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™

HR leaders play a pivotal role in harnessing the power of artificial intelligence to optimize talent and drive productivity. Watch 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 this session, you’ll learn:  
 
- How GenAI can free up employee time while lowering costs 

- Strategies for making better, more intelligent talent decisions 

- Ways to improve employee self-service as well as increase productivity and business growth with GenAI 


ServiceNow puts AI to work for people, with the AI platform for business transformation.  

 
Don't miss this opportunity to gain valuable insights and learn how you can utilize AI to supercharge your business.

HR Leadership in the GenAI Era: Optimizing for Employee Productivity

Join us to discover how Now Assist for Strategic Portfolio Management (SPM) can help you break down barriers between stakeholders and teams to accelerate ROI on your GenAI projects and: 

- Increase agility by responding to customer needs faster with improved intake process 

- Transform experiences by streamlining the demand intake process 

- Accelerate productivity by summarising voice of customer to facilitate product enhancements for product owners 

You’ll also get to see live demos of how SPM uses the power of GenAI with Feedback Summarization and Conversational Experience for Demand Managers.

How to Plan your Generative AI Initiatives with SPM

Generative AI can streamline your customer service, leading to higher agent productivity, cost savings, and improved customer experiences.

Take advantage of this breakthrough technology by joining us for an exclusive webinar, Put generative AI to work for customer service. You’ll discover how to make your service faster and simpler—for your customers and employees.

You’ll learn:

- Ways to integrate generative AI within your current ecosystem
- Techniques to harness the power of generative AI and increase organizational support
- How generative AI can improve operational efficiency and elevate customer satisfaction

Help your employees feel more confident about generative AI and use it to transform your customer service and drive business growth. Watch now.

Put Generative AI to work for Customer Service

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 fewer 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: 
 
- How Now Assist can empower developers of all skill levels. 

- Actual use cases that showcase ServiceNow’s Playbook Gen, Service Catalog, and AppGen capabilities 

- How you can create business solutions that deliver results fast using Now Assist for Creator 


Save time and money with Now Assist from the AI Platform for business transformation—watch now.

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

Experienced sales reps understand that sometimes the hardest part of deal-making is quote generation. Offering configurations, options and discounts via outdated spreadsheets can result in errors, delays and even cancellations. 

Our speakers will discuss:  

- The latest trends in lead-to-renewals and Configure-Price-Quote (CPQ)   

- Optimizing processes and creating a cohesive value stream across lead-to-renewals  

- Improving customer experiences through a unified platform and advanced automation capabilities  

- Generating quotes and fulfilling complex orders across highly configurable products and services 
 

A single platform for CPQ and lead-to-renewals eliminates bottlenecks that can result in lost deals. Find out how.

Optimizing lead-to-renewals: leveraging CPQ in a cohesive journey

In today's dynamic market, manufacturers must streamline complex customer operations to eliminate friction from sales and service, driving customer loyalty and growth. By prioritising new aftermarket services for recurring revenue and enhancing the profitability of traditional service models, manufacturers can ensure sustained success. Streamlined operations not only improve customer satisfaction but also enable manufacturers to adapt quickly to market changes, securing a competitive edge. 
 
 Our industry experts will share on: 

 - The state of manufacturing customer operations 

- 4 steps to transform the customer experience 

- How ServiceNow is helping manufacturers 

Don't miss this opportunity to learn from industry experts and take your processes to the next level.

How manufacturers can streamline customer operations to unlock growth

Whether you're a business user looking to streamline operations or a developer eager to harness the latest AI technologies, this event is tailored to you. So join us for an engaging exploration of streamlining Business Service delivery through a dedicated Business Service Catalog.  

- Do you have challenges in exposing your Services to the organization? 

- Are you using your Service Catalog for more than IT Services? If not, why not? 

- Is ownership of the Catalog always with IT? What about your Business Services? 

- How can no-code help you simplify the central publication and management of your (Business) Services? 

Watch now as we delve into these questions, gather valuable insights from our audience, and share our expert perspectives. We’ll showcase the transformative capabilities of Creator Studio and Now Assist for Creator Gen AI in delivering Business Services by the business. Additionally, we’ll discuss important aspects of governance to ensure a comprehensive understanding.

Crafting Business Service Solutions with AI and No-Code

Apache Kafka data is critical to thousands of companies because of its scalability and real-time processing reliability. However, on its own, Apache Kafka data is underutilised. To transform processes, the data needs to be married with the power of structured workflows and automation. That’s where Stream Connect from ServiceNow comes in.   

Watch now to learn more about how you can easily ingest Apache Kafka to and from the Now platform. In this webinar, you’ll learn more about:   

- How you can use Stream Connect to connect Apache Kafka data to your ServiceNow workflows   

- How Stream Connect’s architecture keeps your data security in mind   

- How, through a live real world use case, a telecommunications customers can better maintain network operations using Stream Connect   

- How companies from all industries can get started today! 

Don’t miss out on this amazing opportunity, watch now!

Integrate Apache Kafka Data in Workflows on the Intelligent Automation Platform

At ServiceNow, we’re excited to announce the launch of Xanadu: our latest platform release. Watch our webinar, TechNow: Explore Xanadu, where you will be among the first to see the exciting new features we’ve added to the ServiceNow Platform and App Engine. Our team of Senior Developer Advocates will be there to answer your all your questions and walk you through: 

- Expanded, cutting-edge Generative AI and NowAssist capabilities including App Generation and Analytics Generation 
- New developer tools and interfaces designed within the ServiceNow platform  
- Deep dive into the new ServiceNow Studio

Don’t miss out on this amazing opportunity to get your “tour” of Xanadu. Watch now!

