Name: Question Time: GenAI for Customer Experience
Start: 2024-06-18T14:56:00Z
End: 2024-06-18T14:56:02.000Z
Location: BrightTALK
Rating: 0

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.  

The ServiceNow Platform brings intelligence into every corner of your business, which means every person, every system, every process—everything—works better.


Today, your IT team not only owns your core company technology, but must support all technology across all business units. And the CEO is looking to the CIO to drive better business outcomes.

However, technology teams have been burdened by debt from sub-par user experiences, difficulty cutting costs and waste, and silos that restrict collaboration and innovation.

That’s why you should join us for Three keys to unlock better experiences, savings, and IT innovation. At this webinar, you’ll hear how successful teams are combining ServiceNow automation and generative AI to :
- Improve service operations
- Optimize spend and reduce waste
- Deliver strategic technology initiatives

Help your technology teams think holistically to address today’s most pressing challenges. Sign up for this webinar today!

Speakers:
Debbra McGrath, principal product marketing engineer, ServiceNow
Richard Hawes, director product marketing, digital employee experience, ServiceNow
Eric Ledyard, roadmapper and thought leader, RapDev

Three keys to unlock better experiences, savings, and IT innovation

AI and other emerging tech will have a profound impact on world job markets in the years ahead.  

Join this webinar to hear ServiceNow’s Heather Jerrehian, VP of product management for employee workflows, Sarah Tilley, SVP of talent acquisition and development, and Laura LeBleu, senior marketing communications manager of thought leadership, discuss findings from the Impact AI: 2024 Workforce Skills Forecast report, a collaboration between ServiceNow and research partner Pearson.  

Rather than being a job killer, the report finds that new technologies will allow the upskilling and reskilling of workers with transferable skills to lucrative future tech jobs. By automating some tasks and augmenting others, human workers will be able to spend more time doing work that is uniquely suited to people, while automating or augmenting work that computers can do better. 

- Tech will free up worker capacity to upskill and work on tasks requiring human skills such as critical thinking, interpersonal communication, and creativity. 
- Although some jobs will be lost, they will be made up by new tech-focused jobs staffed by people who make the transition to new tech-focused careers. 
- Existing tech jobs will only increase demand for those with tech skills in the new economy. 
- Opportunities exist for those who have not traditionally been considered or had skills for tech jobs to join the industry.

Workforce Skills Forecast: How AI is reshaping the workforce of the future

In IT, the drive to achieve more with fewer resources is a constant challenge. This webinar, Do more with less - How AI automation and generative AI maximizes your IT productivity shows how AI Automation and Generative AI help you meet this challenge. AI technologies are not just about automating routine tasks; they’re about reshaping the way IT operates, predicting and preemptively handling IT incidents, and freeing up teams to focus on strategic initiatives.

This session will provide practical insights into leveraging AI within ServiceNow ITSM to enhance IT productivity and enable a more forward-thinking, efficient IT operation within your organization. Key learnings include:

- Harnessing AI for automating routine IT operations
- Predictive AI techniques for a proactive approach in IT incident management
- Empowering IT teams to focus on strategic, business-impacting initiatives
- Join us to unlock the potential of AI in your IT operations for a smarter, more efficient future.

Speaker:
Charlie Steiner, sr product marketing specialist, IT service management (ITSM)

Do more with less - How AI automation and  GenAI maximizes your IT productivity

How do you reduce costs and minimize risks? At ServiceNow, we have the answer: a tailored maturity model that offers a single platform for planning and managing assets and business application portfolios—so you gain savings and peace of mind.

Join our upcoming webinar, The 3 phases to optimize tech spend, mitigate risk, and unify your teams around asset lifecycles. Our speakers will give you a demo of this ServiceNow single-platform solution, and will reveal best practices to help your organization:

Make decisions faster, and gain scalable results for business growth
Align teams for improved collaboration
Reduce costs and risks at scale
Start a journey that brings your teams together to optimize tech spending and mitigate risk. Sign up for this webinar today.

Speakers:
Adam Smith-Cairns, sr. product & solution marketing, ServiceNow
Newsha Sharif, sr. solution marketing manager, ServiceNow

The 3 phases to optimize tech spend, mitigate risk, and unify your teams

For years, ServiceNow has been investing in AI and Gen AI 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, Beyond the hype: AI and Gen AI from ServiceNow, discover how ServiceNow can help your organization 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 organization’s productivity—attend this webinar.

