Name: Customer service insights in the GenAI era
Start: 2024-02-27T09:40:00Z
End: 2024-02-27T09:40:54.000Z
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. 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™

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

Procurement, supply chain, and finance teams across many organizations struggle with processes that span disparate ERP systems, point solutions, spreadsheets, and emails. This often forces procurement teams to deal with multiple sources of truth, limited visibility, and siloed team efforts.

But with a single experience across sourcing, procurement, and finance systems, companies can transform their source-to-pay process. The result? An agile and efficient process that takes cost out of your operations while also increasing employee satisfaction and productivity.

In this webinar we’ll cover;
Trends in the source-to-pay process leading into 2024
How client companies benefit from ServiceNow source-to-pay solutions
Demo
Join our webinar and discover how you can boost efficiency with streamlined workflows—and reap savings—throughout your source-to-pay process.

Speakers:
Mark Labedz, head of finance and supply chain workflows product marketing, ServiceNow
Dean Ocampo, director of product marketing, ServiceNow

Remove friction from your source-to-pay process

More organisations are investing in large-scale transformation journeys as they commit to end-to-end digitisation in this competitive landscape.

However, with the journey sometimes taking at least twice as long and costing twice as much as anticipated according to Gartner, leaders must connect strategy with delivery for ROI at maximum speed.

Hear from experts at ING and ServiceNow who have first-hand experience in setting up successful transformation offices with Strategic Portfolio Management (SPM). During this session, you’ll:

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

Transformation Strategies with ING & ServiceNow

Most business leaders recognize that best-in-class HR service delivery is a strategically vital priority. But how can you quantify the actual bottom-line impact of the ServiceNow HR Service Delivery solution—beyond anecdotal evidence and isolated use cases?  

Recently, ServiceNow commissioned a Forrester Total Economic Impact™ report on ServiceNow® HR Service Delivery to answer that exact question. And in this webinar, we’ll review Forrester’s analysis of the aggregate experience of six representative users of HR Service Delivery—representing 35,000 FTEs and revenue of $10 billion per year. 

Watch the webinar to see how Forrester found that HR Service Delivery helped this hypothetical organization achieve: 

- Over 17,000 hours saved on processing employee HR requests   

- Regained up to 30% in HR labor efficiencies by streamlining HR workflows  

- Over 77,000 hours saved by employees submitting HR requests   

- Improved employee retention and smoother collaboration between HR and IT  

You’ll also gain proven methodologies, actionable strategies, and real-world ServiceNow customer examples showing how you can: 

- Eliminate manual and repetitive tasks that distract the HR team from their core mission   

- Streamline the management of employee cases for a better overall employee experience   

- Improve visibility into HR service utilization and trends  


Speakers:  

Nin Sandhu, senior director, product and solutions marketing, ServiceNow 
Jason Mancini, director, value excellence, ServiceNow

The ServiceNow blueprint to employee productivity with Forrester TEI Insights

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

We are increasingly hearing from our customers that they are challenged to accurately collect, assure, and report on data coming from their supply chains, especially regarding Scope 3 emissions.  CSRD and other regulations across EMEA add additional complexities and requirements.   

Join us for our new webinar, Value Chain ESG Management: ESG + Third Party Risk Management, as we explore how to use the power of the NOW platform to automate data collection from suppliers and scope 3 reporting. 
 
Don’t miss this chance to gain valuable perspectives on the power of the NOW platform for ESG and Third-Party Risk Management. Watch the webinar now! 

Speakers: 

Rob Garcia, senior advisory solution consultant ESG, ServiceNow 
Jeff Cousens, advisory solution consultant ESG, ServiceNow

Value Chain ESG Management: ESG + Third Party Risk Management

Modernizing your IT services and operations can be challenging, which is why ServiceNow and our partners are always refining our methods and introducing new ways to make implementation smoother and more efficient. 

Join this webinar, ServiceNow simplified: New methods for faster implementation, to learn about the tools and guidelines to optimize your ServiceNow journey, including the following topics: 

- Guided setup and deployment strategies for Service Operations (ITSM + ITOM) 

- Extracting the full value of the platform by using Admin Center 

- Rapid discovery of your infrastructure with AI-powered service mapping 

- Best practices from experts with decades of implementation experience 

Don’t miss this opportunity to enhance your digital transformation efforts. Watch the webinar today and take the first step towards a more efficient and effective ServiceNow deployment.  

Speakers: 

Michael Hansen, senior product marketing manager, ServiceNow 
Mark Carvin, ServiceNow certified master architect, DXC Technology 
Svetlana Zenkin, ITSM Product Marketing at ServiceNow

ServiceNow simplified: New methods for faster implementation

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Now Assist for Creator includes generative AI skills that make developing on the Now Platform more efficient. The generative AI supports any developers on the ServiceNow platform e.g. to generate code, based on text or code prompts or can assist with creating flows or other items from text prompts and therefore can improve productivity, reduce error and speed up time to value. Now Assist for Creator uses the ServiceNow specific LLM, to be able to generate most relevant output for the ServiceNow platform specifics in a secure environment.

This webinar gives insights into Now Assist for Creator in the following areas:
- Use cases on how Now Assist for Creator can support your ServiceNow developers
- Live demo and recommendations (e.g. guidance for prompts) for the use of Now Assist for Creator
- Sneak Peak into new features released with Washington D.C release
- Next Steps and Training materials available for you to get started right away
Don't miss this chance to boost your developers productivity. Sign up for this webinar now!

