Name: The role of customer operations in Financial Services
Start: 2022-02-22T16:00:00Z
End: 2022-02-22T16:01:01.000Z
Location: BrightTALK
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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. 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.  

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Speakers:
Steven Jefferson, senior advisory solution consultant, ServiceNow
Robert Ninness, platform outbound product manager, App Engine, ServiceNow

Become the automation hero with GenAI and low-code

For 13 consecutive years, U.S. News & World Report has ranked UW Health as Wisconsin’s number one hospital. This integrated health system of the University of Wisconsin-Madison uses ServiceNow’s Service Operations Workspace to help 1,800 doctors and 24,000 employees deliver quality care faster to 950,000 patients annually.

Join us for a valuable, service-oriented webinar, Faster incident resolution with AI-powered Service Operations Workspace. You’ll see how UW Health implemented Service Operations Workspace into its IT services and operations, boosting agent productivity, resolving incidents faster, and transforming its service desk.

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- Reduce time to service by 95%
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Hosted by:
Gina Kelliher, IS service desk manager, UW Health
Digant Patel, outbound product manager, ServiceNow
Jay Perry, product marketing manager, ITSM, ServiceNow

Faster incident resolution with AI-powered Service Operations Workspace

Don't miss 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:

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Karl Klaessig, director of product marketing, security operations, ServiceNow
Tim Boswell, senior principal outbound product manager, ServiceNow

Learn how AI optimizes security operations and response

Join us for an exclusive webinar on How to achieve business transformation with GenAI using Strategic Portfolio Management. We’ll share practical strategies and actionable insights to optimize and accelerate AI projects across your enterprise. Learn from industry experts how you can:

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Speakers:
Jim Tisch, product marketing director, ServiceNow
Doug Page, director, outbound product management, ServiceNow
James Ramsay, product management director, ServiceNow
Laxman Rajagopal, director, product and value management, ServiceNow
Alice Saiki, director, portfolio management, digital technologies, ServiceNow

How to achieve business transformation with GenAI using Strategic Portfolio Management

In today’s rapidly evolving tech landscape, preparing for and managing the risks associated with AI is crucial. Join our webinar, Effective AI tech asset management and risk mitigation, where ServiceNow experts will discuss essential strategies for applying AI within the context of asset management to prepare for AI efficiencies and the risks when managing technology assets.

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- Knowledge of how to prepare for AI
- Risk management processes for technology assets
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Speakers:
Faith Chia, product marketing associate, ServiceNow
Teresa Law, product marketing director, ServiceNow
Poonam Kripalani, sr. director, DT asset & supplier business management, ServiceNow
Angie Redfern, director, enterprise risk and issue management, ServiceNow

Effective AI tech asset management and risk mitigation

RPA was touted as the best technology to reduce costs, which resulted in widespread adoption. However, RPA bots ended up being overused, leading to bot sprawl and cost over-runs. Now, the Automation CoE mission has evolved from cost-cutting with RPA to boosting the top and bottom lines through business transformation. This new mission requires a new, more powerful platform with one AI experience layer and workflow orchestration, and all other hyperautomation capabilities - low-code, API integration, RPA, process and task mining, and more.

In the next 12 months, the strategic platform you choose for AI + automation will be the difference between winning and losing.

Join us for this webinar, Consolidate legacy RPA on the AI Platform for business transformation, where our speakers will cover how to gain the advantages of moving your RPA to the same platform that your organization already trusts for core IT automation - so you can:

- Accelerate business transformation to most effectively deliver on your new mission
Reduce RPA cost
- Use the right toolset for the automation use case at hand
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- Accelerate RPA Hub and Automation Center go-live with the no-cost enablement service from our Product Success team, who will provide an overview and customer experiences / examples

Reserve your place now!

