{"id":27513,"date":"2024-06-10T09:39:02","date_gmt":"2024-06-10T07:39:02","guid":{"rendered":"https:\/\/www.organisator.ch\/?p=27513"},"modified":"2024-06-07T16:19:18","modified_gmt":"2024-06-07T14:19:18","slug":"servicenow-summit-2024-praesentationen-zu-gen-ai-it-transformation-und-customer-service-management","status":"publish","type":"post","link":"https:\/\/www.organisator.ch\/fr\/management\/2024-06-10\/servicenow-summit-2024-praesentationen-zu-gen-ai-it-transformation-und-customer-service-management\/","title":{"rendered":"ServiceNow Summit 2024 : pr\u00e9sentations sur Gen AI, la transformation informatique et la gestion du service client"},"content":{"rendered":"
\"\"
ServiceNow Summit 2024 : 17 clients et de nombreux partenaires ont pr\u00e9sent\u00e9 leurs projets passionnants. (Image : www.servicenow.com)<\/figcaption><\/figure>\n

550 participants se sont \u00e0 nouveau rendus au Circle Convention Centre de Zurich pour \u00e9couter et discuter personnellement des pr\u00e9sentations de clients et de partenaires qui repr\u00e9sentent le travail de ServiceNow Suisse, et pour se rencontrer afin d'\u00e9changer des connaissances et de faire du networking. Le nombre de clients issus de l'informatique et de plus en plus du monde des affaires \u00e9tait tr\u00e8s impressionnant, ce qui t\u00e9moigne de l'expertise et du d\u00e9veloppement de ServiceNow en tant qu'entreprise \u00e9tablie en Suisse depuis 12 ans.<\/p>\n

L'ordre du jour du ServiceNow Summit 2024 \u00e0 Zurich comportait 23 pr\u00e9sentations, dont 17 avec la participation de clients. Elles ont toutes montr\u00e9 comment les solutions de ServiceNow peuvent \u00eatre utilis\u00e9es de mani\u00e8re profitable pour promouvoir la transformation num\u00e9rique, l'optimisation des processus et le changement dans les organisations - des op\u00e9rations de service au service client, en passant par les RH et les finances.<\/p>\n

Une valeur ajout\u00e9e d\u00e9cisive pour les clients<\/strong><\/h3>\n

Le sommet \u00e9tait clairement plac\u00e9 sous le signe de l'engagement des clients et des partenaires ainsi que des th\u00e8mes actuels Gen AI, Automation, CSM et de l'avenir du travail et de la num\u00e9risation. L'accent a \u00e9t\u00e9 mis sur diverses industries telles que l'administration publique, le secteur de l'\u00e9nergie et les biens emball\u00e9s de d\u00e9tail\/consommateurs.<\/p>\n

Les nombreuses pr\u00e9sentations de clients ont \u00e9t\u00e9 orchestr\u00e9es par des partenaires mondiaux, r\u00e9gionaux et locaux, qui s'adressent \u00e0 des segments de march\u00e9, des secteurs ou des cas d'application sp\u00e9cifiques. Accenture, Deloitte, DXC Technology, Swisscom et Plat4mation sont intervenus lors du sommet en tant que sponsors et pr\u00e9sentateurs.<\/p>\n

Dino Minichiello, le directeur suisse de ServiceNow, qui dirige les activit\u00e9s de ServiceNow depuis janvier 2024, d\u00e9clare avec conviction : \"Chez ServiceNow, avec nos partenaires de longue date, nous conseillons nos clients sur la mani\u00e8re d'utiliser les technologies les plus r\u00e9centes pour les flux de travail num\u00e9riques et l'automatisation, comme Gen AI, afin de permettre une coordination plus dynamique et plus efficace entre les personnes et le travail et d'aider \u00e0 trouver de nouvelles voies pour le travail du futur. Nous rendons les entreprises plus efficaces, plus comp\u00e9titives et plus durables gr\u00e2ce \u00e0 des technologies telles que l'IA g\u00e9n\u00e9rative et la SuperTech. La Suisse est un march\u00e9 important pour nous et nos investissements et nos collaborations de longue date en Suisse al\u00e9manique et en Suisse romande refl\u00e8tent notre strat\u00e9gie \u00e0 long terme en Suisse\".<\/p>\n

