Name: Customer Service Management (CSM) for Contact Centers
Start: 2025-01-02T11:26:00Z
End: 2025-01-02T11:26:26.000Z
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. 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™

Join us for an insightful webinar on how ServiceNow's Customer Service Management (CSM) can revolutionise your charity's operations and amplify its mission. In this session, we will dive into 

- How non-profits can harness CSM to streamline workflows, enhance collaboration, and create a seamless experience for donors, beneficiaries, and volunteers. 

- The value our AI powered platform can bring your teams to work more efficiently, reduce administrative overhead, and engage stakeholders in meaningful ways. 

- Discover how modern technology empowers organisations to deliver better support, improve volunteer experiences, and set the stage for long-term success.  

Don’t miss out on how your charity’s service delivery and drive impactful results!

Maximizing Mission Impact: How Customer Service Management Drives Success for Charities

Are you looking for ways to optimise your resources and save funding? Join us for an exclusive webinar, "Explore Saving Funding with CMDB and Asset Management," and learn how ServiceNow® can help you maximise your budget with smart IT solutions. 

In this webinar, you'll discover how ServiceNow®'s Configuration Management Database (CMDB) and IT Asset Management solutions can help your non-profit organisation: 

- Efficiently track and manage assets 

- Optimise resource allocation 

- Reduce operational costs 

- Enhance overall service delivery and support 

Our experts will share insights and best practices tailored specifically for non-profit organisations. This is a fantastic opportunity to learn how to leverage CMDB and asset management to achieve significant savings and improve your operational efficiency.

Save Funding with CMDB and Asset Management

Are you ready to streamline and consolidate your service operations? Join us for an exclusive webinar, "Navigate Service Operations Consolidation," and discover how ServiceNow® can transform your IT operations with AI-powered solutions. 

In this webinar, you'll learn how ServiceNow® can help your non-profit organisation:
 
- Consolidate service operations for improved efficiency 

- Leverage AI to enhance service operations and observability 

- Simplify complex workflows and reduce operational costs 

- Enhance overall service delivery and support 

Our experts will share insights and best practices tailored specifically for non-profit organisations. This is a great opportunity to learn how to navigate the complexities of service operations and achieve a more streamlined and effective process. 

Don't miss out on this opportunity to strengthen your team and amplify your impact.

Navigate Service Operations Consolidation

Digital technologies have revolutionized Financial Services which means there is more reliance on technology than ever before. The DORA Act comes into effect from 17 January 2025, and many organisations are still looking for guidance on how to meet the deadline.

Join experts from ServiceNow and EY for this live webinar to learn more about:

- How Financial Services organisations are progressing with meeting the challenges of Operational Resilience and DORA
- The approaches being taken to meet the January deadline
-How thinking is evolving for 2025 and beyond

Using ServiceNow to drive value and sustainability from your Operational Resilience and DORA programmes

Join us for an exclusive webinar, Preparing the foundations for a successful IRM project, where experts from ServiceNow, Virgin Money and Pulsar will share how to set your IRM implementation up for success. Learn from real customer experiences, discover flexible self-implementation options, and get tips on maximizing the ROI of your IRM solution. 

Key takeaways will include: 

- Overcoming common IRM project challenges 

- Flexible implementation strategies 

- How to maximize operational efficiency and ROI 

This is a must-attend event for anyone looking to drive more value from their IRM implementation.

Prepare the foundation for a successful IRM project

Learn how AI optimizes security operations and response. Our expert speakers will show you how AI can transform your security processes, providing you with the tools needed to stay ahead of threats. Gain practical insights into optimizing your security strategy with the latest AI advancements, including: 

- Optimizing security workflows 

- Enhancing threat detection 

- Automating incident response 

Join us for this must-attend event to optimize your security operations.

Learn how AI optimizes security operations and response

Attend this webinar to learn how ServiceNow will be helping its clients meet the regulatory requirements of the upcoming Digital Operational Resilience Act (DORA) along with enabling them to be truly resilient organisations.

In this webinar we'll explore: 

- How ServiceNow is helping clients tackle the Digital Operational Resilience Act

- The latest updates in the product before the release for Information Register and Incident reporting workflow

- Understand ServiceNow's phased approach to product release in the future.