Speakers:
RJ Jainendra, vice president and general manager, ITSM, ServiceNow
Paul van Nistelrooij, director, outbound product management, ServiceNow
Aaron Zuber, global area vice president, ServiceNow

Beyond the hype: AI and Gen AI from ServiceNow

Sometimes you have to see it to believe it. That was the case for Tom Freeman, a self-proclaimed generative AI skeptic and director of technical marketing here at ServiceNow. Tom sits down to answer questions about how genAI will impact developing on the Now Platform, the value of our large language model, and what’s coming next in this space.

Question Time: GenAI for Developing on the Now Platform

The consensus is in: Generative AI is a game-changer. Rajeev Sethi, VP of digital technology and emerging technologies at ServiceNow, discusses how genAI can improve KPIs across the business from employee satisfaction to mean time to resolution (MTTR). Now, we turn the question to you — what are some ways your workplace is using generative AI?

Question Time: GenAI for IT

AI isn’t new to ServiceNow — we’ve been innovating in the space for nearly a decade. ServiceNow’s Chief Transformation Officer Kelley Steven-Waiss shares how generative AI will help employees focus on the work that matters most, get the right insights, and take the right actions. Watch until the end for her personal favorite way to use Now Assist. Now it's your turn in the hot seat — Have you discovered any innovative uses of AI at work?

Question Time: GenAI and the Future of Work

In most companies, the task of creating new apps belongs to the IT team — often the busiest in the organization. But low-code development allows innovators across the enterprise to turn their specific knowledge into smart, low-risk digital solutions. Learn more about the best practices of top citizen development programs when you join our webinar: Low-code best practices: How to scale citizen development with less risk. Our Product Success Managers will discuss:

- Streamlining low-code DevOps with a repeatable, standards-based approach
- Empowering developers of all skill levels while maintaining oversight
- Ensuring application quality and safety with technical development guardrails
- ServiceNow’s App Engine helps you empower your citizen developers and democratize app development without increasing risk.

Reserve your seat today!

Speakers:
Paige Duffey, Principal Product Success Manager - Creator Workflows, ServiceNow
Dale Dunkerley, Principal Product Success Manager - Creator Workflows, ServiceNow

Low-code best practices: How to scale citizen development with less risk

Congratulations. Welcome and let’s celebrate the future of Artificial Intelligence (AI). We’re thrilled to be living, learning and competing in the age of AI. We’ve discovered that AI realizes its true power when paired with human intelligence. To find out more, attend our webinar: Putting People First: How Humans + AI Elevate CX.

We’ll discuss how our AI features are transforming customer experience for customers and agents. Highlights will include:

Taking advantage of real-world use cases and best practices
Leveraging AI to access solutions without extensive search
Empowering agents with AI-generated case summarization
With AI on the Now platform, agents become more productive, and customers become more satisfied. Reserve your seat today!

Speakers:
Ajda LaPrad, director of product marketing, customer workflows, ServiceNow
Izzy Sanchez, director of service and support systems, Konica Minolta USA

Putting People First: How Humans + AI Elevate CX

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.

The future is now: How GenAI, low-code and automation will shape 2024 and beyond

Professionals in IT asset management face growing demands to increase value throughout the enterprise and substantiate the business outcomes of their initiatives and offerings. In this information-rich webinar we’ll share key findings from ServiceNow’s annual survey of IT asset management professionals worldwide. You’ll hear about emerging and near-future trends and challenges—and how to overcome them. You’ll leave this webinar knowing: 

- Steps to eradicate inefficiencies resulting from fragmented tools, teams, and information.  
- How a single-platform approach to ITAM helps and increase business value 
- Steps for and benefits of elevating your organization’s IT asset management maturity 

We’ll also look at strategic ways to align your IT asset management program with C-level business objectives. Learn why modern business demands modern ITAM.

