Name: IDC Insights: Transform customer service with strategic automation.
Start: 2023-04-13T09:00:00Z
End: 2023-04-13T09:00:51.000Z
Location: BrightTALK
Rating: 5

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™

The ongoing brand loyalty crisis is seeing organisations compete fiercely to build fruitful relationships with consumers. Winning customer loyalty in a state of flux is already challenging enough, but couple that with variable consumer desires and it becomes harder than ever.

Customer needs and expectations don’t just change over time; their preferences can now alternate within the same journey. In fact, 83% of EMEA consumers consider a choice of engagement methods to be an important element of customer service.

In partnership with Opinium, we recently conducted our annual Consumer Voice Report for 2024 to explore the consumer habits and preferences of 15,000 adults across EMEA. While it’s clear that the brand loyalty crisis is here to stay, organisations can still build long-lasting relationships with customers. What it takes are flexible strategies that adapt to consumer desires.

Join our webinar, Strategies to tackle the brand loyalty crisis, to find out how you can do exactly this, with the discussion set to centre around: 

- What engagement methods customers expect at different stages of their journeys
- Why organisations must find the right balance between high tech and high touch
- How to action these insights within your own company to create a long-term CX strategy for success
Don’t miss out. Watch now.

Speakers:
Komal Thadani, EMEA Solution Marketing Director, ServiceNow
Eva O'Toole, EMEA CX Solution Marketing Lead, ServiceNow

Strategies to Tackle the Brand Loyalty Crisis

Like many other organizations following the principles of global business services (GBS), ServiceNow is committed to driving efficiency and impact at scale within our own enterprise, while providing all employees with great experiences.

Join us for this webinar to see how we’re achieving GBS success by using our very own Now Platform® and how you can too.

Explore the story of how we’ve used ServiceNow solutions to deliver results including:
- $175m average suppler discounting savings
- 60% PO cycle time improvement
- 80% HR self-service rate

Speakers:
Tom Parisi, Chief Transformation Officer, ServiceNow
Nate Aschenbach,VP, Digital Technology Applications, ServiceNow
Kelly Kent, SVP, People Operations, ServiceNow

Driving GBS outcomes at scale

Many source-to-pay processes are weighed down by disconnected divisions, groups, and working processes across the organization. Without an automated, centralized, and standardized source-to-pay process, costs and risks are typically high.

Fortunately, global business services and shared services organizations are disrupting ineffective source-to-pay work patterns by helping to eliminate manual tasks, connect end-to-end processes, and squeeze more value from legacy systems. For example, one technology client achieved:

20% improvement in procurement operational efficiency
Over 10,000 hours of annual time freed up for the procurement team to focus on higher value work
Improved experience is delivering 5+ points increase in NPS
Our webinar agenda includes:

- How ServiceNow is built for service delivery transformation
- How and why source-to-pay processes are expanding to GBS/shared services models
- How to think about enabling value in source-to-pay
- Join our webinar and discover how you can automate source-to-pay with standardized global business services to - achieve hard cost savings and growth at scale.

Speakers:
Cara Herrick, Director, Product Marketing Employee Workflows, ServiceNow
Mark Labedz, Director, Product Marketing, Finance and Supply Chain Workflows, ServiceNow

Transform source-to-pay with GBS for lower costs, higher efficiency

While European companies are projected to spend over $241 bn on software in 2024, alarming amounts of investments are still going to waste – and the question is, why?

Without a holistic view to plan and act strategically, companies cannot escape siloed, disconnected tools, higher risks and manual, error-prone work.

Attend our virtual workshop where ServiceNow’s James, Sankhadeep and Tim will show you how, with the combined power of SAM and APM, you can take full control of your estate, optimise usage and action compliance fixes, while planning tech refreshes and rationalising apps.

After the session, you’ll walk away with a solid understanding of how you can answer these questions and build a plan for seven-figure savings or more:
- What software do you own and what’s the cost?
- Are you buying what you need? Where should you invest?
- Do you have all the rights you need for everything you are using and where you are using it?
- Are you using what you have? Or do you have unused software sitting on the shelf?

