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Customer Relationship Bootcamp: Five Expert Ways ServiceNow Accelerates CSM

According to Forrester Research, Exceptional Customer Service in 2016 demands customer obsession.

Unfortunately, most High Tech companies approach customer service management backwards today – starting with reactive, ticket-oriented Customer Service Management (CSM) systems rather than comprehensive, interconnected data management.

There’s a better way! Join Acorio’s Director of Product & Innovation, Adam Mason, as he leads an expert panel to demystify CSM and breaks down the right way to approach your ServiceNow CSM technology.

- Make the your CSM process as high tech as your products, and save money as a result

- Get a few quick tweaks to improve CSAT scores

- Learn how other high tech peers approach customer support

Join the best in the ServiceNow business as our experts show you how to make your CSM process a simple, well-oiled machine.
Recorded Aug 9 2016 33 mins
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Presentation preview: Customer Relationship Bootcamp: Five Expert Ways ServiceNow Accelerates CSM

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  • Transforming Customer Service with ServiceNow: A Midwest Lunch & Learn Mar 20 2018 5:00 pm UTC 60 mins
    Adam Mason, Jerry Sweeney, Ravi Kaipa and Meghan Lockwood
    Today, modern, Customer Support teams use thoughtful, intuitive technology to solve customer issues at light speed. In some cases, they have even transformed from a cost center to a juiced up revenue producer.
    In our March Lunch and Learn our Customer Service experts will show how to do just that, with real-world examples from companies winning Customer Service right now, and a live demo.
  • The ServiceNow Kingston Update: Machine Learning, AI, UX, Oh My! Feb 22 2018 6:00 pm UTC 60 mins
    Marci Parker, Garrison Ball, Meghan Lockwood
    With the ServiceNow’s new Kingston release, fans will not only get new functionality for a richer user experience but enjoy important strides in perhaps the most anticipated areas area of the day: machine learning and automation.Every release brings us more expansion across the ServiceNow Platform, and Kingston is no exception, adding new features and functionality including advances in the ServiceNow Platform, CSM, HR Service Delivery, ITOM, ITBM, Performance Analytics, Security Operations, GRC, and, of course, IT Service Management (including Software Asset Management). Taken in context, these new capabilities make a strong case that ServiceNow is setting itself up to act as the technology backbone for modern organizations (so keep an eye out for future platform plays!).
  • Making the ESM Business Case: Strategies for Proving ServiceNow ROI Recorded: Jan 30 2018 61 mins
    Ellen Daley, Adam Mason, Meghan Lockwood
    How Real-World Firms Transformed with Enterprise Service Management using ServiceNow.

    On Tuesday, January 30th, Join CEO, Ellen Daley, VP of Solutions and Innovation, Adam Mason, and Strategic Director of Marketing, Meghan Lockwood, to find out how to get the executive buy-in and prove your business case for Enterprise Service Management with ServiceNow.

    Learn what Forrester Research has to say about the Total Economic Impact of ServiceNow, find out how Acorio customers are reaping the benefits, and get you own exclusive pitch deck to help you win your business case.
  • Predictions for ServiceNow in 2018 - The Experts Weigh In Recorded: Dec 12 2017 61 mins
    Ellen Daley, Ian Clayton, Ross Rexer, Adam Mason, Brian Murphy, Richard Norton, Nick Nash, Meghan Lockwood
    Our Experts Weigh In: What ServiceNow trends should you look for in 2018?

    On Tuesday, December 12th, 1:00 PM EST, 10:00 AM PST, join our panel of ServiceNow enthusiasts for a virtual roundtable as they share their predictions for where ServiceNow is going in 2018.
  • Transforming the Student Experience: A One-Stop Solution for Digital Natives Recorded: Nov 30 2017 40 mins
    Adam Mason, Sheila Pickett, Meghan Lockwood
    The mandate to drive digital transformation has finally hit the realm of Higher Education, specifically targeting the “Ed Tech” universe. From the application process up until graduation, colleges and universities are dealing with a student body who have needs and demands that are very different from those of students who graduated even a decade ago. Think about it: the freshmen walking onto campus today have all grown up as consumers within an online community. They don’t just appreciate an intuitive, well-organized web experience, they expect one.

    ServiceNow aids schools in two ways: the platform makes it smarter, faster, and easier for students to navigate their student portals, and for universities to integrate and consolidate all of their disparate systems. With its intuitive interface, ServiceNow helps higher ed institutions to step away from the dark ages of spreadsheets and un-trackable requests, and instead provide their students and alums with an organized and pleasant web experience.
  • Customer Service Management Lunch & Learn | Acorio Recorded: Nov 14 2017 52 mins
    Adam Mason, Marc Scott, Meghan Lockwood, Jordan Pepper, Victoria Carroll
    Join us for our November Lunch and Learn. Today, modern, Customer Support teams use thoughtful, intuitive technology to solve customer issues at light speed. In some cases, they have even transformed from a cost center to a juiced up revenue producer.
    Our Customer Service experts will show how to do just that, with real-world examples from companies winning Customer Service right now, and a live demo.
  • First Impressions are Everything with the Employee Experience Recorded: Oct 24 2017 39 mins
    Adam Mason, Tom Sweeney, Meghan Lockwood
    Dealing with Employee Onboarding, Tracking, and Provisioning in the Digital Revolution - or Something Better...