ServiceNow - DORA Accelerator

Generative AI is not just about technology—it's about transforming HR practices. Register for this session, Building Responsible GenAI Strategies for HR, and gain in-depth insights into the ways you can harness the power of GenAI in human resources while ensuring ethical compliance.  

You’ll hear from our experts, Allan Sabol and Kim Thomson, about best practices in using GenAI in HR, such as: 
 
- Maintaining strict ethical and privacy standards 

- Crafting a roadmap with security in mind 

- Fostering inclusiveness and diversity

Building responsible GenAI strategies for HR

Gartner predicts that by 2026, developers outside formal IT departments will account for at least 80% of the user base for low-code development tools, up from 60% in 2021. That’s great news for organizations that are looking for new ways to get around the shortage of skilled developers, accelerate productivity, and reduce development costs.  

Join us for a webinar that will dive into how ServiceNow is simplifying development for non-developers and enabling business experts to create popular apps with no coding experience.  

- In this session we’ll cover: 

- How ServiceNow is simplifying development for non-developers 

- How to disperse app development to line-of-business process experts to improve your overall business automation 

- ServiceNow® Creator Studio: What is it? Who is it for? How does it enhance app delivery teams? And how does it expand development without risk? 

- Creator Studio use case examples 

ServiceNow allows you to do better with less—with a guided app development experience that empowers any employee to create request-based applications without the barriers of traditional low-code development.

Ignite innovation with no-code app development

Even with endless funding, the strongest AI strategies fall short without robust data governance that enables innovation and risk mitigation. That’s why companies that want to lead will need to think differently about their data and its value, according to our AI maturity Index.  

Join IDC and ServiceNow as we discuss best practices and real-world strategies for establishing robust data governance frameworks that enhance data quality, compliance, and security.  

We’ll also explore why leading organisations are adopting a single data model to harness the power of AI for business transformation.  

Who should attend: 

- Data governance and compliance professionals 

- IT and data management teams 

- AI and machine learning practitioners 

- Business leaders involved in AI initiatives 

Who should attend:  

- Data governance and compliance professionals  

- IT and data management teams  

- AI and machine learning practitioners  

- Business leaders involved in AI initiatives

IDC & ServiceNow: Navigating Data Governance for AI-Driven Organisations

Once employees are all in on AI, every interaction is a productivity and time-savings game changer for your organisation. But how do you cultivate a culture that truly embraces the technology?  
  

By showing how AI and GenAI can swap the tasks that people don’t like doing for work with real purpose and potential.  


During this session, we dig into the strategy for transforming life at work with AI agents and reskilling teams for AI-powered transformation.

IDC & ServiceNow: Revolutionising Work with the AI Agent Experience

Process efficiencies and great experiences are the new competitive battleground.

Breaking down barriers between siloes across teams, data and knowledge will make this a reality. Yet, only 29% of organisations are integrating workflows between functions and streamlining with AI.

Together with IDC, we provide fresh perspectives on how industry disruptors and innovators are reimagining service delivery that transcends HR, IT and CX to transform productivity and cost savings.

IDC & ServiceNow: Empowering Automation: Where can Business Processes Go?

As organisations expand on their digital transformation initiatives, so does complexity. This makes diagnosing service issues, driving innovation, and improving experiences increasingly difficult. 

Join ServiceNow and RapDev to see how engineers can truly drive innovation through constant change with AI-powered service operations, Generative AI, observability and other technologies. 

Along with your industry peers, we’ll explore how you can: 

- Fix incidents before they impact users with AIOps and root-cause analysis tools
- Accelerate employee and customer processes with AI-powered virtual agents
- Reduce workload and costs for IT operations teams 
- Achieve self-driving, self-healing IT service operations

During this session, you’ll learn more about DevOps Change Velocity,  RapDev  CSDM-as-Code, OpenTelemetry (including SGC), ServiceNow Cloud Observability, Event Management, HLA, Service Reliability Management, Automated Remediation with Flow Designer and IntegrationHub, and  RapDev  ChatOps.

Unlock next-gen enterprise software with AI and Observability

Join us as Bell Canada and FX Innovation share their groundbreaking strategies for field service transformation. This exclusive ServiceNow webinar will dive deep into the ways AI and connected workflows are optimizing operations and improving customer support. 

