Customer Connection

ServiceNow Community
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Welcome to the "Customer Connection" Podcast; This is a customer-centric 360-degree view of lessons learned, tools, techniques, and procedures designed to guide and produce best practices for adoption and implementation of the ServiceNow platform.  Led by CX expert and Director of Customer Workflows Jerry Campbell and co-hosted by Customer Workflow Principal Portfolio managers Gareth Millwood and Nick Derbawka, this team will seat down with ServiceNow customers, partners, product teams and C-level executives to share their thoughts on how to achieve the biggest bang for their buck from the ServiceNow platform.

  1. Customer Excellence in Action: Driving Value and Belonging at Scale

    03/04/2025

    Customer Excellence in Action: Driving Value and Belonging at Scale

    In this episode, we interview Tony Colon, Senior Vice President of Strategy and Product Customer Excellence at ServiceNow. Tony holds a Computer Science degree from Illinois Institute of Technology and a Master’s Degree from MIT Sloan and with over 20 years of experience, he has driven customer success and innovation, building four $100 million businesses at industry giants like Salesforce and Cisco. Tony champions diversity, inclusivity, and lifelong learning, embodying his motto: "Always be learning, always be coachable." He’s actively involved in social and professional initiatives, serving on advisory boards such as Covenant House and the Hispanic IT Executive Council, and was named to the High Tech 100 in 2019. He also earned the title of Gender Equality Superhero by Fairygodboss. The Customer Connection Podcast helps you learn about the implementation and adoption of the ServiceNow platform. This show is led by Jerry Campbell, Customer Experience Expert and Director of Customer Creator & Workflows-Leading Practices, along with Shanna Grier, Portfolio Manager.Key highlights of the episode: 10:00 - Tony shares his vision for the Customer Excellence group at ServiceNow, emphasizing the importance of maintaining a strong, value-driven culture as the company scales from $10 to $30 billion. 14:10 - Tony emphasized evolving ServiceNow’s impact strategy to become an extension of the customer’s team, fostering deeper partnerships and trust through in-person interactions and genuine support. 18:20 - Tony emphasized the importance of customer feedback from all perspectives in refining ServiceNow’s impact strategy. 23:50 - Tony envisions leveraging 21 years of platform data and generative AI to provide proactive insights that guide customers in optimizing their usage and anticipating challenges. To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send an email to customerconnection@servicenow.com. See omnystudio.com/listener for privacy information.

    30 min
  2. Making Workflows Better with Process Mining

    02/11/2025

    Making Workflows Better with Process Mining

    In this episode, we interview Dan Grady, Director of Product Management, Process Mining at ServiceNow, and Damian Pascale, Senior Principal Product Manager at ServiceNow. Both guests bring over 25 years of experience in technology and have been instrumental in driving process mining innovations at ServiceNow.  Dan and Damian break down how process mining provides businesses with deep visibility into workflows, helping them identify bottlenecks, inefficiencies, and optimization opportunities.   The Customer Connection Podcast helps you learn about the implementation and adoption of the ServiceNow platform. This show is led by Jerry Campbell, Customer Experience Expert and Director of Customer Creator & Workflows-Leading Practices, along with Shanna Grier, Portfolio Manager.  Key highlights of the episode:   08:15 - What is process mining and how it helps organizations identify inefficiencies and bottlenecks?  11:15 - How does process mining help organizations improve operational efficiency?  19:10 - The advantages of ServiceNow's in-platform process mining.  To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send an email to customerconnection@servicenow.com.   See omnystudio.com/listener for privacy information.

