“As we head into 2024, it is clear that getting the most out of every technology investment remains a top priority – and leaders must meet this moment,” said Ashish Ramchandran, global commercial director, ServiceNow Alliance, Deloitte Consulting LLP. “Now more than ever, organizations must drive enterprise-wide wins to support revenue growth, while managing operating margins. Modernizing technology and enterprise service management stacks with a focus on cost management and trust will help organizations unlock value quickly, at scale and with insight.”
“To make AI work, we need to find the right balance between risk and opportunity,” said Erica Volini, senior vice president of global partnerships and channels, ServiceNow. “Deloitte and ServiceNow are stepping up their efforts to help organizations leverage GenAI – more personalized, deeper insights, extraordinary business outcomes and value.”
“In harnessing the transformative potential of GenAI, we are hearing from leaders across industries who are looking to lay a solid, fast foundation for value creation,” said Christina Pjanic, Executive Vice President, Deloitte Consulting LLP. “Through our long-standing relationship with ServiceNow, we support organizations in addressing the challenges and opportunities presented by GenAI to emerge with a competitive advantage and a strategic roadmap for the future.”
The “2024 Workflow Automation Trends Forecast” identifies five areas of focus:
- Click on the human element in artificial intelligence: With 79% of CEOs looking to GenAI to increase efficiency, engaging with investors, management, board members, employees, and customers will be critical to mitigate risk and enable growth. GenAI offers leaders the opportunity to act as trusted advisors to stakeholders, addressing concerns and building their trust.
- Activate the digital core: As enthusiasm for GenAI grows, leaders must focus on managing digital sprawl by modernizing and standardizing technology infrastructure, systems, and tools. Proactive monitoring associated with risk management and the natural cadence of operational upgrades is not only better for enterprise dynamics – it can lead to long-term savings and value creation.
- Protect data with confidence: Trust is a top priority for organizations leveraging large language models (LLMs) and other types of GenAI. Digitizing processes to cleanse data, create safe work environments, enhance organizational reputation, and promote ethical use are all actions leaders can take to build a robust, reliable, and secure GenAI approach.
- Innovation in every industry: Organizations have complex and specific needs around security, personalization, and ROI – and they are looking for GenAI to deliver personalized results. Examples can be seen in many industries, including healthcare, to relieve physician burnout, manufacturing, to solve supply chain problems, and education to simplify knowledge management.
- Unlocking value from the next generation of managed services: Companies face a lack of flexibility and productivity as market conditions and the landscape of business constantly evolve – and quickly. Leverage industry expertise and proactive market knowledge to advance ongoing operations and unlock new value from technical improvements.
The 2024 forecast comes on the heels of several announcements from the ServiceNow and Deloitte alliance, including the recent expansion of the alliance to integrate Now Assist GenAI capabilities with Deloitte's operational services globally. Deloitte also launched the new ServiceNow Assets & Solutions Group (ASG), a dedicated team designed to harness the power of the ServiceNow platform to deliver industry-specific results for clients. Additionally, Deloitte was honored by ServiceNow as a 2024 Partner of the Year, building on an 11-year alliance relationship.
Additionally, Deloitte was recently honored with a series of global ServiceNow awards including:
- Created globally with ServiceNow Delivering Partner of the Year – Worldwide: Reflects Deloitte's development of unique and repeatable service offerings, solving specific business problems, delivering value to clients, and impacting net revenue for new implementation service(s).
- Global Creator Workflow Partner of the Year: The award was given to Deloitte for developing low-code applications and the superior automation capabilities of the Now Platform to modernize legacy processes and scale enterprise-wide workflow automation.
- Best employee workflow partner globally (including Asia Pacific): Recognizes Deloitte's use of the Now Platform to improve the employee experience and increase productivity through time-saving self-service and guided trips.
- Global Public Sector Industry Partner of the Year and Healthcare Industry Partner of the Year: Recognizes Deloitte's deep domain knowledge and strong offering development for the public and healthcare sectors.
Deloitte continues to expand its AI capabilities, alliances and offerings after introducing its Generative AI practice in 2023. Through a full suite of custom AI services, Deloitte supports clients at every stage of their transformational journey, from developing AI strategies And even construction and implementation. GenAI solutions that improve productivity and deliver greater customer impact. These tools are applied with Deloitte's Trustworthy AI™ framework to manage AI risks and improve user trust. Deloitte is also investing more than $2 billion in global learning and development initiatives to enhance skills in artificial intelligence and other areas.
To read our entire 2024 workflow automation forecast and learn more about the ServiceNow and Deloitte alliance, visit: Drive Value from GenAI — and Beyond (deloitte.com).
About Deloitte
Deloitte provides industry-leading audit, advisory, tax and advisory services to many of the world's most admired brands, including nearly 90% of Fortune 500 companies.® And more than 8,500 private companies based in the United States. At Deloitte, we strive to achieve our goal of making an impact that matters by creating trust in a more equitable society. We leverage our unique combination of business acumen, technology control and strategic technology alliances to advise our clients across industries as they build their future. Deloitte is proud to be part of the largest global professional services network serving our clients in the markets that matter most to them. With more than 175 years of service, our network of member companies spans more than 150 countries and territories. Learn how nearly 457,000 Deloitte people around the world connect for impact at www.deloitte.com.
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