Victor’s Product Management background

Delivering and driving value for customers

Experience Design at ServiceNow

The biggest challenge with Experience Design

Advice for the Implementation Partners

Experience Design is crucial in delivering and driving value for ServiceNow Customers.

Victor Chan, Product Success Architect, shares his experience with ServiceNow Implementation Partners to help them craft their own signature experience design and delight the customers in the first pass. 

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.

Key highlights of the Episode: 

03:09 - Victor’s background and how he got into Product Management

05:08 - Delivering and driving value for ServiceNow Customers

06:48 - Experience Design at ServiceNow

09:54 - The biggest challenge with Experience Design

13:52 - One piece of advice for the Implementation Partners

Experience Design is crucial in delivering and driving value for ServiceNow Customers.
Victor Chan, Product Success Architect, shares his experience with ServiceNow Implementation Partners to help them craft their own signature experience design and delight the customers in the first pass.&nbsp;
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.
Key highlights of the Episode:&nbsp;
03:09 - Victor&rsquo;s background and how he got into Product Management
05:08 - Delivering and driving value for ServiceNow Customers
06:48 - Experience Design at ServiceNow
09:54 - The biggest challenge with Experience Design
13:52 - One piece of advice for the Implementation Partners

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.

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

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 <a href="mailto:cutomerconnection@servicenow.com">customerconnection@servicenow.com</a>

Understanding the Citizen Developer Program

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

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 <a href="mailto:cutomerconnection@servicenow.com">customerconnection@servicenow.com</a>

Shadowing a CSM Implementation

How the GenAI was born into ServiceNow world?

AI enhancing user experience

AI > Data and Privacy Security

The forefront of AI delivering value

Integration of AI into our daily lives

Aligning values

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

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 <a href="mailto:cutomerconnection@servicenow.com">customerconnection@servicenow.com</a>

Experience Design at ServiceNow

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Customer Connection

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