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

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.

Navigating AI-Powered Enterprises

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

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>

Navigating AI-Powered Enterprises

Customer Connection

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Customer Connection

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