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June 24 - 28, 2019
The Mirage, Las Vegas

June 21: ServiceNow

9:50 am - 10:10 am Expo Hall Opens/Networking Break/Meet the Customer


Joe Landers

Customer Service Transformation Consultant

8:00 am - 8:30 am Deliver Amazing Customer and Agent Experiences with ServiceNow

Today’s CRM systems are no longer driving increased customer satisfaction or cost reduction.  Digitally-delivered services and changing customer expectations require new ways to engage customers, connect processes, and fix issues proactively. Join Abhijit Mitra, ServiceNow VP and GM for Customer Service Management, to learn how you can take advantage of modern technology that increases customer and agent satisfaction while differentiating your customer service.

10:50 am - 11:00 am 10 minute transition

11:00 am - 11:30 am Managing the Human Change Dynamic in Customer Service Business Transformation

Tom Brennan - Global Director, Customer Service Transformation, ServiceNow
During a major change event, whether professional or personal, people get entrenched and resist adjusting their behavior. As a leader directing change in your customer service business, you may find the human element more challenging than the technology or process elements. Attend this session to hear Tom Brennan, Global Director of Customer Service Transformation at ServiceNow, share his approach and process for helping employees consciously choose to do something different. Effectively addressing the human change dynamic can reduce productivity loss and accelerate results in a business transformation.

Tom Brennan

Global Director, Customer Service Transformation

11:30 am - 11:40 am 10 minute transition

11:40 am - 12:10 pm Modern Approaches for Digital Transformation in Customer Service

Brian Cantor - Principal Analyst, CCW Digital
Successful customer service leaders know their people, process, and technology must work in harmony to deliver outstanding customer experiences. Join Brian Cantor, Principal Analyst with CCW Digital, to learn the approaches of great leaders for improving the agent experience and workplace culture to drive customer happiness, refining processes and metrics to accelerate customer outcomes, and optimizing technology investments to deliver the best customer experience.

Brian Cantor

Principal Analyst
CCW Digital

12:10 pm - 12:20 pm 10 minute transition

12:20 pm - 12:50 pm ServiceNow Customer Service Management in Action

It's time to reframe how you deliver customer service to take it beyond traditional CRM and customer service systems.  Join this session with Venki Subramanian, Sr. Director of Product Management, to see ServiceNow Customer Service Management in action.  Learn how you can leverage self service including portal, knowledge management, service catalog, and communities to make service effortless for your customers.  Simplify case management with a single pane agent workspace supported with intelligent automation, chatbots, and machine learning.  Connect your customer service team to the rest of the organization to drive accountability and issue resolution.  And learn new ways to move from a reactive service model to one that is proactive using the Internet of Things (IoT) and predictive analytics.

12:50 pm - 2:00 pm Late Night Lunch in the Expo Hall


Joe Landers

Customer Service Transformation Consultant

2:10 pm - 2:55 pm Role of Customer Service in GDPR Compliance

The General Data Protection Regulation (GDPR) extending the scope of European Union data protection law to all foreign companies processing data of EU residents is in effect as of May 25th. GDPR includes the right of access to personal data, the right to be forgotten, and notification obligations after personal data breaches. Attend this session to hear from Paul Selby, Director of Product Marketing, how this directive applies to customer service, some common scenarios that arise, and how ServiceNow Customer Service Management can assist with compliance.

2:55 pm - 3:00 pm 5 minute transition

3:00 pm - 3:45 pm Overview: Evaluating Digital Transformation Readiness with the Customer Service Maturity Assessment

Today, customers have more choice: more products to choose from, more devices and channels over which to seek customer service. What they don't have is patience – and customers leave you if their experiences are not in-line with expectations. Join this overview session with Holly Simmons, Sr. Director of Product Marketing, to learn how to benchmark your digital transformation maturity based on the Customer Service Maturity Assessment Model.  Compare your operations against customer service best practices. The results will help you prioritize investments in strategy, process re-engineering and technologies for loyalty-creating customer experiences.  

3:45 pm - 3:45 pm Final Networking Break