ServiceNow’s new AI-powered service aims to support digital transformation efforts

Digital transformation the adoption of digital technologies, broadly speaking is accelerating in the enterprise. In 2020, worldwide spending on digital transformation reached $1.3 trillion, growing at a 10.4% rate year-on-year, according to Statista. The benefits of digital transformation can be substantial, with McKinsey estimating that transformation with a focus on customer experience can generate a 20% to 30% increase in customer satisfaction. But it’s also fraught with challenges. A 2018 Everest Group study found that 73% of enterprises fail to derive any business value whatsoever from their digital transformations.

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