Don’t miss this opportunity to learn how to supercharge returns with what you already have, or what you could achieve after integrating SAM and APM on the Now Platform.

Optimise applications and assets to reduce costs and technology risks in 2024

In an era where digital innovation is paramount and cost efficiencies are crucial, this session is your gateway to understanding how, from strategy to execution, Generative AI can: 

Drive intelligent IT operations with the automation of IT tasks and reduction of manual workloads 
Enhance decision making with predictive analytics that enables preventative measures
Unlock efficient resource allocation with the analysis of usage patterns and predictions of future demands 
You’ll also see real-life outcomes of our GenAI capabilities, along with our roadmap to take GenAI even further in the future for technology organisations. 

Don't miss this opportunity to have your questions answered and gain a forward-looking perspective on how GenAI will redefine the future for technology teams.

AI Decoded: Boost Productivity, Transform Experiences, Accelerate Agility

The rise of chatGPT has generated a lot of hype. The fact is, artificial intelligence and generative AI can boost field service success – but only with the right solution and strategy. Join us for our upcoming webinar, Driving Success in Field Service with AI Innovation. We’ll explore practical use cases of AI in field service that can offer substantial value to your organization. We’ll share how your technicians, dispatchers, and managers, aided by AI, can prioritize tasks that boost customer satisfaction.

We’ll also guide you on:
- Initiating your AI journey
- Navigating responsible and ethical AI
- How to maintain a low-risk approach
- Register now and learn how you can use AI to drive measurable impact for your customers.

Speakers:
Nikki Narang, Director of Product Management, Field Service Management, ServiceNow
Jim Van Over, Field Innovation Officer, ServiceNow

Driving Success in Field Service with AI Innovation

Skills-based talent management can accelerate business success. In today’s competitive talent market, organizations need innovative ways to find, hire, develop, reward, and retain employees with the right skills to drive the business. But how can you catalyze the shift to a skills-based organization, unlock exceptional employee performance, and build winning teams? Join thought leaders from ServiceNow to learn how to tap into all the skills and strengths of your workforce.

During this webinar, Staking your claim in the skills gold rush: Focusing on skills to power workforce transformation, you’ll learn:

- How to design and build sustainable, innovative skills-based workforce models
- How AI and machine learning can supercharge skills-based workforce models
- How organizations are shifting toward skills strategies that evolve quickly with the business
- Why focusing on skills can boost employee productivity, engagement, and experience
- Prepare for a dynamic future by harnessing the power of skills-based organizations.

Speakers:
Jacqui Canney, Chief People Officer, ServiceNow
Kelley Steven-Waiss, Chief Transformation Officer, ServiceNow
Sarah Tilley, SVP, Talent Acquisition and Development, ServiceNow

Focusing on skills to power workforce transformation

It’s hard to believe that we’re celebrating the first anniversary of ChatGPT, which converged artificial intelligence (AI) and genetic technologies. But even with AI’s benefits, there’s a dark side to it if it’s not properly governed. And while more regulations will be adopted this year, organizations must take steps right now to ensure they’re prepared.

Join us for our upcoming webinar, Navigating the Future of Gen AI Governance. Our speakers will cover:

The challenges and opportunities in AI governance
What your business should do before it’s too far along in its AI journey
How governance can improve AI performance and organizational profitability
Don’t miss this chance to stay ahead of AI governance trends—register now.

Speakers:
John Castelly, Chief Ethics and Compliance Officer, ServiceNow
Jim Van Over, Field Innovation Officer, ServiceNow

More AI regulations are coming—learn how this will impact your organization

Explore the possibilities of GenAI in empowering organisations to accelerate productivity and efficiency in 2024. We will cover the already existing AI / ML capabilities that lay the groundwork for Generative AI and how future releases of the ServiceNow Platform will support GenAI, with a trustworthy human-centric approach.