Speakers:
Martin Barclay, director of product marketing – automation engine, ServiceNow
James Turville, enterprise applications manager, Century Communities
Eduardo Robalino, ServiceNow administrator, Century Communities
Aditya Deore, senior staff product success manager, RPA

Consolidate legacy RPA on the AI Platform for business transformation

Join us to unlock the full potential of GenAI using ServiceNow’s CMDB context. In “The best IT GenAI outcomes need context. Your CMDB is a start,” you’ll learn how curated data and service context drive powerful GenAI outcomes without the need for vast data sets. We’ll take you through ServiceNow’s cutting-edge strategies and new features, demonstrating why partnering with us is essential for optimizing GenAI initiatives.

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Speakers:
Mark Bodman, outbound product manager, data foundations, ServiceNow
Victoria Lo, outbound product manager, ITOM AIOps, ServiceNow

The best IT GenAI outcomes need context. Your CMDB is a start

Third parties are critical to most organizations, but they also add risk to an already complex risk environment. Today, businesses need to extend beyond mitigating the financial and security risks associated with third parties and consider the potential impact from partner organizations to their ESG policy and other initiatives critical to their brand reputation. When it comes to managing risk, there’s no such thing as ‘most critical’ vendors—a single third party can cause irreparable damage.

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- Understand the 6 key components for effective and efficient risk management.
- Discover how this process can be applied across all third parties, even when managed across different departments and how to synchronize your risk management process with internal controls.
- Learn more about developing a third-party risk management framework directly from a ServiceNow customer.
- The right tools and processes are core components for a robust risk management program—helping to ensure your third parties increase your business continuity and safeguard your business against market challenges.

Speakers:
Troy Dunham, sr. director of IT Applications Legal & GRC, ServiceNow
Doug Shover, third party risk management at ServiceNow

6 key components to safeguard your organization from third-party risk

HR leaders play a pivotal role in harnessing the power of artificial intelligence to optimize talent and drive productivity. Sign up for 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 the third session of our Executive Exchange series, you’ll learn:

- How GenAI can free up employee time while lowering costs
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Don't miss this opportunity to gain valuable insights and learn how you can utilize AI to supercharge your business.

Speakers:
Kelley Steven-Waiss, Chief Transformation Officer, ServiceNow
Dave Wright, Chief Innovation Officer, ServiceNow

HR leadership in the GenAI era: optimizing for employee productivity

As your IT budgets tighten and the pool of IT talent shrinks, it’s becoming more difficult than ever to keep up with the demands of the business.

ServiceNow, the AI Platform for Business Transformation, offers a solution. Using Now Assist-powered low code you can create business solutions that deliver results fast. To learn how, attend our upcoming webinar, GenAI and low code: Build quicker, implement faster, and maintain workflows with less resources.

You’ll discover how ServiceNow’s Now Assist can help you write quality scripts, generate playbooks, update service catalogs, and develop apps faster by combining new low code capabilities with Generative AI. Our speakers will explore:

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Speakers:
Robert Ninness, Platform Outbound Product Manager, App Engine, ServiceNow
Tom Freeman, Director Platform Outbound Product Manager, App Engine, ServiceNow

GenAI and low code: Build quicker, implement faster, and maintain workflows with less resources

Join us for Accenture’s journey from IT ticketing to AI-powered technology excellence, a webinar to explore Accenture’s transformation of its IT organization from traditional ticketing systems to AI-powered technology excellence. Our experts will share valuable insights and best practices for harnessing AI to optimize your own IT services and operations.

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Speakers:
Crys Marshall, principal success architect, ServiceNow
Bryan Locke, technology architecture senior manager, Accenture

Accenture’s journey from IT ticketing to AI-powered technology excellence

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. In this era where anyone can create an app, learn how to leverage ServiceNow no-code tools and enable business process experts to create innovative apps faster—without the barriers of traditional low-code development.

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Agenda:
- 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
- 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

Speakers:
Tom Freeman, Director, Outbound Product Management, App Engine, ServiceNow
Kiernan McMorrow, Principal Outbound Product Manager, Platform Foundations, ServiceNow

Ignite innovation with no-code app development

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:

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- Crafting a roadmap with security in mind
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Speakers:
Allan Sabol, senior director product management, ServiceNow
Kim Thomson, senior product marketing manager, ServiceNow

Building Responsible GenAI Strategies for HR

Join our insightful webinar, Successful transformation: managing change with ServiceNow SPM, to dive deep into the challenges and strategies of managing transformation in large enterprises. This session features experts from ING who have firsthand experience in setting up successful transformation offices. Learn how to leverage ServiceNow's Strategic Portfolio Management to drive effective change and overcome the typical hurdles faced by large organizations.