    What if you could consumerize the Employee Service experience?

    Making onbaording a breeze for new employees, perhaps even increasing your employee satisfaction score? It's a no brainer right?

    There are a lot of platforms who promise they have the "right recipe" when it comes to HR delivery. Finding out the truth behind a platform can be just as scary as implementing one!

    That's why on Tuesday, October 24th, you should join Adam Mason, VP of Solutions and Innovation, and Tom Sweeney, Bussiness Process Consultant, of Acorio for our October webinar. They'll cover ServiceNow's new product, HR Service Delivery, and help you understand the platform's onboarding experience and what success it can bring to your company's future (and current) employees.

    Find out if your onboarding experience is working.
  • ServiceNow Innovation in 2017: The Hype vs. The Reality Recorded: Oct 3 2017 52 mins
    Ellen Daley, Nadia Skiscim, Devon Scuteri, R. Winston Place, and Meghan Lockwood
    Join our ServiceNow Experts for a virtual conference on ITSM transformation.

    In 2017, you shouldn't be dealing with chaotic help desks or excel sheets. It's time to learn what you're missing.

    It's not just hype, your peers are using ServiceNow to modernize their IT services. Learn how a best-in-class, cloud platform can rapidly reduce costs, lower risk, improve business agility, and boost IT innovation.
  • ServiceNow Roadmap Check: Make the Last 3 Months Count Recorded: Sep 19 2017 56 mins
    Marci Parker, Kaushik Nanavati
    Take the time to check your ServiceNow roadmap. We'll help you identify which projects are worth focusing on for the next 3 months, how to maximize your budget and plan ahead for 2018
  • 10 Questions on ServiceNow with Acorio Experts Recorded: Sep 7 2017 61 mins
    Jared Romaine, Dale Meyer-Curley, Todd Francisco, Meghan Lockwood
    How Not to Fail at Your ServiceNow Implementation. Get the answers you need to the tough questions about ServiceNow, then actually get started.
  • Going Farther in ServiceNow Jakarta: The Time for NextGen Digital Transformation Recorded: Aug 15 2017 47 mins
    Ross Rexer, Liz Alexander, Meghan Lockwood
    With ServiceNow launching their new Platform upgrade, you might be in the midst of deciding whether or not this upgrade will lure you in (if you don’t have the Portal yet, you might want to think about that!).

    But more than just a binary, “should I or shouldn’t I upgrade” decision, ServiceNow’s major releases are an opportunity for companies to take a strategic look at their ServiceNow strategy.

    This webinar will talk you through:
    - Upgrades and major releases to help you think BIG
    - What you should strategically consider about Jakarta (including the quick wins)
    - Hidden pockets of value in your ServiceNow Roadmap
  • What Even the Best Firms Miss About Customer Service Recorded: Jul 25 2017 63 mins
    Ellen Daley, Vikas Nehru, Nitin Badjatia
    Join Acorio CEO, Ellen Daley, 3CLogic's CTO, Vikas Nehru, and ServiceNow's Senior Director of Business Strategy, Nitin Badjatia, for this panel discussion about Customer Service in the real world & what most companies are getting wrong.

    While we know that customer service is a critical defining characteristic, executing effective Customer Service somehow falls flat in the real world. The challenge is that delighting customers means more than just responding quickly to requests and issues from them – it means ensuring the all functions are involved and present in helping customers. This is a paradigm shift of the last 2 decades of Customer Service which set to prioritize response over resolution.

    Join a panel of executives from ServiceNow, 3C Logic, and Acorio as they explore the challenges facing customers and executives alike, and explore the transformative results customers in the real world have driven using the power of the ServiceNow CSM platform.
  • Service Mapping ROI: The Right Road to Drive Return Recorded: Jun 20 2017 46 mins
    Ellen Daley, Terrell Pursley, Meghan Lockwood
    Join Acorio's CEO, Ellen Daley, and ITOM expert, Terrell Pursley for the ultimate run-down of ServiceNow's Service Mapping.

    1. What is Service Mapping?
    2. How does Service Mapping work? Learn the "crawls" and "gotchas"
    3. How do you know if this is the right investment?
    4. Best Practices to get you started
    5. New use in Service Mapping in Jakarta
  • Knowledge17 Sneak Peek: Our Best of ServiceNow Recorded: May 2 2017 35 mins
    Ellen Daley, Adam Mason, Carleen Carter, Meghan Lockwood
    Knowledge17, ServiceNow's biggest event of the year, is just three weeks away. Join Acorio's Leadership Team on a panel discussion of what to expect at the fastest-growing enterprise cloud company's annual conference.

