- The Work Survey captures insights from executives and employees
in 11 countries across multiple industries
- A new pace, the perfect environment for innovation: executives
and employees agree that technology enabled their companies to
pivot to new ways of working faster than anyone believed possible,
accelerating digital transformation
- Rethinking work: executives and employees voice different
opinions on the best path forward, but agree on the opportunity to
rethink how work happens
ServiceNow (NYSE: NOW), the leading digital workflow company
that makes work, work better for people, today released The Work
Survey, one of the most comprehensive global surveys to date on
COVID-19’s impact on work and the opportunities ahead for a wave of
digital innovation in how people work and businesses operate.
This press release features multimedia. View
the full release here:
https://www.businesswire.com/news/home/20201007005214/en/
Executives and employees surveyed in 11 countries across
multiple industries agree: technology enabled them to pivot to new
ways working faster than thought possible, and digital
transformation will accelerate innovation.
“The world’s dramatic pivot to working digitally is showing
everyone what the future of work looks like,” said ServiceNow CEO
Bill McDermott. “Digital workflows are the way business gets done
in the 21st century. There’s no going back. Digital transformation
will accelerate. New ways of working will become the norm. We are
on the cusp of an unprecedented wave of workflow and workplace
innovation.”
Fielded in September by Wakefield Research on behalf of
ServiceNow, The Work Survey engaged 9,000 executives and employees
across multiple industries, including financial services,
healthcare, telecommunications, manufacturing, and the public
sector, in the United States, United Kingdom, France, Germany,
Ireland, Netherlands, India, Japan, Singapore, Australia, and New
Zealand.
Key findings include:
- 92% of executives say the pandemic made their company rethink
how they work; 87% of employees say it’s an improvement.
- 91% of executives and 87% of employees say their company
transitioned to new ways of working faster than they thought
possible.
- COVID-19 has reduced operating expenses for 88% of businesses
surveyed, creating opportunities for investments in digital
transformation, research and development, marketing, and
growth.
Businesses have innovated rapidly but will need to step up to
continue the pace
At least half of executives and employees think transitioning to
the new normal will be even more challenging than the initial shock
of COVID-19 (50% executives and 53% employees). This challenge is
exacerbated because most businesses are at a digital disadvantage,
with 91% of executives admitting they still have offline workflows,
including document approvals, security incident reports, and
technology support requests. Progress has been made, but months
into working from home, 60% of executives and 59% of employees say
their companies still do not have a fully integrated system to
manage digital workflows.
Despite adapting to COVID-19, confidence is low that
companies could rapidly transform again
New systems put in place as a result of COVID-19, which
employees (87%) say created new and better ways of working, were
developed on the fly and are vulnerable to the next major
disruption. Most executives and employees say their key business
functions would not be able to adapt within 30 days in the event of
another disruption. The only department that captured a majority of
confidence for executives and employees was IT, with 61% of
executives and 66% of employees thinking IT could adapt within a
month. Customer service, HR, finance, and sales and marketing
didn’t make the cut, revealing more opportunities for innovation
across the enterprise.
You’re only as good as your people: winning today means
embracing distributed work better and faster than the
competition
While the benefits of remote work are universally touted (99%
executives, 94% employees), months into working from home, the
challenges are becoming more apparent. Both executives (93%) and
employees (83%) express real concerns about how remote work will
impact the business moving forward. The biggest concerns and
benefits with continued remote work depends on where you sit.
- Executives are most worried about outputs—delays in product or
service delivery (54%), while their employees are most concerned
about the inputs—reduced collaboration between business units
(48%).
- Employees say that time saved from not commuting or traveling
(54%) has benefited them most, while executives believe that better
use of technology to improve efficiency (50%) is the greatest
benefit to their teams.
Personal safety is paramount: resuming in-person work hinges
on whether employees feel safe
60% of employees believe their company will prioritize business
continuity over workplace safety. More surprising is the fact that
44% of executives actually believe this as well. Even if a company
makes an effort to put safety first, employees don’t think they can
pull it off. 46% of employees do not believe their company will
take the necessary steps to ensure their safety. Surprisingly,
executives agree. Nearly a third of executives (32%) admit they
don’t think their company will take the appropriate steps for
safety.
COVID-19 has changed corporate spending: companies will
prioritize digital transformation investments
COVID-19 has reduced operational expenses for 88% of businesses,
freeing up resources for innovation, resilience, recovery, and
growth. Gone is business travel, in-person events, and other
operating expenses. Executives and employees both agree that those
cost savings should be redirected into digital transformation (57%
of executives; 44% of employees) – beating out new business (45% of
executives; 36% of employees); R&D (43% of executives; 35% of
employees); and marketing and advertising (42% of executives; 30%
of employees) to top their wish lists.
More information about The Work Survey can be found by accessing
the survey findings slide deck and infographic.
Survey Methodology
Wakefield Research fielded an online quantitative survey between
September 1st and September 10th, 2020 to 900 C-level executives
and 8,100 office professionals (employees) from companies of 500 or
more employees in the following countries: United States, United
Kingdom, France, Germany, Ireland, Netherlands, India, Japan,
Singapore, Australia, and New Zealand. While Wakefield surveyed
across industries, the findings highlight meaningful differences
from employees in the following five key industries: financial
services, healthcare, manufacturing, telecommunications, and public
sector.
About ServiceNow
ServiceNow (NYSE: NOW) is making the world of work, work better
for people. Our cloud‑based platform and solutions deliver digital
workflows that create great experiences and unlock productivity for
employees and the enterprise. For more information, visit:
www.servicenow.com.
© 2020 ServiceNow, Inc. All rights reserved. ServiceNow, the
ServiceNow logo, Now, and other ServiceNow marks are trademarks
and/or registered trademarks of ServiceNow, Inc. in the United
States and/or other countries. Other company names, product names,
and logos may be trademarks of the respective companies with which
they are associated.
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version on businesswire.com: https://www.businesswire.com/news/home/20201007005214/en/
ServiceNow PR Penny Bruce (408) 893-0601
penelope.bruce@servicenow.com
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