  

You’ll leave with insights into: 

How industry leaders are using connected field service to deliver faster, more personalized customer and technician experiences 

Bell Canada’s approach to transforming its operations through a unified data model and fully integrated workflows 

FX Innovation’s pivotal role in implementing and supporting Bell Candas’s AI-driven field service transformation 

  

Engage with the experts and gain strategies you can use in your own operations.

Reimagining field service in the era of intelligence with Bell Canada

HR leaders play a pivotal role in harnessing the power of artificial intelligence to optimize talent and drive productivity. Watch this executive session, HR leadership in the GenAI era: optimizing for employee productivity, to learn how you can guide your organization with AI that is purpose built to drive productivity in every corner of your business. 

In this session, you’ll learn:  
 
- How GenAI can free up employee time while lowering costs 

- Strategies for making better, more intelligent talent decisions 

- Ways to improve employee self-service as well as increase productivity and business growth with GenAI 


ServiceNow puts AI to work for people, with the AI platform for business transformation.  

 
Don't miss this opportunity to gain valuable insights and learn how you can utilize AI to supercharge your business.

HR Leadership in the GenAI Era: Optimizing for Employee Productivity

Join us to discover how Now Assist for Strategic Portfolio Management (SPM) can help you break down barriers between stakeholders and teams to accelerate ROI on your GenAI projects and: 

- Increase agility by responding to customer needs faster with improved intake process 

- Transform experiences by streamlining the demand intake process 

- Accelerate productivity by summarising voice of customer to facilitate product enhancements for product owners 

You’ll also get to see live demos of how SPM uses the power of GenAI with Feedback Summarization and Conversational Experience for Demand Managers.

How to Plan your Generative AI Initiatives with SPM

Generative AI can streamline your customer service, leading to higher agent productivity, cost savings, and improved customer experiences.

Take advantage of this breakthrough technology by joining us for an exclusive webinar, Put generative AI to work for customer service. You’ll discover how to make your service faster and simpler—for your customers and employees.

You’ll learn:

- Ways to integrate generative AI within your current ecosystem
- Techniques to harness the power of generative AI and increase organizational support
- How generative AI can improve operational efficiency and elevate customer satisfaction

Help your employees feel more confident about generative AI and use it to transform your customer service and drive business growth. Watch now.

Put Generative AI to work for Customer Service

Experienced sales reps understand that sometimes the hardest part of deal-making is quote generation. Offering configurations, options and discounts via outdated spreadsheets can result in errors, delays and even cancellations. 

Our speakers will discuss:  

- The latest trends in lead-to-renewals and Configure-Price-Quote (CPQ)   

- Optimizing processes and creating a cohesive value stream across lead-to-renewals  

- Improving customer experiences through a unified platform and advanced automation capabilities  

- Generating quotes and fulfilling complex orders across highly configurable products and services 
 

A single platform for CPQ and lead-to-renewals eliminates bottlenecks that can result in lost deals. Find out how.

Optimizing lead-to-renewals: leveraging CPQ in a cohesive journey

In today's dynamic market, manufacturers must streamline complex customer operations to eliminate friction from sales and service, driving customer loyalty and growth. By prioritising new aftermarket services for recurring revenue and enhancing the profitability of traditional service models, manufacturers can ensure sustained success. Streamlined operations not only improve customer satisfaction but also enable manufacturers to adapt quickly to market changes, securing a competitive edge. 
 
 Our industry experts will share on: 

 - The state of manufacturing customer operations 

- 4 steps to transform the customer experience 

- How ServiceNow is helping manufacturers 

Don't miss this opportunity to learn from industry experts and take your processes to the next level.

How manufacturers can streamline customer operations to unlock growth

ServiceNow’s Field Service Management will help you connect your process, schedule efficiently and keep you teams aligned with ServiceNow’s Field Management.  With everything visible through the NOW platform, you can manage the whole experience for customer, field workers and your back office in one place.

ServiceNow Field Service Management

You’re feeling immense pressure from the business to improve customer experiences with the latest technology. Join two industry experts, Segra's Chief Information Officer, Rose Chambers, and ServiceNow’s Chief Innovation Officer, Dave Wright at an insightful webinar, Ignite Your Customer Experience Transformation.