Modern business demands modern ITAM

As tech companies vie for competitive advantage in a rapidly evolving marketplace, they often struggle to scale support operations for a growing customer base while delivering an exceptional service experience. Join Brian Solis and Rohit Batra, General Manager of Telecom, Media & Tech Industry, and friends Per Edin, AI Leader at KPMG and Adam Cheyer, AI Pioneer, Creator of Apple’s Siri and Samsung’s Bixby AI Assistants, Founder of 5 Successful Start-ups, VP of AI Experience at Airbnb, Award-Winning Magician to listen in as they discuss how AI is changing the competitive landscape in tech.

Disclaimer: Some or all of the services described herein may not be permissible for KPMG audit clients and their affiliates or related entities.

Deliver Better Employee and Customer Experiences in the Tech Industry with AI

Banking customers expect seamless customer service, including faster – and often real-time – responses to their requests, and more targeted and empathetic interactions. But siloed departments and legacy systems make it nearly impossible for financial institutions to deliver efficient integrated, automated, anytime-anywhere service for customers and employees. Join Brian Solis and Tammi Shapiro, Head of Product for the Financial Services Industry at ServiceNow, and friends Keri Smith, Managing Director, AI & Digital Entrepreneur, Thought Leader & Artist, at Accenture and Jim Marous, Top 5 Retail Banking Influencer, Podcast Host and Co-Publisher at the Financial Brand to listen in as they explore practical generative AI use cases for driving productivity and growth at financial institutions

Deliver Transparent, Compliant, Customer-Centric Experiences in Banking with AI

The modern manufacturer must constantly innovate to compete in a changing climate. Smart manufacturing, the Internet of Things (IoT), and other Industry 4.0 trends are introducing new possibilities, triggering a race to gain a competitive advantage through innovation and efficiency. Join Brian Solis and Sebastiaan Lauriijsse, Global Head of High Tech Industry and friends Lindsey Berckman, Principal at Deloitte and John Carrier, Senior Lecturer of System Dynamics at MIT Sloan School of Management to listen in as they dig into the tangible business impact of AI in manufacturing.

Be the Future-ready Manufacturer with AI

With more pressure to deliver high quality care, with fewer dollars, for more people, Healthcare providers are looking for ways to leverage AI to improve all aspects of their services. Join industry leaders as they explore the potential and practicalities of automation in healthcare, powered by AI. The session will feature Brian Solis, Head of Global Innovation, ServiceNow; Mike Luessi, General Manager of Healthcare and Life Sciences at ServiceNow; Kaveh Safavi, Senior Managing Director, Consulting Global Health at Accenture; and Tom Davenport, Author and Distinguished Professor of IT and Management at Babson College

Improve Employee and Patient Experience through an AI-first Approach

Today's enterprise leaders need to move fast and adapt to constantly changing market conditions. But accelerating work processes and delivering better experiences for customers and employees is even more challenging when legacy systems and applications aren't up to the task. Replacing and sometimes even upgrading legacy technologies can create more cost and risk. But there's a better way.

Join ServiceNow for a discussion of how ServiceNow App Engine can revitalize your legacy application landscape through the combination of low-code tools, hyperautomation, and AI capabilities. You’ll see how you can transform your legacy applications to:

· Open up data access to more people, more applications, and more processes

· Scale up app delivery and improve user experiences

· Reduce operational costs and the risk of technical debt

You’ll also hear inspiring use cases outlining how real-world ServiceNow customers consolidated and centralized their legacy applications using low-code tools. They were able to drive new value by reimagining their legacy application assets.

Modernize your legacy application landscape with ServiceNow

Question Time | ServiceNow Experts on GenAI

Yes, generative AI is a BIG deal. Brian Solis, head of global innovation at ServiceNow, shares how every organization is going to have to reimagine their business for an AI-first world. Plus, get some practical examples of how AI can improve the customer experience (like giving people what they want before they even know they want it!). Take Brian’s advice and allow your curiosity to run wild — reply in the comments with creative ways you plan to use #GenAI.

Question Time: GenAI for Customer Experience

Gen AI

GenAI

Generative AI

AIOps

Customer Experience

ServiceNow

Welcome to the mobile computing community on BrightTALK! With the consumerization of IT and the widespread adoption of mobile devices across the globe, mobile computing has become an important part of many people's lives in a culture of bring your own device (BYOD). With mobile devices doubling as work phones and more employees working from home, businesses need to provide secure access to data and work applications from anywhere at any time. Join this growing community and hear from industry thought leaders in webinars and videos as they share their insight on mobile computing research and trends.