Understand ING’s approach to change and transformation
Discover how to apply these strategies in your context
Hear directly from leaders who manage transformation at scale
Don’t miss this opportunity to enhance your strategic change initiatives. Register Now.

Speakers:
Jon Lim, product marketing manager, ServiceNow
Sankhadeep Dhar, advisory solution consultant, ServiceNow
Peter Dijkstra, Change and Transformation Office, ING

Successful transformation: managing change with ServiceNow SPM

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Speakers:
Andy Ojha, senior principal business process consultant, ServiceNow
Jon Williams, senior product marketing manager, security operations, ServiceNow

Streamline response to DLP incidents across your enterprise

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Speakers:
Usman Sindhu, product marketing director, ServiceNow
Madhuri Manikonda, senior director, network sys/infrastructure management, ServiceNow
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Jason Smith, director, outbound product management, ServiceNow

AIOps unlocked: Strategies for success

Join our exclusive webinar, 3 steps to simplify cloud transformation and innovate in a multi-cloud world, to explore how ServiceNow can guide your organization through an efficient and streamlined cloud transformation. Our experts, Heather Archambault, Max Aronin, and Theo Simmons, will share insights into planning, scaling, and operating cloud services with resilience. Learn how to leverage ServiceNow's unified cloud solutions to remove operational roadblocks and accelerate innovation with full cost transparency and compliance standards.

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Speakers:
Heather Archambault, director of product marketing, ServiceNow
Max Aronin, head of cloud solutions, ServiceNow
Theo Simmons, go-to-market Tx workflow leader, ServiceNow

3 steps to simplify cloud transformation and innovate in a multi-cloud world

Efficiency and cost reduction are vital to success, but taken to their extreme, they can interfere with the No. 1 priority for business - keeping your customers happy. According to a new research by Aberdeen Strategy & Research, manufacturing business leaders report customer satisfaction as their number one objective. But, how do you deliver frictionless customer service (CX) while dealing with changes to long-established supply chain, drastic & unpredictable changes in buyer demand - along with growing adoption of automation and AI.


Join this webinar to learn:

- Top CX strategies driving manufacturing
- The role of frictionless CX on key results
- How companies use AI & automation to improve CX
- Building blocks for best-in-class CX
- CX success stories

Omar Minkara | VP & Principal Analyst - Contact Center & Customer Experience Management | Aberdeen Strategy & Research
 Jalaja Repalle | Senior Director - Manufacturing Product Management | ServiceNow

The customer is still king! Improving service to maximize revenue, reduce costs, boost loyalty!

Financial services firms are facing a changing set of customer service demands. It's hard to keep up with this pace of change, and to deliver service with speed, in a way that builds brand loyalty. What are the first steps toward creating flawless, cost-effective service execution?

Industry experts discuss key findings from Aberdeen’s recent survey of 218 financial firms and hear real world examples of how firms are driving their CX objectives within strict regulatory requirements while augmenting their customer operations activities for success.

You’ll gain insight into:

- What high priority items are financial services firms focused on within Customer Operations?
- To what extent can improvements in Customer Operations drive overall business performance?
- What are the key activities and technology enablers being considered?

Speakers Omer Minkara, Vice President & Principal Analyst with Aberdeen, and Tammi Shapiro, Head of Product, Financial Services at ServiceNow, discuss the building blocks needed as financial firms strive to maximize client value.

The role of customer operations in Financial Services

Aberdeen

American Banker

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customer operations

Customer Service

Financial Services

Financial Services Marketing

ITSM

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Information Technology

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Talent Management

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Join this new, vibrant community to learn and connect with top thought leaders, startups and banks who are disrupting the financial services industry. Keep up with the latest news and trends in Fintech and take part in lively debates on topical issues and challenges.

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Distribution and Logistics

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Operations

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The role of customer operations in Financial Services

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