Name: From Reactive to Proactive: Empower Customers, Agents and Field Personnel
Start: 2023-09-05T08:01:00Z
End: 2023-09-05T08:01:20.000Z
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™

Hear how ServiceNow helped Starbucks to reduce what was once a 40-minute job with a simplified process to free up agents' time to help more customers on their chosen channels, resulting in agent productivity increasing by 14% and attrition reduced by 9%. We also look forward to the future of CX and the impact Gen AI may have on customer service.

How Starbucks used ServiceNow to serve customers with more empathy

See how service providers and telcos innovate by using automation to reduce disruption, increase revenue streams and enhance the overall customer experience. Find out how BT, Radius and NTT Docomo leveraged automation to achieve cost savings, reduce response time and optimise resources and in turn, deliver exceptional service to the customers.

Innovating with Automation for Service Providers and Telcos

Gain insights into how generative AI is changing the game in field services by enhancing operations and communications, automating reports, and more. Hear from ServiceNow’s field service expert Simon Beavis and global technology solutions company, Cyient at InnovateCX.

How Gen AI Can Transform Field Operations

CX transformation can be challenging - budgets may shift to other business areas such as operational efficiency, or there may be limited support from senior leaders. Hear from IDC and ServiceNow on how business and IT leaders can see positive ROI from technology investments, turn customer-centric visions into reality, and help customer support teams succeed.

Fireside Chat with IDC - Thriving in the Experience Economy

In a survey, 81% of C-suite revealed that environmental, social, and governance (ESG) assessment and management is a top responsibility at their organization. ITAM teams have a unique opportunity to achieve this goal by implementing more sustainable approaches to how assets are used and managed.

Attend this session, Drive ESG outcomes with ITAM, as we define ESG and share how you can:
• Optimize consumption, reduce e-waste, and properly dispose of your assets
• Mobilize your ESG strategy in areas of privacy, responsible sourcing, e-waste management, and workplace safety
• Gain measurable outcomes by using a single system of record and action—driving your ESG initiatives to optimize processes, creating long-term value and impact

Drive ESG outcomes with ITAM

Gain a greater understanding of how your asset data and workflows can benefit more people and teams in IT and beyond. Asset management should always save you money and make your processes better, but what if you want to go beyond these table stakes benefits? These ITAM advantages only happen when your data is integrated, and processes work together. See what asset data organizations are leveraging and sharing across their IT teams and what it would take for you to empower more of your organization.

Key takeaways:
• Assess and build the foundation for a wholistic management of all your assets
• Understand the five key people and teams you can help and influence
• Follow the asset journey where many teams and people interact with technology assets
• Know what the next steps are to level up your asset management

Leveling up with your asset data – making friends and influencing teams

If you’re considering a cloud migration strategy for your company, you’re not alone. We recognize that cloud adoption is an ongoing process, but because the market has reached full maturity, there are more providers, migration paths, and configuration options than ever before to consider. 

So, how do you get started?

Tune into this session Cloud migrations 101: Plan, scale and operate the cloud to discover essential cloud migration steps to get started, and a cloud-agnostic approach that enables your teams to provide and monitor secure, compliant cloud resources at reduced cost and risk. Also up for discussion are:
• The basic components of cloud migrations
• How our Now Platform automates on-prem and cloud workflows onto a single thread
• Best practices for operating in the cloud with optimal visibility
• And much more

Cloud Migration 101: The Essential Components for Getting Started

You know that adage, “do more with less”? We’d rather turn that on its head and instead empower you to do more with more of your assets. However, this often requires automating the asset lifecycle to reduce spend, improve experiences, minimize risks, and make your work more productive and meaningful. But what kind of asset lifecycles can — and should — you automate? 

German Bertot, VP and General Manager of ServiceNow’s Asset Management business unit, will give his insights into the asset lifecycle automation industry and the common pitfalls customers are encountering. 

Watch now to hear Bertot explain how to:
• Automate lifecycles for more of your assets
• Use your asset data and workflows to do more across your organization
• Build business and strategic value around your assets & asset management team

The Boons (and Pitfalls) of Automated Asset Lifecycle Management

Continuing from yesterday’s session in this 2-part series, we’ll have a conversation about what ITAM will look like in 5-7 years, the future of cloud technologies, who you’ll need to align with for success, and the steps you can take to prepare yourself and your organization.

The future of asset management is in your hands. Will it be an easy or difficult transition? Today, we’ll explore ways in which you can prepare for the future – cloud management, working with executive teams, raising your profile, and continuing to elevate the strategic importance of ITAM.

