How Starbucks used ServiceNow to serve customers with more empathy

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Presented by

Jon Mittmann

About this talk

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.
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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™