A discussion about customer success

Unlocking the full potential of AI and automation is no longer about streamlining tasks — it's about reimagining entire processes. That’s why global information services company Experian is transforming the way it serves customers, through a comprehensive strategy that touches every aspect of operations. In this episode we sit down with Sally Anne Hicks, Global VP of Automation at Experian, to learn how the organisation is taking automation beyond task-level improvements. Tune in for insights around how to identify AI use cases for adding value to operations — from accelerating software delivery to enabling one-click customer onboarding — all as part of a holistic approach.See omnystudio.com/listener for privacy information.

The Devvies is our annual App Of The Year Award created to recognize outstanding achievements by the ServiceNow practitioners who build new apps on our platform. In this episode we'll be talking to our 2024 Devvies App Of The Year winners about their experience. Topics 00:00 Welcome/introductions 09:01 Inspiration for the app 11:13 What was built 12:35 Outcomes 15:15 Challenges 19:43 The roadmap 21:50 How did you hear about The Devvies? 25:46 Advice for future applicants 27:17 Contact info 27:49 Outro Links Kristina's LinkedIn Josh's LinkedIn Check out the other ServiceNow podcasts.See omnystudio.com/listener for privacy information.

In this episode, host Jim Van Over, Field Innovation Officer at ServiceNow, welcomes Melissa Cohoe, Global Practice Strategist for Strategy, Risk, and Resilience at New Rocket. Melissa shares her expertise on cyber risk, discussing how organizations can navigate the complex landscape of risk management and resilience.See omnystudio.com/listener for privacy information.

In this episode of the Innovation Today podcast, host Jim Van Over welcomes Andrew VanWagoner, EMA ServiceNow Platform Lead and a ServiceNow Certified Master Architect at KPMG and a ServiceNow certified master architect, to discuss the critical importance of operational resilience in today’s dynamic business environment.See omnystudio.com/listener for privacy information.

In this episode of the Innovation Today Podcast, host Jim Van Over, Field Innovation Officer at ServiceNow, sits down with Geoff Hauge, Financial Services Leader at Edgile, to discuss the evolving landscape of risk management and the impact of artificial intelligence (AI) in the financial services industry. Geoff shares his extensive experience in cybersecurity and risk management, shedding light on the challenges and opportunities that AI presents. Whether you’re a seasoned professional or new to the field, this episode offers valuable insights into staying ahead of industry dynamics and leveraging technology for enhanced productivity and compliance.See omnystudio.com/listener for privacy information.

In this episode, host Jim Van Over, Field Innovation Officer at ServiceNow, interviews Dan Prior, Partner, Risk Technology at EY. Together, they discuss the challenges and opportunities in operational resilience and the transformative impact of AI on risk management and business operations.See omnystudio.com/listener for privacy information.

Join Fred Champlain and Andy Jordan as they discuss what it means to be in technical debt. Like any debt, technical debt is only a problem if it isn’t managed and if it is taken on without the ability or will to pay it back. If the debt isn’t quantified, or tracked, and the cost of "repayment" is under-estimated, the longer and more expensive it becomes to unwind the debt.  Listen now to hear from the experts about what technical debt can mean for your organization.See omnystudio.com/listener for privacy information.

Generative AI (Gen AI) is already redefining traditional workflows. ChatGPT, Siri, Google Assistant, among others, streamline processes, accelerate productivity, and optimize workflows. In this session, we discussed what’s needed to give employees access to emerging Gen AI tools while ensuring our most critical networks and data remain protected.Featured Speakers: • Gaine Nazareth, Director, Solution Consulting, ServiceNow• Alexis Bonnell, Chief Information Officer, Director of the Digital Capabilities Directorate, Chief AI Officer, Air Force Research Laboratory• David Larrimore, Executive Director of the Chief Technology Officer Directorate, Office of the Chief Information Officer, Department of Homeland Security• John Lau, Senior Strategic IT Operations Advisor, United States Patent and Trademark Office• Catherine Manfre, Chief Transformation Officer, Office of Personnel ManagementClick here to view the on-demand recordinghttps://www.nowfedforum.com/on-demand-videos/?campaign=ServiceNowSee omnystudio.com/listener for privacy information.

Engaged employees create positive experiences for their customers. Leading agencies use the concept of total experience (TX) to unite citizen and employee experiences across channels, creating the best possible outcomes. Listen to this session to learn how to implement TX improvements that fulfill your commitment to innovate, adapt, and prioritize citizen experience, while also supporting employees.Featured Speakers: • Diana Keohane, Senior Manager, Solution Consulting - Federal, ServiceNow• Javier Inclán, Assistant Inspector General for Management and Chief Information Officer, National Science Foundation Office of Inspector General• Mark James, Director of the OIT Enterprise Cloud Services Division, U.S. Customs and Border Protection• James Johnson, Program Executive Officer, DLA Information Operations• Col. Kris Saling, Acting Director, Innovation Directorate, U.S. Army Recruiting CommandClick here to view the on-demand recordingSee omnystudio.com/listener for privacy information.

Harshdeep Garg and Raghu Moorthy join the podcast to share their views on challenges businesses face to ensure customer success, the role of AI and automation in customer success strategies and how customer expectations are evolving.  Have a question or comment about the Accelerate Podcast series? Email us at [email protected] omnystudio.com/listener for privacy information.