Name: Question Time: GenAI for Customer Experience
Start: 2024-06-18T14:56:00Z
End: 2024-06-18T14:56:02.000Z
Location: BrightTALK

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. 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 ServiceNow Platform brings intelligence into every corner of your business, which means every person, every system, every process—everything—works better.


One thing is clear - AI is here. But knowing when and how to use AI to best serve your customers and automate work for agents is not so clear. During this 25-minute webinar, you’ll learn:
- When to use AI for content creation and customer interaction
- How your customer service team can automate specific tasks with AI
- What tasks can effectively be delegated to Agentic AI
Build customer service operations that take full advantage of AI, enabling your administrators, agents, and professionals to deliver greater impact.

The AI Decision Matrix for Customer Service: Picking the Right Tool for the Right Task

Only 22% of enterprises are currently using agentic AI—a transformative technology reshaping how work gets done. The gap between experimentation and impact is widening. Are you ready to close it?
Senior leaders unpack the findings from the latest Enterprise AI Maturity Index, conducted in partnership with Oxford Economics in this candid fireside chat. This session will explore how AI is transforming enterprises globally, highlighting key dimensions of AI maturity including real-world applications, getting your data AI-ready, and practical ways to prove the value of your AI implementation.
You’ll hear tangible guidance and lessons we’ve learned in our own AI journey to help you go from POCs to product in no time.

Fireside Chat: Turning AI Experiments into Business Value at Scale

With the rapid rise of agentic and generative AI, field service organizations are rethinking how they plan, deliver, and scale service. Guest speaker IDC and ServiceNow have a strong grasp of not only the expanding AI landscape, but how to apply it with purpose and precision to transform service offerings. 

This webinar provides essential information on:
- Different types of AI, including agentic and generative, and how they apply to field service
- Benefits of AI for customers, the workforce, and the business
- Getting started with AI to set service apart in a crowded market

Whether you are beginning your AI journey or expanding your strategy, this webinar offers practical insights for harnessing AI’s potential for driving operational efficiency, scalability, and service delivery quality.

The Impact of Agentic AI and Generative AI in Field Service

The agentic era of work is here—where AI doesn’t just answer questions, it takes action.
Forward-thinking HR teams are using this shift to reimagine how employees get support, automate complex processes, and personalize every interaction. By rebuilding their HR portal with ServiceNow Employee Workflows, Avery Dennison:
- Unified siloed HR workflows and content across ServiceNow and their HCM
- Automated case handling and onboarding through HR Service Delivery (HRSD)
- Applied AI-driven personalization to improve self-service and reduce friction
Learn how integrating ServiceNow with their HCM gave employees a modern HR portal, faster resolution times, higher satisfaction, and new revenue opportunities for HR teams.

Reimagining the Employee Experience: How Avery Dennison is Leading with ServiceNow

CRM promised to radically improve customer experiences, make service agents and sellers more productive, and grow revenue. But decades on, CRM has failed to deliver on that promise.
Explore how ServiceNow goes beyond just managing customer relationships to delivering the exceptional experiences your customers expect. You’ll hear from industry leaders, like ProAssurance, about their journey with ServiceNow, see a sneak peek into the latest product innovation and see a live demo.
You’ll learn how ServiceNow CRM can help you:
- Deliver what your customers want quickly
- Drive unprecedented agent, seller and technician productivity
- Grow revenue and foster a new level of customer loyalty
Get proven results for your customer service, field service and sales team with ServiceNow CRM.

From Promise to Reality: CRM for the AI Era

In life sciences, getting innovations to market faster can be critical. But too often, procurement is slowed by disconnected tools, manual processes, and back-office bottlenecks. In our webinar, AI-Powered Procurement in Life Sciences: Cut Delays, Fuel Discovery, you’ll discover how ServiceNow Source-to-Pay helps you orchestrate procurement, supplier management, and payments on a single platform.
With Source-to-Pay, you can:
- Eliminate patchwork solutions with unified workflows on a single platform
- Remove back-office bottlenecks with automated intake, routing, supplier onboarding, and approvals
- Improve visibility and control while ensuring audit readiness and compliance
Take advantage of our AI Agents to automate tasks so you can get lab equipment, CRO services, and other essentials faster than ever.

AI-Powered Procurement in Life Sciences: Cut Delays, Fuel Discovery

Federal agencies are rapidly adopting artificial intelligence to improve mission performance, enhance service delivery, and strengthen decision-making. As adoption accelerates, leaders face new challenges around preparing fragmented data, governing AI systems, and managing risks while delivering measurable results. 

Agencies are looking for practical strategies to overcome cultural and technical barriers, ensure responsible use of emerging technologies, and empower the federal workforce using AI as a true force multiplier.