Mobile Computing

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

The IT security community on BrightTALK is composed of more than 200,000 IT security professionals trading relevant information on software assurance, network security and mobile security. Join the conversation by watching on-demand and live information security webinars and asking questions of experts and industry leaders.

IT Security

Increasing expectations for good governance, effective risk management and complex demands for corporate compliance are presenting a growing challenge for organizations of all sizes. Join industry thought leaders as they provide you with practical advice on how to implement successful risk and compliance management strategies across your organization. Browse risk management resources in the form of interactive webinars and videos and ask questions of expert GRC professionals.

IT Governance, Risk and Compliance

The application development community features top thought leadership focusing on optimal practices in software development, SDLC methodology, mobile app development and application development platforms and tools. Join top software engineers and coders as they cover emerging trends in everything from enterprise app development to developing for mobile platforms such as Android and iOS.

Application Development

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

The IT project management community on BrightTALK includes thousands of IT project and portfolio management professionals. Find relevant webinars and videos on agile methodologies, scrum strategy, project management processes and more. Attend live webinars or view on demand content presented by recognized thought leaders in the IT project management industry.

IT Project Management

Get powerful help desk and support insights from influential experts. Connect with thought leaders and colleagues to get the most up-to-date knowledge on the help desk and support strategies that effect business value and growth.

Help Desk and Support

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

Many elements come into play when attracting the right talent. Is your careers page up-to-date? Does your website accurately represent your company culture and communicate it clearly to recruited applicants? In terms of internal processes, do you have an ongoing talent acquisition strategy? How efficient are your application screening and onboarding processes? Where and how are you looking for top candidates and are you enabling them to find you? Discover best practices and learn from industry thought leaders by joining the recruiting community.

Recruiting

Happy employees make productive employees. HR managers are now finding that compensation and benefits alone cannot keep employees happy; they also need nurturing through proper training and development. Join the BrightTALK talent management community to learn how to engage and retain your best talent by providing them with the tools and rewards they need to enhance their performance and reach their potential.

Talent Management

Modern human resources professionals are charged with not only the recruitment of talent, but also retention, satisfaction and management. They also support the training, assessment and compensation aspects of employee management. Join this community to connect with thought leaders and learn about trends in benefits, compensation and talent management. Stay ahead of the curve to attract and retain top talent and strengthen organizational leadership and culture.

HR Strategy

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.

Human Resources

Thousands of healthcare IT professionals compose the health IT community on BrightTALK. Learn alongside them with relevant webinars on healthcare IT compliance, big data in healthcare and IT solutions for healthcare organizations. Join the conversation by asking questions and engaging with other participants during live webinars and organized discussions.

Health IT

Healthcare

Get powerful manufacturing insights from influential experts. Connect with thought leaders and colleagues to get the most up-to-date knowledge on strategies and techniques to accelerate production cycles while increasing efficiencies and improving profitability.

Manufacturing

The research and development community on BrightTALK brings together leading professionals in healthcare, technology and manufacturing to present on current topics in their fields. From big data in healthcare to online forensics training and medical research practices, the community is an exceptional resource for those looking to expand their knowledge. Be part of the conversation by joining the community and participating in interactive live webinars.

Research and Development

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.

Fintech

The accounting and finance community on BrightTALK features presentations from leading accountants and finance professionals. The accounting community includes tax planning strategies, QuickBooks webinars and other accounting webinars, while the finance community features presentations on financial capital regulations and forensic data analytics. Join the conversation by attending live financial and accounting presentations and connecting with industry thought leaders.

Finance

Leadership styles are continually evolving to incorporate new ways of thinking about employee satisfaction, motivation and performance. Find webinars and videos on the strategies, techniques and qualities that make an effective leader. By participating in this community you will gain insight into current leadership theories and how to optimize employee performance.

Leadership

Get powerful distribution and logistics insights. Connect with experts and colleagues to get the most up-to-date knowledge on design, planning, execution, control, and monitoring of supply chain activities to build your competitive infrastructure, leverage worldwide logistics and create value.

Distribution and Logistics

Get powerful operations insights for your business. Connect with experts and colleagues to get the most up-to-date knowledge on which systems and processes are driving operational efficiency, maximizing value and customer success.

Operations

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.

Question Time: GenAI for Customer Experience

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