Speakers:
Jana Rebmann is part of the Solution Sales Team for Creator Workflows in Germany and can share experiences when it comes to how ServiceNow can add value with their GenAI offering and the business value this can generate for ServiceNow teams across enterprises.
Thomas Geering is a ServiceNow Certified Technical Architect from Zürich, Switzerland. He has a long history of developing on the ServiceNow platform and says he was "absolutely amazed" when first seeing the Now Assist for Creator functionality.
Geronimo van der Velden is a Senior Solution Consultant for ServiceNow in Germany and has long experience also with the ServiceNow Low Code Tools and how Now Assist for Creator can make a difference for any skill level developer.

Boost ServiceNow developer productivity with Now Assist for Creator

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

Are your employees searching for answers to the simplest questions? Customers getting frustrated with your support? Agents spending too long playing catch-up on requests?

Now’s the time to level up your service experience and agent productivity with AI-powered Virtual Agent, Predictive Intelligence. Performance Analytics and GenAI capabilities. 

Join ServiceNow’s Julia Mulcahy as she shows you real examples of how to:

- Generate actionable answers and resolutions automatically
- Enable case activities to be summarised with precision to improve agent productivity
- Enhance self-service with increased support channels
- And many more capabilities!

Transform Self-Service Experiences and Agent Productivity with Now Assist

Fueled by Gen AI tools, low-code will unleash the next wave of productivity across every industry, department, and role. Learn the latest by joining us for our upcoming webinar, Fast-track app delivery with GenAI powered low-code. 

Our experts will discuss ServiceNow’s approach to Gen AI and the app dev lifecycle. You’ll see a demo illustrating how app delivery team members can use ServiceNow’s Gen AI tools. And you’ll learn:  

- How Gen AI is reshaping the app development lifecycle 

- The effect of Gen AI on each team member—from admins to no-coders, to pro-coders   

- How using the ServiceNow tool, Now Assist for Creator, can enhance your app delivery  

Put Gen AI to work—sign up for this webinar now. 

Speakers: 

Gregg Aldana, global area vice president, creator workflows specialist solution consulting, ServiceNow  

Dale Stubblefield, senior advisory solution consultant, ServiceNow

Fast-track app delivery with GenAI powered low-code

GenAI is a hot topic! But at ServiceNow, we're not just talking about it—we're implementing it using our own platform and products.

In this webinar, Rajeev Sethi, ServiceNow's GVP of Emerging Technologies, will share how we've integrated GenAI into our day-to-day workflows to offer a more consumer-like experience that drives productivity at work.

You'll learn:

How we use Now Assist for GenAI to productivity across the enterprise

Why self-service rates are improving for ServiceNow customers, employees, agents, and developers

What's next in our journey from 20+ GenAI use cases in 6 months and beyond

Don’t miss this opportunity to see the art of the possible with our latest GenAI solution; Now Assist, and how you can deliver stellar experiences at scale in 2024.

Now on Now: How we're using GenAI to drive more productive workdays

Organizations that migrate to the cloud can empower themselves with the right AI and observability tools, which not only help them to quickly recover from incidents but also provide them with a unified view of data. By bringing together AIOps and observability, teams can work more efficiently and collaboratively while ensuring that everyone has access to the right information at the right time. 

Join us for our upcoming webinar, reclaim your time by unifying AIOps and observability, to learn how a large financial institution used ServiceNow for cloud migration, and were able to: 

· Recoup the cost of an AIOps + observability solution 

· Reduce mean time to recovery, with faster root cause analysis 

· Use AIOps to reduce the time spent chasing down issues 

According to Nancy Gohring, Research Director at IDC, the median annual spend by large enterprises for AI and observability tools is $1.4 million.1 Overcome high prices and other obstacles—sign up for this webinar now. 

Speakers: 

Andrew Gardner, senior product marketing manager, ServiceNow 

Theo Simmons, go-to-market Tx workflow leader, ServiceNow

Reclaim your time by unifying AIOps and observability

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

In the next Industrial Revolution, Generative AI has the potential to create a multiplier effect for organisations; productivity, efficiency and cost savings, just to name a few outcomes. 

Leaders are now being charged with redefining human-machine partnerships across a plethora of areas across the business. But the question now is “Why! And “How” to embrace this technology at a pace that’s right for your organisation, and in a way that can profitably scale.

Join Aurora Gaimon, ServiceNow’s GenAI Solution Consultant, as she covers the crucial control points to consider to be on the winning side of generative AI. This session will help you answer four pivotal questions before heading into your next crucial budgeting meeting. 

Why do I want to invest in Generative AI and what business value will it create?

What types of Generative AI should I be investing in and how do I future-proof this decision?

Do I need to build this capability or should I buy out of the box?

What is the expected ROI and how will it evolve over time?

To avoid missteps and secure returns on AI investments, watch our webinar to learn how to bring clarity to your strategy and understanding of which use cases to prioritise first, and most importantly, when to say “no” and wait.

The Executive Guide to Investing in Generative AI in 2024

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

Like many other organizations following the principles of global business services (GBS), ServiceNow is committed to driving efficiency and impact at scale within our own enterprise, while providing all employees with great experiences.

Join us for this webinar to see how we’re achieving GBS success by using our very own Now Platform® and how you can too.

Explore the story of how we’ve used ServiceNow solutions to deliver results including:
- $175m average suppler discounting savings
- 60% PO cycle time improvement
- 80% HR self-service rate

Speakers:
Tom Parisi, Chief Transformation Officer, ServiceNow
Nate Aschenbach,VP, Digital Technology Applications, ServiceNow
Kelly Kent, SVP, People Operations, ServiceNow

Driving GBS outcomes at scale

Driving Success in Field Service with AI Innovation

Elevate your Customer Experiences with ServiceNow

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

Customer Experience

GenAI

Customer Service

Artificial Intelligence

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IT Service Management

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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.

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Sales

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Customer service insights in the GenAI era

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