Join us as thought leaders from government and industry share how agencies are building AI-ready data environments, establishing effective governance structures, and applying AI to real mission outcomes, with actionable guidance to help them align AI investments with mission priorities and scale innovation responsible across the enterprise.

Speakers:
- Mike Hurt, Group Vice President, U.S. Public Sector, ServiceNow
- Taka Ariga, Former CIO & CAIO for OPM
- Patrick McGarry, Federal Chief Data Officer, ServiceNow
- Adarryl Roberts, CIO, Defense Logistics Agency
- Jonathan Alboum, Federal Chief Technology Officer, ServiceNow
- Martin Stanley, AI RMF Lead, NIST
- Melissa McGriff, Vice President of Federal, ServiceNow
- Francis Rose, Moderator & Host, Fed Gov Today

Intelligent Government: Smart Strategies to Accelerate AI Innovation

AI is rapidly reshaping the way security teams operate, but without the right approach, automation can lead to noise, not clarity. Join us for How ServiceNow Security Operations uses AI to support Security teams, not substitute them, where you’ll learn how to put AI to work in ServiceNow Security Operations to drive efficiency, precision, and scale—without compromising control.

You’ll get a close look at how AI can:

- Optimize incident resolution and lower operational costs with AI
- Enable analysts to focus on complex threats instead of repetitive tasks
- Scale security operations without growing headcount
See for yourself the benefits that practical, outcome-focused AI delivers in real-world SecOps environments.

How ServiceNow Security Operations uses AI to support Security teams, not substitute them

Government agencies are under increasing pressure from rising constituent expectations, tightening budgets, and a workforce stretched thin. IDC predicts that by 2026, 60% of governments will use AI-enabled platforms. Join us for Strengthen public sector resilience and efficiency with AI, a focused session led by Darris Adkins, Director of Health and Human Services for ServiceNow, who will discuss the ways that Agentic AI and intelligent automation are changing the way public services are delivered.
During this information-rich webinar you will:
- Learn how Agentic AI optimizes team productivity and citizen-facing services
- See how AI-driven workflows improve service equity and program oversight
- Hear proven strategies for automating processes while supporting mission success

Strengthen public sector resilience and efficiency with AI

AI is accelerating faster than most enterprises can adapt—and CIOs are feeling the pressure to deliver true transformation, not just iteration. According to ServiceNow’s Enterprise AI Maturity Index 2025, 82% of respondents expect to increase AI investment next year, but only 28% of executives say they are “very familiar” with agentic AI.
You’ll learn:
- Key mindset shifts CIOs are making right now
- Real-world examples of agentic AI in action
- Strategies for positioning your business at the forefront of transformation
Reserve your spot today and lead what’s next.

How CIOs are rethinking business transformation with Agentic AI

See how IT teams use ServiceNow AI agents to automate CRM workflows, reduce manual effort, and improve service delivery. Learn how tools like AI Agent Studio and Orchestrator help IT build scalable, cross-functional automation that drives faster outcomes and supports business growth.

Empower IT to Transform CRM with AI Agents and Automation

Discover how ServiceNow AI agents simplify HR support, automate routine tasks, and personalize employee experiences across the lifecycle. Learn how agentic workflows reduce case volumes, improve handoffs, and empower employees to self-serve. See how AI agents boost productivity and streamline HR operations from hire to retire.

Reimagine Employee Experiences with AI Agents for HR and Beyond

Explore how ServiceNow AI agents streamline CRM workflows to deliver faster resolutions, personalized service, and improved productivity. Learn how teams automate tasks across sales, service, and field operations—reducing costs and boosting customer satisfaction. See how AI Agent Studio and Orchestrator help build intelligent agents that work across departments.

Transform CRM with AI Agents for Faster, Smarter Customer Experiences

Discover how ServiceNow helps enterprises turn fragmented data into actionable insights. Learn how scalable infrastructure, zero-copy access, and knowledge graphs empower AI agents to automate decisions and improve outcomes. See real-world applications in Coty’s supply chain and logistics.

Transform Data Chaos into AI-Driven Insights with ServiceNow

Explore how ServiceNow’s data strategy powers AI success. Learn how Raptor DB Pro and Workflow Data Fabric unify and contextualize data across systems, enabling real-time insights and intelligent automation. See how Coty uses these tools to optimize inventory and staffing with AI agents.

Fuel AI Success with ServiceNow’s Data & Analytics Strategy

Learn how leading organizations use ServiceNow’s AI agents to drive productivity and scale AI responsibly. Discover how a platform-first approach enables faster decision-making, reduces resolution times, and delivers measurable impact across departments. Explore tools like AI Agent Studio and Control Tower to build, govern, and orchestrate AI agents tailored to your business needs.

