Name: How Starbucks used ServiceNow to serve customers with more empathy
Start: 2023-10-23T16:46:00Z
End: 2023-10-23T16:46:15.000Z
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™

GenAI is the gamechanger that can transform work across your organisation, but AI is only as powerful as the platform it’s built on. 

When you marry GenAI capabilities with a powerful workflow automation platform, every employee in your organisation is empowered to do more, do it faster and create what they couldn't before. Working smarter has never been easier.

Join our team of experts to discover what ServiceNow’s Now Assist with GenAI can do for your employees, customers, agents, and developers. Learn how GenAI

• can gather the full body of case information that IT agents and operators need to promptly resolve IT issues. 
• can automate and expedite building tasks for developers and empower citizen developers to do more than they can imagine. 

Increase productivity, transform experiences, and accelerate agility on the Now Platform. 

Featured speakers: 
• Peter Doherty – Sales Director, Sales Operations, ServiceNow
• Doug Alcock – Senior Solution Sales Executive, Creator Workflows, ServiceNow
• Sylvain Hauser – Solution Consultant, Creator Workflows, ServiceNow


Resources:

Unlocking strategic business advantages with Generative AI
https://www.servicenow.com/now-platform/generative-ai.html

Put AI to work with Now Assist

As a modern manufacturer, you need to meet new cybersecurity challenges head on by managing IT and OT risks together. That’s because hackers aren’t just targeting IT systems these days; they’re penetrating your connected operational technology assets too.   

Join us as we examine the expanding threat landscape across manufacturing, and why it’s so important to take an integrated view of risk across all your technology assets.  

You’ll learn how managing IT and OT risks together can significantly reduce downtime and revenue loss, and how ServiceNow can give you a foundation for a more proactive security strategy with a single system of action.  

In this webinar, our customer service experts will share: 
- The state of manufacturing today 
- Key imperatives you need to address 
- How ServiceNow can help, including case studies 

Speakers: 
Ashish Pujari, Head of Manufacturing Go-To-Market Director, APAC, ServiceNow 
Andre Rencontre, General Manager – CRM & Workflow Solutions, NTT DATA Business Solutions Australia 
Satish Anthur, Senior Director, Pre-sales, NTT DATA Business Solutions India

Transforming Enterprise Security in Manufacturing

Many financial services organizations are striving to accelerate and scale their digital transformation in response to growing challenges, from cyberattacks to third-party errors. But they are held back by complex, outdated systems, as well as concerns about risks surrounding new technologies. This webinar offers key insights on optimizing your digitalization journey to achieve resilient operations while driving innovation and performance. 

Speakers 
- Kai Lenz, Senior Advisor to the Financial Services Industry, ServiceNow 
- Anna Mazzone, Head of Risk & ESG Business EMEA 
- Alexander Densum, EMEA Operational Resilience Framework Lead, Mitsubishi UFJ Financial Group

Demonstrating resiliency while driving innovation in financial services

Josh Cooper shared an amazing dive into how Now Assist is transforming the customer service agent experience. The real-time examples of how Now Assist summaries can not only help to consolidate long running ticket data, but also help with resolution data quality, really got our customers dreaming big! 

Speaker:
Josh Cooper, Advisory Solution Consultant, Intelligent Automation, ServiceNow

Simplify the Agent Experience - Leverage GenAI to Drive Human-centric Engagement

Most, if not all, financial institutions say they are customer-focused, but how does this translate into business strategy?

Recent research from American Banker, sponsored by ServiceNow, provides insights on how putting the customer at the center of banking drives technology choices and other key decisions. The research also sheds light on the differences between FIs with – and without – a customer experience North Star foundational to their organization. 

Join our web seminar to learn: 
- The actions customer-centric banks are taking more than their peers 
- How being highly customer centric relates to higher success delivering intended CX 
- The steps FIs are taking to deliver on CX initiatives 
- Areas of investment focus to support CX strategy 

Speakers:
Kristin Streett, AMS Head of Banking, ServiceNow 
Kerry Gross, Director of Research Intelligence, Arizent

Building a Customer Centric Bank

Long have agencies been tasked with doing more with less, however, with AI that more with less mentality is actually doable. The catch, is that the technology needs to be as secure and usable as possible. In this lightning keynote you will hear from an industry leader about how to enhance performance with AI.

