Prepare your workplace for the next normal

  • Technology
  • Monday, 27 Jul 2020

Liew (left) and Kang will be moderating an executive virtual roundtable on ‘Are You Prepared For The Next Normal’, which will take place on Aug 26.

In just a short few months, Covid-19 has changed the world, transforming how employees work and businesses function.

For many workers, traditional offices could be a thing of the past, as Covid-19 has opened organisations’ views on enabling employees to decide when, where and how they want to work.

Pre-pandemic, many organisations would have resisted this change. Now they are embracing it, not just for employees’ health and benefit but also as it enables organisations to free up resources that can be invested into other strategic parts of the business, where they are currently needed most.

There will always be a need for some face-to-face interactions and the challenge is to manage these meetings safely using technology.

Most organisations had their digital strategies in motion before Covid-19 hit, and this pandemic has underlined both the need and urgency for further digital transformations.

A recent KPMG Malaysia survey found that Malaysians were open to continuing work from home (WFH) arrangements, with 69% wanting to continue after the movement control order ends, while 56% of business owners also supported the move.

The survey also identified that 64% of respondents faced challenges primarily due to network issues (61%), communication barriers (14%) and lack of technology readiness (10%).

Companies that had deployed digital strategies and operating models are weathering the crisis more successfully than “digital laggards” that are stuck on old technology with too much “tech debt”, yesterday’s software, and slow, outdated processes.

Agile, distributed, “anywhere, anytime” workplaces are no longer an exception but have become the norm. Managing complex digital workflows will be critical to providing employees the services and experiences needed to do their jobs seamlessly and efficiently.

That’s where ServiceNow comes in – helping companies manage the complex workflows required to keep employees healthy and workplaces safe.

The American conglomerate General Electric, for example, saved US$7mil (RM29.8mil) by going from 80% customised to 80% out-of-the-box solutions from ServiceNow.

Locally, Malaysia Airlines has deployed ServiceNow to support its mobile-first, Cloud-first strategy which is now used by over 12,000 employees as their single destination for staff services.

In an article, ServiceNow chief information officer Chris Bedi said that in these trying times, the company leveraged its own Now Platform digital workflow capabilities to enable its 11,000 employees worldwide to work remotely. The use of Virtual Agent chatbot for automated self-help rose by 12% from February to March this year, and the use of the Now Mobile app grew by 10%.

Digital workflows have made it possible for ServiceNow and many other companies to maintain business continuity during the pandemic. Companies that will survive and thrive in the next normal will be technology-enabled and digitally transformed.

ServiceNow is the virtual roundtable (VRT) partner for the #cXo2020 live virtual conference organised by the Star Media Group with Malaysian Investment Development Authority as strategic investment partner; and IDC, Kantar and PwC as knowledge partners.The conference will be taking place from Aug 4 to 7 and will be live on Cisco Webex. Registration is free at

Star Media Group chief technology officer Kang Yew Jin and ServiceNow senior manager of solution consulting Liew Kok Mun will be moderating an executive virtual roundtable on “Are You Prepared For The Next Normal”, which will take place post conference, on Aug 26.

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