Unlock Enterprise Value with AI Agents on the ServiceNow Platform

As AI has become readily accessible and widely available, the number of insidious cyber threats has also increased.
Attend our webinar, AI-driven threats are complex but securing your enterprise shouldn’t be, to see how you can effectively combat these threats for the CISO’s organization with the automated processes and procedures powered by hardened AI. ServiceNow security and risk solutions leverage AI to give your team the edge in battle.
During the webinar, you’ll learn how your team can:
- Use the ServiceNow Security platform capabilities to combat AI-based threats
- Accelerate threat response and increase team efficiencies
- Proactively manage cyber threats and technology risks across the enterprise

AI-driven threats are complex but securing your enterprise shouldn’t be

AI is transforming industries at an unprecedented pace—but how do you harness its power for real impact? This transition is bigger than the shift to mobile or the web before it. Are you ready?
During this exclusive fireside chat, leaders from ServiceNow and Google Cloud will discuss how AI-driven automation, data intelligence, and cloud innovation are reshaping the enterprise.
In this conversation, we’ll also explore how to:
- Seamlessly and responsibly integrate AI into your operations
- Use real-time data for smarter decisions
- Improve employee and customer interactions with AI
- Stay ahead of AI trends and avoid common pitfalls
Seize this chance to gain expert insights and practical strategies for speeding up AI adoption.

Unleashing AI: How ServiceNow & Google Cloud are improving everyday work

Sometimes you have to see it to believe it. That was the case for Tom Freeman, a self-proclaimed generative AI skeptic and director of technical marketing here at ServiceNow. Tom sits down to answer questions about how genAI will impact developing on the Now Platform, the value of our large language model, and what’s coming next in this space.

Question Time: GenAI for Developing on the Now Platform

The consensus is in: Generative AI is a game-changer. Rajeev Sethi, VP of digital technology and emerging technologies at ServiceNow, discusses how genAI can improve KPIs across the business from employee satisfaction to mean time to resolution (MTTR). Now, we turn the question to you — what are some ways your workplace is using generative AI?

Question Time: GenAI for IT

AI isn’t new to ServiceNow — we’ve been innovating in the space for nearly a decade. ServiceNow’s Chief Transformation Officer Kelley Steven-Waiss shares how generative AI will help employees focus on the work that matters most, get the right insights, and take the right actions. Watch until the end for her personal favorite way to use Now Assist. Now it's your turn in the hot seat — Have you discovered any innovative uses of AI at work?

Question Time: GenAI and the Future of Work

Question Time | ServiceNow Experts on GenAI

Yes, generative AI is a BIG deal. Brian Solis, head of global innovation at ServiceNow, shares how every organization is going to have to reimagine their business for an AI-first world. Plus, get some practical examples of how AI can improve the customer experience (like giving people what they want before they even know they want it!). Take Brian’s advice and allow your curiosity to run wild — reply in the comments with creative ways you plan to use #GenAI.

Question Time: GenAI for Customer Experience

Gen AI

GenAI

Generative AI

AIOps

Customer Experience

ServiceNow

Welcome to the mobile computing community on BrightTALK! With the consumerization of IT and the widespread adoption of mobile devices across the globe, mobile computing has become an important part of many people's lives in a culture of bring your own device (BYOD). With mobile devices doubling as work phones and more employees working from home, businesses need to provide secure access to data and work applications from anywhere at any time. Join this growing community and hear from industry thought leaders in webinars and videos as they share their insight on mobile computing research and trends.

Mobile Computing

Are you an IT service management professional interested in developing your knowledge and improving your job performance? Join the IT service management community to access the latest updates from industry experts. Learn and share insights related to IT service management (ITSM) including topics such as the service desk, service catalog, problem and incident management, ITIL v4 and more. Engage with industry experts on current best practices and participate in active discussions that address the needs and challenges of the ITSM community.

IT Service Management

The IT security community on BrightTALK is composed of more than 200,000 IT security professionals trading relevant information on software assurance, network security and mobile security. Join the conversation by watching on-demand and live information security webinars and asking questions of experts and industry leaders.

IT Security

Increasing expectations for good governance, effective risk management and complex demands for corporate compliance are presenting a growing challenge for organizations of all sizes. Join industry thought leaders as they provide you with practical advice on how to implement successful risk and compliance management strategies across your organization. Browse risk management resources in the form of interactive webinars and videos and ask questions of expert GRC professionals.

IT Governance, Risk and Compliance

The application development community features top thought leadership focusing on optimal practices in software development, SDLC methodology, mobile app development and application development platforms and tools. Join top software engineers and coders as they cover emerging trends in everything from enterprise app development to developing for mobile platforms such as Android and iOS.

Application Development

Unified communications improve collaboration and increase productivity among employees through technologies such as VoIP, instant messaging and social media. Join this community to learn how to benefit from the full value of unified communications and collaboration technologies.