Enhancing Your Agency’s Performance with Secure AI

In this on-demand webinar, government and industry leaders talk about how organizations can move ideas from the drawing board into the real world 

Jill Marlowe, NASA Digital Transformation Officer 

Maria Sadek, EPMO Director, Financial Management Business Transformation Service, Department of Veterans Affairs 

Scott E. Simpson, Digital Transformation Lead Department of Homeland Security Office of the Chief Procurement Officer Procurement Innovation Lab 

Eliza Erickson, Director of Permit,. License & Certification Innovation, Office of the Governor, Office of Transformation and Opportunity, State of Pennsylvania 

Justin Herman, Vice President, Mission Success, ServiceNow Global Public Sector

Your roadmap for government transformation

Tune into this telco webinar to hear the latest and greatest innovations for ServiceNow Telecom.

Hear from our ServiceNow product experts Romit Ghose and Jurie Roux as they delve into how this release enables you to: 
- Leverage generative AI to quickly understand and action alerts with enriched explanations
- Easily manage rack utilisation, visualise complex topologies, and design future state networks
- Increase efficiency with opportunities, quotes, and orders on a single platform

Presenters:
Romit Ghose, Sr. Director, Outbound Product Mgmt, TMT Industry, ServiceNow
Ryan Palamara, Director, Outbound Product Mgmt, TMT Industry, ServiceNow

What's new in the Washington DC release - Telecom

Hear from our top product experts Romit Ghose and Ryan Palamara about the new capabilities in Washington DC that will enable technology companies to:

- Connect to customers at scale
- Increase efficiency with opportunities, quotes, and orders on a single platform
- Leverage order timeline views for tracking long, complex fulfillment lifecycles

Presenters:
Romit Ghose, Sr. Director, Outbound Product Mgmt, TMT Industry, ServiceNow
Ryan Palamara, Director, Outbound Product Mgmt, TMT Industry, ServiceNow

A deep dive into the ServiceNow Washington DC Release for Technology Providers

ServiceNow’s latest Washington D.C. release has a new offering for financial institutions. Join speakers from ServiceNow and Visa for a webinar that will highlight ServiceNow Disputes Management, Built with Visa.

During this engaging session, Reinvent dispute resolution with ServiceNow and Visa, you’ll learn how the only dispute resolution workflow built with Visa guidelines can help you:
- Automate dispute intake for frictionless cardholder service
- Reduce manual updates with integrated, comprehensive Visa chargeback guidelines
- Adhere to compliance in a stronger more cost effective manner with regulations and SLA requirements embedded into workflows
- Take charge of card disputes with ServiceNow and Visa. Sign up for this webinar now.

Speakers:
Tammi Shapiro, Vice President and Global Head of Product, Financial Services Industry, ServiceNow
Tom Ormandy, Product & Solutions Marketing, Financial Services, ServiceNow
Liz Chaffin, VP, Dispute Solutions Product Management, Visa

Drive faster, more cost effective dispute resolution - with ServiceNow and Visa

In manufacturing, no one works alone, and everything is collaborative. Siloed, paper-based processes hamper collaboration, slowing operations and frustrating employees. Even workers who love their jobs hate some common problems found throughout manufacturing. 81% of manufacturing workers say that interaction with too many systems and applications makes their day-to-day work life inefficient. 

Two-thirds report that they spend more than an hour each day (half of those more than two hours!) hunting for the information or data they need to do their jobs.

These worker insights come courtesy of  a recent “Voice of the Factory Floor” survey conducted by ServiceNow and IndustryWeek. Workers list many suggestions on improvements that could be made to improve work-life balance and drive efficiency across the entire value chain.  

Joe Mulrooney, ServiceNow, will discuss takeaways from the research and share how ServiceNow customers are digitalising workflows to deliver better business outcomes and improve employee job satisfaction. 

Takeaways from this webinar:  
·         What are the biggest factors impacting factory floor productivity? 
·         How to identify and prioritise which work processes should be digitised to reduce the time and effort required from the teams doing the jobs
·         The impact of digitising workflows in attracting and retaining skilled personnel

Reduce Downtime and Drive Growth. Yes, You Can Do Both!

Over the past decade, industries have faced unprecedented challenges, including geopolitical tensions, technological disruptions, cyber threats, shifting business paradigms, global market fluctuations, and the looming impact of climate change.

Amidst these challenges, digitisation and automation emerge as pivotal strategies for tackling complexities head-on. The webinar will delve into the transformative potential of digital factories, where the convergence of real-world operations and digital technologies revolutionises business processes.

Key discussion points include:

1. Embracing digitisation and automation: Discover how digital factory initiatives integrate data from Operational Technology (OT) devices and assets, paving the way for data-driven enterprises.

2. Mitigating external threats: Learn about strategies for early detection, analysis, and service management to safeguard OT devices from external threats, enhancing overall security and resilience.

