Automation and operational excellence: Delivering predictable customer service
The reality is that many customer service issues are not solved most effectively by agents in the contact centre. Some requests are handled more quickly and easily through customer self-service. For more complex problems, support agents often need to work with other teams in the organisation to address them.
In both cases, automation can improve customer experience and employee experience. And when things change in an instant, you want your operational processes to keep up. If you can deliver predictably high service levels during unpredictable times, your customers will notice and thank you for it.
Join this webinar with Tom Brennan, principal strategist for Customer Service Digital Transformation at ServiceNow, and John Ragsdale, distinguished vice president of Technology Research at TSIA, who will discuss:
- Why automation is important for customer engagement and service operations.
- Ways to break down communication and process silos among teams across the front, middle, and back office.
- Best practices for organising resilient operations
RecordedNov 10 202052 mins
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Recent changes brought on by the pandemic—like establishing a remote workforce—are likely here to stay. Help maintain business continuity in uncertain times—keeping your workflows productive and efficient.
Join our webinar with Husqvarna to learn how they were able to create ‘One IT’ for their employees by establishing and populating a centralized CMDB. You’ll learn how you can help your organization:
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We hope you’re ready to take it to the next level. Join us for a live demo of what IT Service Management can do, what makes it better and how it can transform work for the better. You’ll learn how to consumerize the Self-Service Portal for end users, enabling your employees to find answers and stay connected from anywhere.
We’ll also demonstrate how to report incidents and follow that incident to its root cause through Problem Management and its remediation with Change Management—scaling IT and increasing productivity on a single ITSM cloud platform. All while fitting the world your employees work in.
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Rachel Bahar CTO of OpenLM, joined by Evan Orgel and Volker Untch of the ServiceNow ITAM team
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Kristen Hoyt, product marketing manager and Chad Corriveau, senior technical product marketing manager both of ServiceNow
Your IT organization has been challenged to support recent changes impacting your customers and workforce. And some of these changes–like remote workforce–are likely here to stay. By harnessing the power of a single platform for IT services and operations, you can keep employees productive, maintain service resiliency, and enable innovation. Without a solid foundation, IT can’t meet the future business demands where speed and agility are everything.
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Peter Doherty, Principal Solution Consultant, ServiceNow & Brett Hamilton, Principal Solution Architect, ServiceNow
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Danny Smith, senior advisory solution architect, ServiceNow and Doug Page, senior principal product manager, ServiceNow
Even as organizations adopt Agile and DevOps, silos can remain. Your teams may be using a variety of development and delivery toolsets, while roles can still be separated between engineering and production—slowing down processes and impacting reliability. Help minimize friction and streamline your workflows.
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Josh Bersin, Global Industry Analyst and Dean, Josh Bersin Academy & Seth Fox, Global Head of Workplace Services, S&P Global
Register now for this important webinar for HR and business leaders where we host Josh Bersin, global industry analyst.
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To help protect revenue and business resilience, the business needs to know what IT assets are owned, where they are located, who is using them, and more. When day-to-day business operations shift, IT Asset Management provides your cornerstone to these benefits.
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Register now to learn more about this exciting rich, improved functionality—arriving in the Now Platform® Paris release. You’ll hear:
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Peter Doherty, Principal Solution Consultant, ServiceNow & Brett Hamilton, Principal Solution Architect, ServiceNow
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A modern, adaptive and business focused Project Management Office (PMO) can empower agility for your organisation. And for PMOs today, there’s extraordinary opportunity to drive business value—transforming the way teams manage project portfolios by breaking down silos.
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Drew Koerner, Kristen Hoyt, and Bill Hansey of ServiceNow
During the webinar, leaders from ServiceNow will explore how a unifying solution to bridge IT services can connect people, functions and systems to drive innovation, increase business agility and unlock productivity.
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Topics to be covered include:
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Mona Farrell, Director Transport for NSW & Mervyn Wong, David Frost & Jason Venkataya, ServiceNow
Populating information in the CMDB without proper consideration does not allow organisations to utilise the full power of the ServiceNow Platform. A Common Services Data Model (CSDM) is a framework underpinned by a methodology. The CMDB is not a project, it’s how organisations accelerate their digitisation journey.
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The Now Platform® Orlando release offers an incredibly rich set of artificial intelligence (AI) capabilities and analytics, helping you and your team work smarter and faster. Join us to learn how these features can help further empower your organization!
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Paul Selby, Director, Product Marketing, Customer Workflows, ServiceNow
As customer service organisations scramble to adjust their operations to the new reality of closed offices and storefronts, most feel they face only two options: change staffing levels or change processes.
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Please join two of the brightest minds in HR, Leapgen CEO and Co-Founder Jason Averbook and Leapgen Senior Fellow Jim Scully, as they talk with Jen Stroud, ServiceNow’s Principal Strategist for Employee Experience Solutions, about the trends and challenges emerging around the employee experience. These experts will discuss:
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Daniel Slocum and Eric Martinez of ServiceNow ITAM
The workforce is rapidly changing in the new normal, and your asset management must adapt—requiring increased visibility into your hardware and software estate. Otherwise, the risk of IT overspending will continue to grow.
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Bob Osborn, Kristen Hoyt, and Bill Hansey of ServiceNow
Keeping IT operations running smoothly is essential in the new normal. Join our webinar on connecting people, functions, and systems—driving innovation, increasing business agility, and unlocking productivity.
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-Automate and streamline work by consolidating to a single platform for government
-Deliver resilient service experiences to support changing needs
-Scale IT to gain real-time visibility and innovate to establish your digital leadership
Transform old, manual ways of working into modern digital workflows, so employees and customers get what they need, when they need it—fast, simple, easy. When people work better, business works better.
ServiceNow delivers digital workflows that create great experiences and unlock productivity for employees and the enterprise. We simplify the complexity of work on a single, enterprise cloud platform. The Now Platform®: The intelligent and intuitive cloud platform for work™
Automation and operational excellence: Delivering predictable customer serviceJohn Ragsdale, TSIA, Denise Pope, Nationwide Insurance and Tom Brennan, ServiceNow[[ webcastStartDate * 1000 | amDateFormat: 'MMM D YYYY h:mm a' ]]52 mins