As leader of the Experience Practice at Thirdera, a Cognizant company, I've found unexpected inspiration in Will Guidara's "Unreasonable Hospitality." While the book focuses on fine dining, its principles perfectly align with our mission to create exceptional digital experiences through ServiceNow. Guidara's transformation of Eleven Madison Park into a four-star establishment demonstrates how meticulous attention to detail creates unforgettable experiences that extend beyond service.
By applying the principles of "Unreasonable Hospitality", this blog post will decipher how to maximise the power of AI to create digital experiences that resonate with customers and empower employees to deliver service excellence.
In both fine dining and digital platforms, success relies on seamless coordination behind the scenes. Backend developers, supported by certified technical architects and master architects, function as our kitchen staff – building and maintaining the intricate systems, databases, and APIs that power the platform. They ensure smooth functionality and reliable performance, much like a kitchen crew executing each dish to perfection.
UX researchers, designers, and business process consultants are our front-of-house team, focusing on understanding user needs and crafting intuitive interfaces. Just as attentive waitstaff anticipates diners' needs, these professionals ensure the digital experience remains engaging, user-friendly, and precisely tailored to the target audience.
Just as Guidara recognised employee satisfaction as the key to exceptional customer experiences, AI within ServiceNow can empower teams to deliver superior service. However, it's important to acknowledge the legitimate concerns that often arise with AI implementation:
These concerns require thoughtful consideration, but they can be effectively addressed with ServiceNow AI to:
The current challenge lies in integrating AI while maintaining authenticity. Users, like restaurant guests, want to feel valued – not processed. Guidara's approach to guest arrival illustrates this perfectly: he reimagined the traditional host stand experience, focusing on making guests feel welcomed like friends rather than entries in a reservation system. The technical implementation mattered less than the emotional impact.
To build trust in AI-powered experiences, organisations must focus on:
In a recent implementation, we rebranded a client’s virtual agent to align with their evolving needs while integrating AI into their roadmap. This process involved personalising interactions through user research and personas, ensuring the AI was tailored to individual preferences. We emphasised clarity and trust by using simple language and clear escalation paths while enhancing the interaction by incorporating empathy, accessibility, and a conversational tone. Continuous improvement was key, as we solicited feedback, iterated on insights, and integrated seamlessly with existing systems. Adding humor and personality to the AI, like introducing “Claire the Fox”—our clever, resourceful virtual assistant—made the experience not only functional but also engaging and memorable for users.
Just as Guidara looked beyond the traditional dining experience to create something exceptional, we need to understand the current struggles and areas for improvement before implementing solutions. This includes:
Once these pain points and areas for improvement are identified, you can more clearly determine the relevance and value of AI-powered solutions.
Thirdera's GenAI 60-day Evaluation Blueprint offers a structured approach to validate AI's value within ServiceNow environments while addressing common concerns:
Just as a great restaurant anticipates guest needs, AI-powered platforms can create genuine, satisfying interactions that exceed expectations. The key lies in using technology to enhance human connections, not replace them. By applying these principles to your ServiceNow implementation, you can create digital experiences that are as memorable and impactful as the finest dining experiences.
Ready to explore how AI can transform your ServiceNow experience? Evaluate the potential impact of GenAI on your ServiceNow processes and workflows with a 60-day trial.