    35 min
  3. From Zero to Expert: Building ServiceNow NexGen AI Talent

    12/10/2024

    From Zero to Expert: Building ServiceNow NexGen AI Talent

    In this episode, Monica Hidalgo, Founding Partner of Volteo Digital, shares her insights on empowering businesses through digital transformation and the strategic partnership with ServiceNow. With over a decade of experience, Monica has played a pivotal role in establishing Volteo’s Global Delivery Center in Mexico, which evolved into a Center of Excellence, driving innovation and operational excellence across industries.  Beyond her professional achievements, Monica is the founder of Women Who Transform, an initiative aimed at uplifting women in technology through mentorship, workshops, and networking.  The Customer Connection Podcast helps you explore the implementation and adoption of the ServiceNow platform. This show is led by Customer Experience Expert and Director of Customer Creator and Workflows-Leading Practices, Jerry Campbell, and Portfolio Manager Shanna Grier.  Key highlights of the episode:   3:40 - Monica shares her childhood passion for traveling and how it shaped her curiosity about different cultures and human connections.  9:50 - Insights into Volteo’s NextGen Program, which trains individuals with no prior ServiceNow experience to address the talent scarcity in the ecosystem.  11:11 - How ServiceNow’s Impact Accelerators helped improve a customer’s CMDB health and guided another customer through a smooth platform upgrade.  13:31 - Monica discusses the rising importance of AI in digital transformation and how Volteo is leveraging it to automate processes and drive productivity.  15:30 - The Volteo-ServiceNow partnership: how it combines vertical expertise and platform innovations to deliver value and optimize customer outcomes.  To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send an email to customerconnection@servicenow.com  See omnystudio.com/listener for privacy information.

    20 min
  4. Elevating Customer Experience with AI: ServiceNow and 3CLogic

    09/24/2024

    Elevating Customer Experience with AI: ServiceNow and 3CLogic

    In this episode, Guillaume Seynhaeve (G), SVP of Partnerships and Alliances at 3CLogic. He advises and supports the organization's strategic initiatives, including the oversight of 3CLogic's ServiceNow offerings. With over 20 years of experience in both sales and customer service, he has held leadership in the financial and communication industry, and he's a recognized expert in SAS, CSAS, AI, and CX, a ServiceNow enthusiast of 12 years. He holds his bachelor's degree from Boston College and an MBA from the University of Maryland. Welcome to the show.  The Customer Connection Podcast helps you learn the implementation and adoption of the ServiceNow platform. This show is led by a Customer Experience Expert and Director of Customer Creator, and Workflows-Leading Practices, Jerry Campbell, and Portfolio Manager Sohail Ali  Key highlights of the episode:   6:58 - Guillaume shares an incident about his personal experience with customer service  14:45 - How ServiceNow helped 3CLogic efficiently resolve complex customer service issues?  20:22 - How AI comes into the equation to improve customer experience, both for the customer and probably at the agent interface?  24:20 - How 3CLogic and ServiceNow are trying to better optimize AI to effortlessly solve customer problems faster? See omnystudio.com/listener for privacy information.

    38 min
  5. Navigating AI-Powered Enterprises

    08/20/2024

    Navigating AI-Powered Enterprises

    In this episode, we interview Amanda Justice (AJ), Director of Enterprise Architecture at ServiceNow. AJ has a rich background in technology, having worked at Trilogy Software, EMC, and CyrusOne before joining ServiceNow. She has extensive experience in enterprise architecture and modernization in energy and utility operations globally.  Key highlights of the episode:   04:30 - How AJ fell into the role of enterprise architecture and what inspired her to pursue it   07:15 - How ServiceNow's enterprise architecture team supports and shapes the organization   10:20 - How ServiceNow's architecture facilitates scalability and flexibility for large enterprises with complex IT environments   14:45 - Security considerations organizations should be aware of when deploying ServiceNow, especially with the advent of Generative AI   18:00 - How ServiceNow supports governance and compliance requirements across various industries and regions   21:30 - AJ's biggest takeaways for listeners about ServiceNow implementation, security, and enterprise architecture  See omnystudio.com/listener for privacy information.