\"\"
Dino Minichiello - directeur suisse de ServiceNow. (Image : www.servicenow.com)<\/figcaption><\/figure>\n

Les 17 pr\u00e9sentations de clients au Summit ont illustr\u00e9 les avantages de la plateforme Now et la mani\u00e8re dont les nouvelles fonctions Gen AI de Now Assist augmentent la productivit\u00e9 de l'entreprise, permettent de r\u00e9aliser des \u00e9conomies et de faire \u00e9voluer les innovations.<\/p>\n

Les participants engag\u00e9s ont \u00e9cout\u00e9 avec attention la keynote sur le th\u00e8me \"Intelligent Enterprise - Transform to a digital Operating Model\" de Hartmut M\u00fcller, Chief Transformation Officer, chez ServiceNow. Il a expliqu\u00e9 comment tirer le meilleur parti d'une plateforme et comment la plateforme Now permet aux entreprises de faire exactement cela tout en utilisant judicieusement les capacit\u00e9s de l'IA.<\/p>\n

Transformation num\u00e9rique avec ServiceNow<\/strong><\/h3>\n

Apr\u00e8s le discours d'ouverture, un panel de clients avec Bell Group et l'entreprise autrichienne OMV a mis en lumi\u00e8re la mani\u00e8re dont les clients peuvent r\u00e9aliser leur transformation num\u00e9rique \u00e0 l'aide de ServiceNow. Dans le cadre de trois breakout streams sur des th\u00e8mes tels que la gestion du service client (CSM), Core IT & beyond et App Delivery and Automation, le ServiceNow Summit a montr\u00e9 comment des partenaires s\u00e9lectionn\u00e9s transforment et automatisent intelligemment le travail en flux de travail modernes avec les clients.<\/p>\n

En ce qui concerne la gestion du service \u00e0 la client\u00e8le (CSM), JTI (Japan Tobacco International) a pr\u00e9sent\u00e9 sa mani\u00e8re de fournir des soins aux consommateurs de premier ordre sur la base de la plateforme ServiceNow et comment elle a surmont\u00e9 les nombreux d\u00e9fis li\u00e9s \u00e0 son d\u00e9ploiement sur plusieurs march\u00e9s dans le monde entier. Le centre de contact des CFF a expliqu\u00e9 comment il a collabor\u00e9 avec DXC pour d\u00e9velopper une solution de mobilit\u00e9 assist\u00e9e dans le but de fournir les meilleurs services d'assistance aux passagers ayant besoin d'aide tout au long de leur trajet.<\/p>\n

Dans le stream Public Services, on a pu suivre comment la Poste suisse a ma\u00eetris\u00e9 la transformation ITSM \u00e0 l'\u00e9chelle de l'entreprise en collaboration avec Swisscom, afin de faire un grand pas en direction de l'excellence op\u00e9rationnelle. Et une autre pr\u00e9sentation avec le partenaire Prozessfux a montr\u00e9 comment le canton de Zurich mettait directement en r\u00e9seau les services des citoyens et des imp\u00f4ts. Dans le cadre de l'App Delivery and Automation Track, Cablex a \u00e9galement pr\u00e9sent\u00e9 comment ses ing\u00e9nieurs de service peuvent agir plus rapidement et de mani\u00e8re plus comp\u00e9tente lors de l'installation et de la maintenance de bo\u00eetiers de connectivit\u00e9 chez le client, avec le soutien d'une application guid\u00e9e par l'IA.<\/p>\n