In this session, Rose and Dave will share their perspectives and strategies on how to gain an advantage through customer-focused innovative technologies and processes. During this conversation, they will highlight how to:

- Leverage digital workflows to deliver seamless customer interactions
- Implement emerging technologies like AI and machine learning
- Foster a customer-centric culture

After this discussion, Rose and Dave will reflect on ideas for harnessing AI to drive human-centric engagements. Hear how your peers are standing out in today’s competitive landscape.

Speakers:
Rose Chambers, Chief Information Officer, Segra
Dave Wright, Chief Innovation Officer, ServiceNow

Improve customer experience with the latest technology

In an age where customer service excellence holds greater significance than ever before, the agent experience continues to evolve at an unprecedented pace. Join us for an illuminating webinar as we dive into the interdependencies between agents, automation, and AI in shaping the future of customer service.

Discover firsthand insights on how customer service leaders and their teams:
- Leverage cutting-edge technologies to streamline workflows
- Provide personalized interactions with contextual guidance
- Drive productivity and allocate resources efficiently

Learn how your customer service team can solve issues quickly and accurately with automated processes. Reserve your seat today.

Speakers: 
Nicky Brock, Senior Director, Enterprise Applications |Kore Wireless, 
Neil Kostecki, Director, Outbound Product Mangement, CS&O |ServiceNow

Optimize Agent Performance through AI-driven Automation

Watch our transformative webinar that goes beyond the basics of field service management. Increasing efficiency with Xerox: Fireside chat on CX trends and the future of field service is your opportunity to learn directly from experts the full potential of ServiceNow Field Service Management (FSM) to enhance your field service experience. This webinar will provide actionable insights to improve field service support, reduce operational costs, and increase efficiency—all while delivering a better customer experience. Get ready to explore how Xerox is thinking about Generative AI, augmented reality, and additional features to apply these insights to your business. 

In this webinar, you will learn how customers are: 

· Enhancing resource allocation with ServiceNow FSM 

· Reducing response times and increase customer satisfaction 

· Minimizing costs through optimized field operations 

This session is a must-attend for field service managers and executives looking to make a tangible impact on their bottom line through smarter, more efficient practices. 

Speakers: 

John Perry, Vice President, XDX Service Delivery, Xerox 

Jordan Waechter, Product Marketing, Field Service Management, ServiceNow

Increasing efficiency with Xerox: Fireside chat

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

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

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

Elevate your Customer Experiences with ServiceNow

Are you ready to transform your customer service operations? Watch this webinar to discover how integrating Customer Service Management (CSM) and Contact Center as a Service (CCaaS) technologies can reshape your operations by empowering front-office agents and optimizing back-office processes. 

In this session, we’ll explore: 

Frictionless self-service experiences: Learn how to implement seamless self-service options that enhance customer satisfaction and reduce operational strain. 

Empowering agents with intelligence tools: Equip your agents with real-time intelligence and access to comprehensive customer data and support resources, enabling them to deliver faster resolutions and consistent service across all channels. 

Streamlining back-office operations: Discover how integrating CSM and CCaaS can synchronize front-and back-office operations, ensuring seamless efficiency from the contact center to on-site teams. 

Managing complex customer service journeys: Understand how robust workflows and intelligence tools maintain visibility and connectivity across various touchpoints, delivering a smooth and responsive customer experience. 

If you’re looking to boost efficiency, deliver faster resolutions, and create a more connected and responsive customer service organization, this webinar is for you.

Customer Service Management (CSM) for Contact Centers

Contact Center

Customer Experience

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

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

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

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.

The sales community on BrightTALK brings together thousands of engaged sales professionals. Learn about careers in IT sales and marketing, sales techniques and selling strategies. Join the discussion by participating in on-demand and live sales webinars and summits with leaders in the sales industry.

Sales

Get powerful human resource management insights for your business. Connect with experts and colleagues to get the most up-to-date knowledge on which HR practices and strategies have been shown to be effective in retaining and growing talent.

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.

Customer Service Management (CSM) for Contact Centers

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About this talk

ServiceNow EMEA