Collaboration and UC

Enterprise applications have become a crucial piece of infrastructure for many businesses. The enterprise applications community on BrightTALK features the latest insights in enterprise application integration, enterprise application architecture and EAS software. Join the community to gain access to thousands of videos and webinars presented by recognized enterprise information systems experts and arm yourself with the knowledge you need to succeed.

Enterprise Applications

The IT project management community on BrightTALK includes thousands of IT project and portfolio management professionals. Find relevant webinars and videos on agile methodologies, scrum strategy, project management processes and more. Attend live webinars or view on demand content presented by recognized thought leaders in the IT project management industry.

IT Project Management

Get powerful help desk and support insights from influential experts. Connect with thought leaders and colleagues to get the most up-to-date knowledge on the help desk and support strategies that effect business value and growth.

Help Desk and Support

As an IT professional, many of the problems you face are multifaceted, complex and don’t lend themselves to simple solutions. The information technology community features useful and free information technology resources. Join to browse thousands of videos and webinars on ITIL best practices, IT security strategy and more presented by leading CTOs, CIOs and other technology experts.

Information Technology

Many elements come into play when attracting the right talent. Is your careers page up-to-date? Does your website accurately represent your company culture and communicate it clearly to recruited applicants? In terms of internal processes, do you have an ongoing talent acquisition strategy? How efficient are your application screening and onboarding processes? Where and how are you looking for top candidates and are you enabling them to find you? Discover best practices and learn from industry thought leaders by joining the recruiting community.

Recruiting

Happy employees make productive employees. HR managers are now finding that compensation and benefits alone cannot keep employees happy; they also need nurturing through proper training and development. Join the BrightTALK talent management community to learn how to engage and retain your best talent by providing them with the tools and rewards they need to enhance their performance and reach their potential.

Talent Management

Modern human resources professionals are charged with not only the recruitment of talent, but also retention, satisfaction and management. They also support the training, assessment and compensation aspects of employee management. Join this community to connect with thought leaders and learn about trends in benefits, compensation and talent management. Stay ahead of the curve to attract and retain top talent and strengthen organizational leadership and culture.

HR Strategy

Human resources is intrinsically linked to business success and requires a thoughtful balance of a variety of complex issues. The human resources community on BrightTALK is made up of thousands of professionals in human resources exchanging human resources best practices and advice. Watch hundreds of on-demand webinars for immediate information or participate in upcoming live webinars and have your questions answered by respected HR thought leaders.

Human Resources

Thousands of healthcare IT professionals compose the health IT community on BrightTALK. Learn alongside them with relevant webinars on healthcare IT compliance, big data in healthcare and IT solutions for healthcare organizations. Join the conversation by asking questions and engaging with other participants during live webinars and organized discussions.

Health IT

Healthcare

Get powerful manufacturing insights from influential experts. Connect with thought leaders and colleagues to get the most up-to-date knowledge on strategies and techniques to accelerate production cycles while increasing efficiencies and improving profitability.

Manufacturing

The research and development community on BrightTALK brings together leading professionals in healthcare, technology and manufacturing to present on current topics in their fields. From big data in healthcare to online forensics training and medical research practices, the community is an exceptional resource for those looking to expand their knowledge. Be part of the conversation by joining the community and participating in interactive live webinars.

Research and Development

Join this new, vibrant community to learn and connect with top thought leaders, startups and banks who are disrupting the financial services industry. Keep up with the latest news and trends in Fintech and take part in lively debates on topical issues and challenges.

Fintech

The accounting and finance community on BrightTALK features presentations from leading accountants and finance professionals. The accounting community includes tax planning strategies, QuickBooks webinars and other accounting webinars, while the finance community features presentations on financial capital regulations and forensic data analytics. Join the conversation by attending live financial and accounting presentations and connecting with industry thought leaders.

Finance

Leadership styles are continually evolving to incorporate new ways of thinking about employee satisfaction, motivation and performance. Find webinars and videos on the strategies, techniques and qualities that make an effective leader. By participating in this community you will gain insight into current leadership theories and how to optimize employee performance.

Leadership

Get powerful distribution and logistics insights. Connect with experts and colleagues to get the most up-to-date knowledge on design, planning, execution, control, and monitoring of supply chain activities to build your competitive infrastructure, leverage worldwide logistics and create value.

Distribution and Logistics

Get powerful operations insights for your business. Connect with experts and colleagues to get the most up-to-date knowledge on which systems and processes are driving operational efficiency, maximizing value and customer success.

Operations

In the business management community, commercial experts will be sharing webinars and videos on an array of subjects. From sales and marketing, to finance, productivity and growth, this content will help you stay up-to-date with the current economic environment and provide timely management insight to drive business growth.

Question Time: GenAI for Customer Experience

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About this talk

ServiceNow