TechNow: Explore Xanadu

Join us as we explore Accenture’s transformation of its IT organisation from traditional ticketing systems to AI-powered technology excellence.  

Our experts will share valuable insights and best practices for harnessing AI to optimise your own IT services and operations. 

You will learn: 

- How Accenture achieved a 38% reduction in Mean Time to Resolution/Closure and a 28% reduction in time spent on incidents 

- Accenture’s strategies for integrating AI into IT services and operations 

- How to cost-effectively migrate to ServiceNow and measure the value from your investment 

Don’t miss this opportunity to learn from industry leaders and enhance your IT operations.

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

In today's competitive talent market, it's essential for organizations to innovate in how they identify, hire, develop, reward, and retain employees with the right skills to drive business success. Shifting to a skills-based organization can significantly boost employee performance and build high-achieving teams. 

Join an exclusive webinar, co-hosted by ServiceNow and EY, to learn about the importance of talent intelligence in today's business world and its role in workforce transformation.

Kelley Steven-Waiss is a Chief Transformation Officer at ServiceNow, but prior to that she was the Founder & CEO of Hitch Works Inc., an internal talent mobility platform acquired by ServiceNow in June 2022. Kelley will share her story of founding Hitch Works Inc. and explain the decision to merge with ServiceNow.

During this webinar, you’ll also learn:

How to design and build sustainable skills-based talent development

How AI and machine learning can enhance skills-based talent development

How these strategies can be effectively implemented, shown through a live user persona-based demonstration of ServiceNow’s capabilities

Driving Business Results with an Intelligent, Connected Talent Development Experience

With such dependence on digital services today, IT Operations teams must keep these services available and responsible, 24/7. But how can teams get ahead of the overwhelming amounts of events, logs and unforeseen events?

Join us to see the power of predictive AIOps and GenAI in predicting issues, preventing disruption and automating remedial actions in real-time. 

You will learn how to:

- Spot IT issues: predict and prevent faster than traditional tools allow, using AIOps and anomaly detection

- Slash response time: Get straight to the root cause of issues. View resolution insights in plain language

- Focus on what matters most: Reduce event noise created by monitoring tools.

- Empower IT teams: Boost productivity with a single system of insights and action

Don’t miss this opportunity to gain insights and act on them faster for elevated productivity on a single, cloud-native platform.

Predict and prevent outages with ServiceNow Predictive AIOps

Today’s AI has the potential to become an intelligent driver of business strategy. But with this potential comes questions about proper use, ethics, security, and responsibility, making governance an important topic in the new AI-enhanced business landscape. 
 
Join us to learn essential strategies in governing AI initiatives and managing the technology assets that enable AI.  

ServiceNow's Teresa Law and Adam Smith-Cairns will share insights to help you navigate technical complexities, mitigate risks, and optimize the effectiveness of your AI initiatives. 

What you will learn: 

Strategies for effective and responsible AI governance in your organization 

Proven techniques in risk management for your critical technology assets 

Latest insights for maximizing value and efficiency from AI initiatives

AI Governance: Managing Technology Assets and Mitigating Risks

Employees are relying on IT more than ever to get work done. At the same time, Service desks are dealing with a rise in incidents and help requests, leading to agent overload, increased support costs, and poor response times.

Enter Digital End-User Experience (DEX), our solution for enhancing the Digital Employee Experience and deflecting incidents at new speeds. In our live demo, follow ServiceNow’s Julia Mulcahy as she shows you how you can:

- Give service desk agents comprehensive last-mile visibility

- Resolve incidents faster and with less effort

- Proactively prevent end-user incidents 

- Use DEX data to drive further productivity across the Now Platform

Don’t miss the opportunity to see how you can improve the End-User digital experience while reducing service desk costs.

Empower employees and deflect incidents with Digital End-User Experience (DEX)

Many employees now have new expectations about where and how they work. One thing is consistent, hybrid work is here to stay. Now HR and Workplace teams are collaborating like never before to help organizations reimagine the employee experience regardless of where and how employees work.    

Join us for an impactful webinar as we explore: 

- New strategies for managing transitions, attracting top talent, and retaining employees  

- Reshaping digital and physical experiences by bringing the best of both together  

- How to measure impact and manage costs for real estate, services, and people  

Stay ahead by understanding the latest global trends in the way we work that impact both people and workplaces.

How HR is teaming up with Workplace to define the new employee experience

What does it take to make the world better for everyone? When nonprofits have to do more with less, doing better business means you can make a bigger impact in the work that really matters.  

 

And to do that, you need the latest and greatest technology.  

 

That’s why ServiceNow.org supports nonprofits and foundations with tailored solutions, guidance, and a community-led approach.

ServiceNow.Org Introduction

ServiceNow.Org Manifesto

When every nonprofit organisation needs to do more with less, using the latest and greatest technology means you can make a bigger impact with your resources. Join us to discover how with the ServiceNow platform

Discover the tech you need to make the world a better place.

ServiceNow Field Service Management

Improve customer experience with the latest technology

Optimize Agent Performance through AI-driven Automation

Increasing efficiency with Xerox: Fireside chat

Strategies to Tackle the Brand Loyalty Crisis

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

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

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

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.

The sales community on BrightTALK brings together thousands of engaged sales professionals. Learn about careers in IT sales and marketing, sales techniques and selling strategies. Join the discussion by participating in on-demand and live sales webinars and summits with leaders in the sales industry.

Sales

Get powerful human resource management insights for your business. Connect with experts and colleagues to get the most up-to-date knowledge on which HR practices and strategies have been shown to be effective in retaining and growing talent.

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.

Customer service insights in the GenAI era

Presented by

About this talk

More from this channel