    We will fill you in with highlights of our Customer's center stage presentations, new technology and innovations, key success stories since last year, and the main themes they expect ServiceNow leadership share.

    This year's K17 theme is experiencing IT, Customer Service, HR & Security at Lightspeed. Get a head start on your competition by getting the inside scoop before you even reach the plane.

    - Preview main stage presentations by Acorio and clients
    - Sneak Peek at our new demo
    - Five tips to get the most out of your K17 experience

    And be sure to visit us at Booth #419
  • ServiceNow 101: The 3 Crucial Powers of ServiceNow Recorded: Apr 12 2017 33 mins
    Ellen Daley, Ross Rexer
    Join Acorio’s leadership team members: CEO, Ellen Daley, and Vice President, Ross Rexer for an online web clinic on Wednesday, April 12th, 2017, 1:00 PM EST. They'll offer real-world examples of the three major ways the platform can add value to your business.

    What You'll Learn:
    - Satisfy the high expectations for speed and visibility among your customers, employees, and partners;
    - How to go beyond low-hanging fruit and pick worthwhile opportunities and predict long-term growth areas
    - Real-world examples of companies revolutionizing IT Service Management, and visualizing transformative data and reporting.
  • ServiceNow Innovation in 2017: The Hype vs. Reality | ITSM Midwest Lunch & Learn Recorded: Apr 11 2017 61 mins
    Ross Rexer, Eric Smith, Dave Kruchten, Meghan Lockwood
    Join Acorio's Vice President, Ross Rexer, and Midwest Sales Manager, Dave Kruchten to learn how organizations are modernizing their IT Services with ServiceNow's best-in-class cloud-based ITSM.

    What You'll Learn:

    - ServiceNow's power to transform businesses
    - How to go beyond low-hanging fruit and pick REAL opportunities
    - Real-world examples of companies revolutionizing IT Service Management
  • CSM South East Lunch & Learn | Acorio Recorded: Mar 28 2017 50 mins
    Adam Mason, Brian Uhelski, Meghan Lockwood
    Adam Mason, one of Acorio's Vice Presidents, will walk you through Customer Service Management business challenges - All you need to do is enjoy your pizza!

    Additionally, within this webinar, we will showcase a demo of ServiceNow’s unique power to address these challenges.

    Webinar Outline:

    - The Problem: Getting Customer Service Wrong is Expensive
    - Here's What you can Achieve Doing it Right
    - Deadly Sins of Customer Servie Management
    - Not Contextual
    - Major Benefits
    - What do we mean by Light Speed?
    - The Next Level: Mining Customer Support to Drive Revenue (Account Insight, Upsell Cross Sell, New Products and Upgrades)
  • Are You Missing the Asset Management Revolution? Recorded: Mar 14 2017 33 mins
    Carleen Carter
    Today’s competitive business and regulatory climate requires an intelligent, integrated platform to dramatically reduce costs and eliminate regulatory risk. A new single system of record offers real-time visibility into your company’s physical assets, contractual obligations and software licensing agreements.

    Asset management is about cost savings, risk, and audit than ever before. Learn how thousands of companies saved millions last year by:
    Dramatically reduce software licensing and hardware costs
    - Avoid regulatory headaches
    - Get real visibility into your entire asset lifecycle – and identify the assets your firm actually owns and uses
  • 5 Rules to Create a User Experience Your Team Will Love. Recorded: Feb 16 2017 33 mins
    Adam Mason, Jeremy Mandle, and Meghan Lockwood
    Every company wants a modern, easy-to-use Service Portal. Using ServiceNow, companies can offer the same kind of internal support and portal experiences that users would get as consumers.

    Acorio experts will showcase how your company can deploy modern web technologies (including mobile) to streamline your internal IT portals, to create an IT interface your employees will use and love.

    At the end of this webinar, you will know how to:
    Use design to improve Portal Adoption
    Create an Amazon-like experience in your Service Portal
    Ensure your website can pass a blink test?
    Streamlining your site design and navigation to meet individual user needs
    Deploy five psychological tricks to improve engagement
  • What to know about ServiceNow for 2017 Recorded: Jan 17 2017 59 mins
    Ellen Daley
    Are you prepared to maximize ServiceNow in 2017? Register today to be a part of a virtual round table where our ServiceNow Experts discuss their predictions for 2017.

    What to expect:

    - Learn our 8 key predictions for ServiceNow and Service Management in 2017

    - Submit your own questions you want the panel to answer

    - Network with industry peers online and get key insights on what other companies are predicting and prioritizing for 2017.
100% focused on ServiceNow, Acorio are a cloud consultancy on a mission: to inspire and guide leaders on their service management journey.

A ServiceNow Gold Services Partner, we combine big company credibility with agility, innovation and a relentless focus on customer satisfaction.

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