    30 min
  6. Understanding the Citizen Developer Program

    10/24/2023

    Understanding the Citizen Developer Program

    In this episode, we will interview Mark Tognetti, the Senior Director for Creator Workflows Product Success at ServiceNow. Mark was previously Managing Director at PWC for 4 years, where he assisted with cloud and global payment processor transformation. The Customer Connection Podcast helps you learn the implementation and adoption of the ServiceNow platform. This show is led by a Customer Experience Expert and Director of Customer Creator, and Workflows-Leading Practices, Jerry Campbell, and Portfolio Manager Shanna Grier.   Key highlights of the Episode: 08:05- What is the Citizen Developer Program? 09:45 - What skills do you need to get started with the Citizen Developer Program? 11:02 - How does ServiceNow’s app engine differ from other low-code systems and how does it help customers? 16:10 - What are the top priorities and business objectives for customers implementing the Citizen Developer Program? 17:51 - What role does Generative AI play with the Citizen Developer Program?   To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send us an email at customerconnection@servicenow.com See omnystudio.com/listener for privacy information.

    23 min
  7. Shadowing a CSM Implementation

    10/11/2023

    Shadowing a CSM Implementation

    In this episode, we will interview Matt Wilson. He began with an engineering degree but transitioned to a military career, serving for six years in combat deployments. Eventually, he embarked on a customer experience (CX) journey which highlights his adaptability and willingness to learn, which has led to a successful and diverse career path. The Customer Connection Podcast helps you learn the implementation and adoption of the ServiceNow platform. This show is led by a Customer Experience Expert and  Director of Customer Creator, and Workflows-Leading Practices, Jerry Campbell, and Portfolio Manager Shanna Grier.   Key highlights of the Episode: 17:12 - What ServiceNow products did you implement and what were the business problems or objectives you were trying to solve?20:47 - How did you accomplish your implementation and was it self implementation with your own developers? Do you co-delivery with ServiceNow or partner implementor? 23:54 - What other tech stacks did you bring along, incorporate alongside ServiceNow and how well did these systems integrate in getting to where you needed to be for your business?   To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send us an email at customerconnection@servicenow.com See omnystudio.com/listener for privacy information.

    40 min
  8. Welcome to the World of Gen AI on the Platform of Platforms

    09/26/2023

    Welcome to the World of Gen AI on the Platform of Platforms

    In this episode, we will interview Jeremy Barnes, the vice president for platform product AI at ServiceNow. Jeremy was previously Chief Technology Officer and Chief Architect at Element AI, where he worked at Bridge AI Research to help customers solve everyday problems.  The Customer Connection Podcast helps you learn the implementation and adoption of the ServiceNow platform. This show is led by a Customer Experience Expert and  Director of Customer Creator, and Workflows-Leading Practices, Jerry Campbell, and Portfolio Manager Shanna Grier.   Key highlights of the Episode: 07:15 - How the GenAI was born into ServiceNow world? 09:32 - How has the AI been instrumental in enhancing the user experience within the ServiceNow platform and what innovations do you think we can expect in the future? 13:32 - How does ServiceNow address data security and privacy concerns while leveraging AI to drive efficiency and productivity? 19:46 - As AI technology evolves rapidly, how does ServiceNow stay at the forefront of AI innovations to continue delivering value to its customers? 22:03 - How do you think the increasing integration of AI into our daily lives will shape our understanding of creativity, innovation, and the very essence of being human? 24:41 - How do we really align, and what models do we pick up and teach that will help benefit our, ServiceNow customers and align to their values of the ServiceNow customer?   To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send us an email at customerconnection@servicenow.com See omnystudio.com/listener for privacy information.

    32 min
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About

Welcome to the "Customer Connection" Podcast; This is a customer-centric 360-degree view of lessons learned, tools, techniques, and procedures designed to guide and produce best practices for adoption and implementation of the ServiceNow platform.  Led by CX expert and Director of Customer Workflows Jerry Campbell and co-hosted by Customer Workflow Principal Portfolio managers Gareth Millwood and Nick Derbawka, this team will seat down with ServiceNow customers, partners, product teams and C-level executives to share their thoughts on how to achieve the biggest bang for their buck from the ServiceNow platform.

Information

  • Creator
    ServiceNow Community
  • Years Active
    2022 - 2025
  • Episodes
    28
  • Rating
    Clean
  • Show Website
    Customer Connection