In this episode, we will discuss Customer Service Management, IVR, and KPIs that are really the key to customer service management. 

Steve Zirkel is a Global Vice-President of Customer Service Management, where he works on creating value through technology innovations. He provides us insights into the SaaS industry and many elements of customer service technology, including customer service and marketing solutions.  

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 Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood and Nick Derbawka. 



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 e-mail to customerconnection@servicenow.com 

In this episode, we will discuss Customer Service Management, IVR, and KPIs that are really the key to customer service management. 
Steve Zirkel is a Global Vice-President of Customer Service Management, where he works on creating value through technology innovations. He provides us insights into the SaaS industry and many elements of customer service technology, including customer service and marketing solutions.  
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 Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood and Nick Derbawka. 
 
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 e-mail to customerconnection@servicenow.com

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.

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.&nbsp; 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.

Customer Connection

ServiceNow Podcast Program is a collection of podcast shows hosted by various ServiceNow experts and professionals covering different focus areas and a broad variety of topics. Come listen to our experts talk about what's going on at ServiceNow. Join the conversation!

Visit the Now Community forums

ServiceNow Podcast Program is a collection of podcast shows hosted by various ServiceNow experts and professionals covering different focus areas and a broad variety of topics. Come listen to our experts talk about what's going on at ServiceNow. Join the conversation!
<a href="https://community.servicenow.com/community">Visit the Now Community forums</a>

ServiceNow Podcasts

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 sit 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. 

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 sit 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.

Customer Service Management

How early travel shaped her curiosity

Insights into Volteo’s NextGen Program

How Impact Accelerators improved a CMDB

The rising importance of AI

The Volteo-ServiceNow partnership

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 

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&rsquo;s Global Delivery Center in Mexico, which evolved into a Center of Excellence, driving innovation and operational excellence across industries.&nbsp;
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.&nbsp;
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.&nbsp;
Key highlights of the episode:&nbsp;&nbsp;
3:40 - Monica shares her childhood passion for traveling and how it shaped her curiosity about different cultures and human connections.&nbsp;
9:50 - Insights into Volteo&rsquo;s NextGen Program, which trains individuals with no prior ServiceNow experience to address the talent scarcity in the ecosystem.&nbsp;
11:11 - How ServiceNow&rsquo;s Impact Accelerators helped improve a customer&rsquo;s CMDB health and guided another customer through a smooth platform upgrade.&nbsp;
13:31 - Monica discusses the rising importance of AI in digital transformation and how Volteo is leveraging it to automate processes and drive productivity.&nbsp;
15:30 - The Volteo-ServiceNow partnership: how it combines vertical expertise and platform innovations to deliver value and optimize customer outcomes.&nbsp; 
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&nbsp;

From Zero to Expert: Building ServiceNow NexGen AI Talent 

Guillaume shares an incident

How ServiceNow helped 3CLogic

How AI comes into the equation

How to optimize AI for customer service faster

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?

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?

Elevating Customer Experience with AI: ServiceNow and 3CLogic

AJ's ole of enterprise architecture

Supporting and shaping

scalability and flexibility

Security considerations

governance and compliance requirements

AJ's biggest takeaways

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 

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

Customer Service Management

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Customer Connection

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