3. Empowering shop floor employees: Explore the benefits of digitising processes for shop floor employees, including automation and superior decision support, to optimise efficiency and productivity.

Join us as we unravel the cornerstone of digital transformation and explore practical insights for thriving in today's dynamic industrial landscape.

Digital Factory Transformation in Manufacturing: Strategies for Success

Organizations are becoming laser focused on optimizing business value. Their portfolio management approach is centered around achieving outcomes, and techniques like OKRs are helping define and measure success. But to succeed, organizations need the right structure, the right approach, and the right tools. 

Watch this fireside chat to hear our experts discuss: 
• How to deliver strategic plans that work, even as they continuously adapt 
• The role of project management offices (PMOs) in enabling portfolio delivery optimized for outcomes 
• The way to integrate approaches and technology into a single connected solution that drives performance 
• How ServiceNow’s PMO is using Strategic Planning day-to-day to drive value

Project management offices 101: The essential role of PMOs

As companies strive to compete and respond to changes, organizations are shifting strategies and investment initiatives. But understanding the impact of changes and aligning on strategy and initiatives can be time consuming and costly when multiple disparate systems are used. 

Which is why ServiceNow commissioned Forrester Consulting to conduct a study about the economic benefits of deploying ServiceNow Strategic Portfolio Management (SPM). 

Learn more about how organizations can align and save costs when you join our webinar: The Total Economic Impact™ study of Strategic Portfolio Management featuring ServiceNow and guest Forrester. You’ll hear experts from ServiceNow and Forrester discussing how SPM helped the composite organization:  
- Deliver visibility that informs decision-making 
- Align initiatives with strategy by consolidating processes on a single platform 
- Decrease time to value for investment initiatives 
- Achieve an ROI of up to 365%

Third-party analysis of ServiceNow Strategic Portfolio Management

ServiceNow Strategic Portfolio Management (SPM) helps you align all work to optimize business outcomes and respond rapidly to change. So your company can deliver more value. Not just more output. Learn how MKS Instruments was able to put SPM to work when you join our webinar: Continuous planning with Strategic Portfolio Management. Our speakers will discuss:

- Why 75% of business leaders will use SPM roadmap planning tools by 2023
- How to adjust strategies based on the dynamic evolution of markets
- How to enable business units to develop initiatives aligned with business objectives
- How to accelerate business value via continuous delivery and planning

Watch this webinar today for a closer look at how SPM provides teams at all levels with visibility into the latest strategic initiatives.

Achieve greater business value with strategic portfolio management (SPM)

Today’s pioneering global business services (GBS) organisations are finding new ways to generate value for their enterprise. But for most GBS leaders, the path forward isn’t so obvious. Join GBS expert Deborah Kops and ServiceNow’s Cara Herrick where they will explore how you can drive business value with more efficient service experiences.

Find out how you can transform your strategy at a time when change is constant but budgets are tight. You’ll learn how to:

· deliver modern experiences
· streamline the employee journey with efficient services
· build a shared services department that reduces costs while driving productivity.

Why GBS leaders need to invest in service experience

In a world where disruption is a constant, a leader must always be thinking about ways for Global Business Services (GBS) to be the transformation engine for their business. But how? Leaders in this space are delivering breakthrough results by elevating the user experience, driving digital transformation and innovation at scale, enhancing performance, and developing branding and talent.

Watch now for specific insights into how GBS organizations can create new sources of value for your business. Together with ServiceNow's customers panel PepsiCo and Mars get to learn:

· How leading GBS organizations are driving key corporate outcomes
· The role of tech and the essential capabilities needed to mature and scale GBS
· How to drive change management and strategy to innovate and grow into a NextWave GBS organization

Can GBS be a transformation engine without embracing “experience”?

Like many other organisations following the principles of global business services (GBS), ServiceNow is committed to driving efficiency and impact at scale within our own business.

Watch now to hear from ServiceNow's experts on the key strategies for realising value.

Find out how they’ve delivered results including:
· $175m average suppler discounting savings
· 60% PO cycle time improvement
· 80% HR self-service rate

Driving Global Business Services Outcomes At Scale

Innovating with Automation for Service Providers and Telcos

How Gen AI Can Transform Field Operations

Fireside Chat with IDC - Thriving in the Experience Economy

Reduce your costs to serve with faster and smarter service​

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.

How Starbucks used ServiceNow to serve customers with more empathy

Customer Service

Customer Care

Operational Efficiency

Operations

Customer Support

Customer Experience

Generative AI

Digital Transformation

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Storage

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How Starbucks used ServiceNow to serve customers with more empathy

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