is looking at them someone someone cares about them and someone is targeting their communications just specifically for them and that they can feel special and know that you know that again that they are a part of that community at that company and so that's how i want you to think about it when you think about employee experience is this anything that an employee can touch we can automate that and we can if we can make that interaction between the employee and the employer uh a very seamless experience yeah and and you got me thinking i mean you know when now with the talent shortage out there right companies are competing more than ever for that you know above and beyond talent right that high high level talent and you know you know speaking with you it's like it's almost like customers uh or sorry employees really want two things right first of all they want you know when they reach out like you said when they reach out for questions or when they have a need they want it fulfilled first of all and when you don't have a platform like servicenow facilitating that service right that service if you're in email you know you're not sure if those needs are getting fulfilled so that's maybe the first thing that we hey servers now is going to ensure that this this service is filled or the request is filled right and the other side of it is a phenomenal experience during you know that interaction with the with the employee right where instead of yeah hey maybe if if the if that process or workflow lives in an email yeah maybe it does get fulfilled but you know it took took a long time you know maybe i had to wait on hold to you know call somebody away for an answer when like you mentioned instead of just going through a portal having a beautiful front end and having an easy way to just ask and answer that question or just search a knowledge base and just and just get the answer that way so that makes complete sense now i think i'm learning a little bit about the great resignation we don't want anybody here at service now and i know you either might go ahead go out fast to to leave right you know especially again during these times how do you make them feel connected um and only way you can do that is to really digitize their experience because that's the only way you're touching your employees right now is via technology so you have to have a great seamless experience for them that to again feel engaged or not feel lost um you know i i hear a lot of people who started doing the pandemic at hearing service now and although they never met anybody they still felt connected they still could see you know and feel uh a good about the place that they chose to work because everything that they needed they had what they won they put it you know on when they started they had everything there wasn't any gaps with onboarding yeah but they have a request they're being serviced quickly and so again we want to see that for all of our customers that you know there's not someone waiting who just started your organization during this time where it's already hard to uh to get talent they just started they're sitting there like well why did i take this job i've been here for three weeks i don't have a computer yeah yeah exactly you know i don't know you know i haven't heard from my from my colleagues yet and we don't want we don't want that it's already hard enough to compete for talent so let's make it the best experience for your for your employees so that when they come on day one regardless if they see a person or not they feel included and they feel like they have what they need to be successful absolutely cheryl if you could give maybe a piece of advice for a customers let's say let's say they are surface now customer already let's say you know and and they've been leveraging servicenow mostly for it uh which a lot of the servicenow customer journeys have really started off that way i think in the majority what would you give for a recommendation on a way to get started of leveraging servicenow for employee experience because obviously we don't try to boil the ocean or bite off more than they can chew what's maybe a good way to kind of get started leveraging servicenow for the employee experience well i think one of the things especially if your current customer in the id space is that you know it and hr overlap a lot right i mean and that just that just happens in any organization so it's a natural progression to move from i.t into hr as a function right to support your employee experiences and what i would say for organizations is to really think about how can you have a better hr and i t story together and not even just hr but enterprise-wide enterprise service-wide story across your organization so you know again i heard you michael when you say taking those steps well moving into you know the differences would just be helping your employees adapt i mean a lot of employees right now are used to going to i.t for a question hey i have a problem with my laptop i have a problem you know i need help it's it's so you're moving into that same type of um behavior where now it's hey i have a question about my benefits i have a question about my payroll um who can i go to um i want to know you know make it quick that i don't have to go knock on the door down the hall to try to figure out how i get employment verification later i want to be able to do that easily um so i say this the advice that i would give is that when you think about it again it's already so much overlap between the two that that is an easy transition to get employees to adapt to get that system in place um so think about it in when you as an it user right now and you're thinking about some of the questions that you have that are hr how can you expand that into the business where hr can also have those same type of self-service uh options that you know those it users have today um so i would just say that's again it's a natural progression to get involved in to and to start talking to your other hr leaders and say hey i t and hr how can we do a better together story so that overall we have one central experience for our employees so they don't have to know where to go to i.t or they don't have to go to hr exactly one central experience across the board across the board so yeah yeah and you know it's a lot that's a lot right if you're a new employee at a 20 000 you know employee organization where do i go for these things like you know most likely they're going to bog down their manager with questions hey who do i contact about you know taking a leave of absence or you know upgrading my computer or right filling the blank hair everything right having that one central place to go and that's why i think you mentioned universal request which is a new feature that servicenow has been rolling on the last couple releases and i just love that because that really kind of lays the groundwork for just that everything universal right universally which you know it allows you to just kind of let's take this general question from a user and allows us to handle on the back end uh where the fulfillment needs to be and the customer doesn't the employee customer they don't care about you know how we sort that right they don't care about how we fulfill that request they just care that it gets fulfilled right so that universal request truly kind of allows that intake and then uh fulfillment on the back end to happen right no you said you said exactly you know what that what the purpose of universal requests is is that an employee experience again employees should be able to come into one place regardless of their request and know that it's happening on the back end and that in a couple of days couple of hours a couple of minutes whatever it may be when you put your slas in place at the organization that that employee is going to know that someone is working that request and when we think about a lot of the enhancements that servicenow is doing we're focusing on that one portal that universal request into that one portal that one-stop shop for employees to go to uh to be serviced so yeah i mean again that that helps overall i mean if you know you don't have to go to 12 different places to find one thing and you have one place to go yeah that again that uh employee satisfaction scores are going to continue to climb um around at your organization absolutely i think uh cheryl i think this is a phenomenal episode thank you for joining me i think if we could leave our audience with one thing it's i think one portal one place to go for everything you know it is really a successful organization that's gonna allow you to be competitive out there for talent um we all know like you said we're in a talent shortage and which is part of the great resignation but shirelle thank you for taking the time uh for this episode yeah thank you so much and i totally agree let's help our customers get ahead of that great resignation and help them with this big shift that's happening in the world today [Music] you