Transform your Service Delivery with Generative AI

Discover how you can shape service experiences for employees anywhere, with always-on IT services. By automating support for common requests your organisation can deliver high-quality services at scale and continually optimise processes, boost agent efficiency and accelerate issue resolution.

Automate and Optimise Technology Service Operations with ITSM Pro

For years, ServiceNow has been investing in AI and GenAI for Service Operations (ITSM and ITOM). These investments are automating incident routing, identifying anomalies, providing assist recommendations, and predicting and preventing service disruptions.

During our upcoming webinar, discover ServiceNow can help your organisation reimagine IT service and operations through AI-enabled workflow automation. You’ll learn:
- The value of AI and Gen AI to the enterprise
- Key AI and Gen AI use cases from ServiceNow
- How to move ahead on your AI and Gen AI journey
Find out how to use AI and Gen AI to rapidly boost your company’s productivity.

Speakers:
RJ Jainendra, Vice President and General Manager, ITSM, ServiceNow
Heath Ramsey, Vice President, Platform Outbound Product Management, ServiceNow
Aaron Zuber, Global Area Vice President, ServiceNow

Take your organisation’s AI expertise to the next level with ServiceNow

ServiceNow is excited to announce the launch of Washington D.C., our latest software version. Join us and be among the first to see the new features and improvements in the ServiceNow Platform, App Engine, and Automation Engine.

You’ll get practical tips and guidance directly from our Senior Developer Advocates showing the new capabilities that will help you:
- Streamline operations using Generative AI and Now Assist
- Simplify complex workflows with Flow Designer Engine V2
- Create more robust apps faster on the ServiceNow platform
- Secure your spot now to explore the innovations Washington D.C. offers to help you get more out of ServiceNow. Reserve your seat today.

Speakers:
Earl Duque, Senior Developer Advocate, ServiceNow
Lauren McManamon, Senior Developer Advocate, ServiceNow
Pranav Bhagat, Senior Developer Advocate, ServiceNow

Welcome to the Future: The ServiceNow Washington D.C. Release

Fast moving tech trends can take some keeping up with, but they also present opportunities that you don’t want to miss out on. In this webinar, we’ll cover leading trends that can impact your app development, platform management, and app development lifecycle in 2024. We’ll discuss:

The emergence of generative AI: Generative AI has moved beyond edge applications and backend processes, becoming a mainstream technology. Understanding how these technologies can streamline workflows and support app development is crucial.

Low-code/no-code platforms: The ongoing technical skill gap is being addressed through low-code/no-code platforms. This trend is relevant for app delivery teams, as it impacts how applications are developed and who can participate in the development process.

Challenges ahead and the role of hyperautomation: Economic uncertainty, global competitiveness, and increased regulation are expected to affect organizations at a significant scale over the next decade. Hyperautomation is a vital tool for increasing efficiency, agility, and responsiveness in the face of these challenges.

Our webinar agenda includes:
- Leading trends including Gen AI, low-code, and hyperautomation
- Best practices from early adopters of Gen AI
- How Gen AI text-to-capabilities are expanding
- Capabilities that will help you thrive
Join our webinar and discover the leading 2024 trends that can boost productivity, drive innovation, and reduce costs for your application development.

Speaker:
Jithin Bhasker, Vice President and GM, ServiceNow
Anna Byers, Senior Manager UX Research, ServiceNow

The Future is Now: Tech Trends Driving App Dev—Gen AI, Low-Code and More

Join us as we unveil exclusive insights from our CX Trends survey. Discover the intricacies of connecting with the customer, empathize with challenges agents confront daily, and understand the pressures weighing on CX leaders.

Immerse yourself in a thoughtful conversation among industry experts as they share individual experiences and discuss strategic recommendations, including how AI (Artificial Intelligence) and Generative AI are delivering real value in customer service.

Join us now in exploring the dynamic intersection of technology and human touch that is defining the next era in customer experience.

