ServiceNow Newsletter

Meet Birlasoft @ World Forum 2025
15 October 2025 | London

News

Reimagining the Employee Experience for the Deskless Workforce

Over the past eight months at Birlasoft, we’ve been focusing on a workforce segment that powers 70–80% of the global economy — the deskless workforce. My own connection to this community stems from our factories at the CKA Birla Group.

Yet, when we talk about the “future of work,” we often picture Zoom calls, remote work policies, and sleek offices. But what about the workers who don’t sit at a desk?

To explore this gap, we partnered with HFS Research and ServiceNow to host a roundtable in New York, bringing together leaders from across industries. HFS Research also conducted a survey, which served as the basis for rich, thought-provoking discussions.

What made this conversation different? We made a conscious effort to put Humans and not just technology at the heart of the discussion.

Here are some key takeaways from the session that I believe are worth sharing:

HR has the opportunity to become a strategic partner, driving real transformation by solving core problems in the current world with Agentic AI, rather than just delivering services.
Culture doesn’t transform passively. Change must be communicated clearly, consistently, and across all levels to truly stick.
There’s often a disconnect between what leaders think “good” looks like and what employees actually experience. Over-relying on tech without empathy can lead to unintended consequences.
AI feels like a threat when workers aren’t brought into the conversation early. Inclusion builds trust.
As Kimberly Rose rightly said, “One size fits none” Let’s treat our frontline and deskless workers as experts in their own workflows and involve them in designing better experiences with technology.

The future of work must work for everyone, especially those who have been overlooked for too long.
Here is the link to a recently published article on NASSCOM: https://lnkd.in/eUk34zb2

Thanks to all the attendees and our partners at ServiceNow and HFS Research

Birlasoft at Knowledge 2025: A Journey of Innovation, Connection, and Bold Transformation

The energy was electric, the conversations were impactful, and the momentum was transformative. Birlasoft was proud to participate as a Bronze Sponsor at ServiceNow Knowledge 2025, held from May 6–8 in Las Vegas, where we showcased how we are helping businesses create a bold tomorrow through ServiceNow-powered workflow innovation.

A Unified Mission: Bold Innovation Across Industries

With the theme “Create a Bold Tomorrow for Your Business,” our presence at Knowledge 2025 reflected our commitment to pushing boundaries across industries—from Healthcare and Life Sciences (HLS) to Manufacturing and beyond.

Led by Manjunath Kygonahally, CEO – RoW and Global Sponsor of our ServiceNow partnership, our delegation brought together a strong coalition of leaders from ServiceNow Delivery, HLS, Manufacturing, Marketing, Sales, and Alliances. The result was a seamless, cross-functional effort that amplified our presence and impact.

Thought Leadership in Healthcare & Life Sciences

Our speaker session on reimagining Healthcare and Life Sciences workflows drew a strong crowd and sparked meaningful dialogue. We highlighted how Birlasoft is helping HLS organisations elevate patient and clinical experiences through intelligent, connected workflows on ServiceNow.

Manufacturing Open House Sponsorship

As a sponsor of the Manufacturing Open House, we engaged with top global manufacturing leaders, strengthening relationships and opening doors to new collaborative opportunities.

Building Momentum Together

This event was about deepening relationships, demonstrating value, and reaffirming our role as a trusted ServiceNow partner. The enthusiasm from every conversation, presentation, and handshake pointed to one truth: Birlasoft is ready to lead the next phase of digital workflow transformation. As we continue to collaborate with ServiceNow, we remain laser-focused on delivering measurable business outcomes for our clients—faster, smarter, and at scale.

Article

Manufacturing at a Crossroads: It’s Time to Modernise

Author: Vikash Naraiyan Gupta, Associate Director – ServiceNow Practice, Birlasoft

The manufacturing industry is undergoing a seismic shift. From digital transformation pressures to talent shortages, global disruptions, and rising compliance demands, leaders are being challenged like never before.

From my vantage point, working closely with Global Manufacturing Organisations, here are the critical challenges I see that must be addressed:

Disconnected Operations & Legacy Systems: Manufacturers need real-time, actionable insights to adapt to rapid demand shifts and global events.
Talent & Workforce Challenges: The talent crunch, especially in automation and advanced manufacturing roles, is real and growing.
Compliance, Safety, and ESG Pressures: Meeting regulatory and ESG requirements demands digital-first, audit-ready workflows

So, how can we turn these challenges into opportunities?

This is where I see ServiceNow becoming a strategic enabler—not just an IT platform, but a connected operations platform.

Unified Platform for Smart Manufacturing: Connect IT, OT, supply chain, and employee workflows on a single data model. Bridge the gap between the shop floor and the top floor.
Operational Resilience & Predictive Maintenance: Leverage ServiceNow’s capabilities with IoT integrations and GenAI to detect issues before they disrupt production.
Connected Workforce Solutions: Digital onboarding, knowledge sharing, field service management, and mobile experiences to empower your frontline and tech talent.
Governance, Risk, and Compliance (GRC): Automate compliance checks, track safety incidents, and support ESG tracking with full digital traceability.

At Birlasoft, we help manufacturers reimagine their operations using ServiceNow, driving agility, transparency, and growth.

The future of manufacturing isn’t just digital—it’s connected, intelligent, and resilient.
Let’s connect if you want to transform your manufacturing ecosystem with ServiceNow.

Go-Lives | Practice Updates

Celebrating a Milestone Moment! – ZS Associates

We’re thrilled to announce the Go-Live of ServiceNow CSM Communities for ZS Associates — a significant step forward in enhancing customer experience, collaboration, and self-service engagement.

To mark this special occasion, we hosted a cake-cutting ceremony, bringing together the core team and stakeholders who made this possible. This celebration was not just about the technology but also about the people, the partnership, and the purpose behind the project.

The launch of the CSM Communities will empower ZS users with a seamless, intuitive interface to connect, resolve, and collaborate faster. From case management to knowledge sharing and community engagement, the platform is set to transform how ZS serves its internal and external customers.

A huge shoutout to the ZS team, Birlasoft ServiceNow Practice, and all collaborators who did their best to make this journey successful.

Here’s to many more milestones together and to creating experiences that matter!

Stay Engaged

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Join the Discussion: Engage with industry experts and peers to exchange knowledge and best practices.

Reach out to us: ServiceNow.Practice@Birlasoft.com

About Birlasoft

Empowered By Innovation

Birlasoft combines the power of domain, enterprise, and digital technologies to reimagine business processes for customers and their ecosystem. Its consultative and design-thinking approach makes societies more productive by helping customers run businesses. As part of the multibillion-dollar diversified CKA Birla Group, Birlasoft with its 12,500+ professionals, is committed to continuing the Group’s 170-year heritage of building sustainable communities.

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