Exp\u00e9rience utilisateur et service client<\/strong><\/h3>\n

Concernant l'exp\u00e9rience utilisateur (UX), Roche a pr\u00e9sent\u00e9 le th\u00e8me \"Building a next generation user centric risk and privacy platform\" avec son partenaire EY. Les intervenants ont montr\u00e9 comment des interfaces simples et intuitives pour les processus de s\u00e9curit\u00e9 et de protection des donn\u00e9es favorisent la conformit\u00e9, r\u00e9duisent les inefficacit\u00e9s et optimisent les co\u00fbts \u00e0 long terme.<\/p>\n

Le groupe AMAG a expliqu\u00e9 comment il entendait continuer \u00e0 am\u00e9liorer le service \u00e0 la client\u00e8le en collaboration avec son partenaire BitHawk, notamment gr\u00e2ce \u00e0 l'utilisation de l'intelligence artificielle. BKW a montr\u00e9 comment l'introduction de HR Service Delivery peut d\u00e9couler de la gestion des services informatiques et cr\u00e9er une exp\u00e9rience (EX) nettement meilleure pour tous les collaborateurs. En s'appuyant sur l'exemple d'un client, Regionalwerke AG Baden, Michael Nussbaumer, CIO de Regionalwerke AG Baden, qui a \u00e9t\u00e9 \u00e9lu CIO de l'ann\u00e9e 2023, a pr\u00e9sent\u00e9 sa vision de la transition vers un mod\u00e8le d'exploitation num\u00e9rique.<\/p>\n

Enfin, Heath Ramsey, VP Outbound Product Management, ServiceNow, a expliqu\u00e9 dans sa locknote comment les avantages de l'IA g\u00e9n\u00e9rative peuvent \u00eatre pleinement exploit\u00e9s lorsqu'elle est int\u00e9gr\u00e9e dans une plateforme interentreprises. Il a \u00e9galement montr\u00e9 comment, gr\u00e2ce \u00e0 Virtual Assist de ServiceNow, les entreprises peuvent d\u00e8s aujourd'hui utiliser l'IA pour des t\u00e2ches quotidiennes, que ce soit dans la gestion des services informatiques ou dans les processus li\u00e9s aux collaborateurs ou aux clients.<\/p>\n

Le public enthousiaste a appr\u00e9ci\u00e9 les pr\u00e9sentations vari\u00e9es, qui \u00e9taient tr\u00e8s authentiques et instructives gr\u00e2ce aux dialogues entre les partenaires et leurs clients. Les sujets de discussion n'ont pas manqu\u00e9 lors de l'ap\u00e9ritif de r\u00e9seautage qui a permis de cl\u00f4turer cet int\u00e9ressant ServiceNow Summit 2024 \u00e0 Zurich.<\/p>\n

Source : www.servicenow.com<\/a><\/em><\/p>","protected":false},"excerpt":{"rendered":"

Lors du ServiceNow Summit 2024 annuel \u00e0 Zurich, 17 clients et de nombreux partenaires ont pr\u00e9sent\u00e9 leurs projets passionnants et ont parl\u00e9 de leurs exp\u00e9riences, de leurs d\u00e9fis et de leurs parcours clients. <\/p>","protected":false},"author":58,"featured_media":27515,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_yoast_wpseo_focuskw":"ServiceNow","_yoast_wpseo_metadesc":"Am j\u00e4hrlichen ServiceNow Summit 2024 in Z\u00fcrich pr\u00e4sentierten 17 Kunden und zahlreiche Partner ihre spannenden Projekte.","articlekey":"","footnotes":""},"categories":[28],"tags":[319,424,2239,492],"class_list":["post-27513","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-management","tag-kuenstliche-intelligenz","tag-schweiz","tag-summit","tag-unternehmen"],"acf":[],"yoast_head":"\nServiceNow Summit 2024: Pr\u00e4sentationen zu Gen AI, IT Transformation und Customer Service Management - 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