Speakers:
Elizabeth Dixon, Entrepeneur and Author of The Power of Customer Experience
Kim Sanchez, Director of Customer Care and Experience, 7-Eleven
Terence Chesire, VP Product Management, customer workflows, ServiceNow
Dwight Moore, Senior Director Product Marketing for customer workflows, ServiceNow

Customer service insights in the GenAI era

Imagine what your business could accomplish with the power of AI at everyone’s fingertips. Imagine how productive your employees could be-how efficient, how creative, how innovative. Well, you don’t have to use your imagination anymore. Because generative AI is now available on the ServiceNow Platform — the platform you already know. To find out how simple it is to deploy this game-changing technology across your organization, watch our webinar: Empowering Your Workforce with Generative AI.

- Deliver more personalized, efficient experiences for your HR agents
- Learn how ServiceNow is thinking about AI with skills to better manage your workforce
- Drive better business outcomes through improved customer interactions

There’s ordinary generative AI, and there’s generative AI on the ServiceNow platform. Watch this webinar to see how extraordinary AI can be.

Speakers:
Nick McClure, Director of Data Science, Skills Intelligence, ServiceNow
Rajeev Sethi, Vice President Emerging Technologies, ServiceNow
Tricia Cornish, Senior Advisory Solution Consultant, ServiceNow

Empowering Your Workforce with Generative AI

Generative AI is here, in all its exciting use cases. But many organisations still face the same challenge: how to integrate GenAI quickly, safely, and seamlessly into workflows without comprising security, privacy, or compliance.

Join ServiceNow’s Julia Mulcahy to see how we’re building GenAI into all aspects of Now Platform, and how our adoption is already enabling people to unlock benefits company-wide.

Julia will also dig deeper into exactly what’s needed to build the right foundation for GenAI to be properly managed and optimised over time.

By the end of the session, you’ll have a much better understanding of how our latest GenAI solutions boost productivity and reduce costs in relation to
- The employee experience: AI search: genius Results, email content creation
- The agent experience: Knowledge from incident
- The developer experience: Test case generation, code explain

Bring your questions and join us to learn how this transformative technology can reshape your digital service landscape.

Customer Zero: How our People and GenAI are Transforming Digital Services

Find out how ServiceNow can help reduce the costs and manual tasks involved in meeting compliance requirements.

Risks, trends, and innovations: a look at 2024 with ServiceNow

Today, organisations are racing to take advantage of AI and its potential for driving productivity and efficiency. But to succeed with AI, there’s a crucial element you must consider: data protection and privacy. 
As a data protection and privacy specialist with over 25 years of experience in advising multinationals across multiple industries, Nicola will be on hand to answer your most pressing questions about the potential data risks introduced by AI. 

Watch now to explore:
- The current regulatory landscape for AI and data protection
- How to seamlessly integrate AI considerations into data privacy impact assessments
- Key strategies for evaluating privacy risks associated with AI vendors
- Effective management of data breaches in this dynamic threat environment.

Data Privacy Trends to Watch in 2024 and beyond

Despite customer experience being a vital differentiator, front-line agents still spend 33% of their time on routine tasks that could be automated. So imagine the gains you’ll see when you free them to focus on what matters: delivering exceptional service to your customers.


Join us for an exclusive webinar from ServiceNow, supported by insights from IDC. Our experts will reveal how you can empower your teams with strategic automation, enriching their roles and enabling them to deliver better customer outcomes.

Register now for IDC insights on:

empowering customer service and support teams to focus on innovative, high-impact work

attracting and retaining top talent by creating more challenging, rewarding roles

developing a strategic automation strategy that gets buy-in from your people.

IDC Insights: Transform customer service with strategic automation.

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Get powerful insights on how to best serve today's customers. If you want to create a successful customer experience today, you will have to appeal to the need for “alone together” time. Millennials, Gen X, Boomers or Silent Generation all look for shared but individual experiences.

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IDC Insights: Transform customer service with strategic automation.

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