Topics we’ll explore include:
• What ITAM looks like in 5-7 years
• How clouds will continue to impact organizations
• What expertise and departments you should align with now for future success
• How to raise your profile with more business savvy presentations
• Key KPIs to start tracking now

ITAM’s past, present, future | Part 2—How to define your role in ITAM’s future

In this 2-part series, we’ll explore the past, present, and future of ITAM. In this first session, we’ll explore compliance, cost, risk, security, and how asset management makes a difference for each. We’ll look at ITAM’s past to understand how we’ve reached the present and consider how businesses are changing. Across organizations, ITAM can be a driving force in many areas but understanding where you are and where you’re going is key. We’ll also consider how to build and maintain the skills and relationships that will help us address the ongoing move to the cloud and hybrid working.

A few conversations you’ll want to be a part of include:
• Compliance – is it getting easier?
• How does automation and machine learning help?
• What steps will help you strengthen security and avert risk?
• Three things that will help you move to the cloud
• Actions you can take to keep at the top of your ITAM game

Join us for tomorrow’s session where we’ll have a conversation about what ITAM will look like in 5-7 years, the future of cloud technologies, who you’ll need to align with for success, and the steps you can take to prepare yourself and your organization.

ITAM’s past, present, future | Part 1—Is it all about spend, compliance, & risk?

Everyone is being subjected to massive change, whether it’s the variety, level, or pace of change – or all three. How we transform our digital operations will determine how well we adapt, survive, and even thrive during these challenging times of economic uncertainty and dynamically evolving markets. 

In this keynote session, Juliana Beauvais, Director of Asset Management Product and Solution Marketing at ServiceNow, will take you through three indispensable areas where you can transform digital operations—and how to put your digital operations plan into action.

Join the discussion to learn how to:
• Navigate the variety, level, and pace of change in digital operations 
• Transform digital operations with faster service operations and integrated ITAM
• And build on asset management to further reduce costs and risks.

3 Ways to Evolve Digital Operations & Navigate Market Uncertainty

Provide your customers with tailored, seamless experiences while future-proofing your CX against economic challenges. Watch this fireside chat with IDC to learn more

Maximising Customer Impact While Reducing Costs (Featuring IDC)

See how you can streamline operations and drive business success with AI-driven optimisation, finetune processes to meet business KPIs and drive continuous process excellence

Enhance Service Delivery While Reducing Costs

Retrenchment. Cost-cutting. These are common enterprise reactions to economic uncertainty. But they do not offer a competitive edge when the recovery comes. If that’s something you’d like to achieve, join our webinar: Three low-code ways to navigate cost and risk in economic uncertainty. Instead of using manual processes or legacy systems to complete tasks in weeks or months, automating those processes on digital workflows can result in better outcomes in days, if not hours. Our speakers will discuss:

• Driving efficiency to accelerate enterprise service delivery
• Enhancing individual worker productivity through automated processes and digitized workflows 
• Creating a culture of innovation to empower creativity at all organizational levels

Three low-code ways to navigate cost and risk in economic uncertainty

There’s a lot to be said for tightly controlled software ecosystems. Not least being simplified governance. But what role does governance play with low-code? How do you maintain IT and cybersecurity standards when citizen developers are building their own apps? To find out, watch our webinar: Low-code Governance: Empower citizen developers to accelerate productivity. You’ll learn: 

• How to prevent application sprawl 
• Who maintains and supports citizen developed apps 
• How to keep your development team from becoming overwhelmed 

Help enable a new generation of developers—citizen developers—boost business productivity.

Low-code Governance: Empower citizen developers to accelerate productivity

For healthcare providers today, reacting quickly to industry challenges, whether expected or unprecedented, is critically important. Can you be agile and innovative with less than optimum staffing? Can you please users in the moments that matter, and transition from creation to deployment almost instantly? For answers to these questions, we invite you to attend our January webinar: Half the Time and a Third of the Cost: Building Healthcare Applications with a Low Code Platform.

Building Healthcare Applications with a Low Code Platform

ServiceNow customers Alliant Insurance and Bio-Techne Corporation share how they realize business outcomes using Strategic Portfolio Management (SPM).  Also, our Product Management leaders will discuss SPM product vision and best practices to help you be successful in your digital transformation journey.

Learn how customers drive strategic outcomes with ServiceNow

Watch how IT company Xerox worked with ServiceNow and CareAR to change the field service paradigm by embracing innovation to transform service delivery for customers

From Reactive to Proactive: Empower Customers, Agents and Field Personnel

Customer Experience

Customer service

Customer Engagement

Customer Care

Service Delivery

Service Catalog

Call Center

Contact Center

Customer Loyalty

Customer Success

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IT Service Management

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Cloud Computing

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IT Security

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IT Governance, Risk and Compliance

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Business Continuity / Disaster Recovery

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IT Project Management

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Network Infrastructure

Get powerful end user computing insights from influential EUC experts. Connect with thought leaders and colleagues to get the most up-to-date knowledge on effective approaches to get non-programmers to create working applications.

End User Computing

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Operations

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Procurement and Sourcing

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.

From Reactive to Proactive: Empower Customers, Agents and Field Personnel

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