ServiceNow CSM implementation

The Medallia integration and its customization

Customer service portal & 3CLogic

Instant wins after the implementation

Whitney Anderson, a customer care vendor manager, and Terrance Pleasant, a CX project manager, talk to us about the overall implementation process of ServiceNow’s Customer Service Module (CSM). 

 

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: 

06:56 - ServiceNow CSM implementation 

10:20 - The Medallia integration and its customization 

13:41 - The customer service portal and 3CLogic implementations 

18:39 - Instant wins after the implementation 

 
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. 

Whitney Anderson, a customer care vendor manager, and Terrance Pleasant, a CX project manager, talk to us about the overall implementation process of ServiceNow&rsquo;s Customer Service Module (CSM).&nbsp;
&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.&nbsp;
&nbsp;
Key highlights of the Episode: &nbsp;
06:56 - ServiceNow CSM implementation&nbsp;
10:20 - The Medallia integration and its customization&nbsp;
13:41 - The customer service portal and 3CLogic implementations&nbsp;
18:39 - Instant wins after the implementation&nbsp;
&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 us an email at <a href="mailto:customerconnection@servicenow.com">customerconnection@servicenow.com.</a>&nbsp;

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.

Roadmap to Successful CSM Implementation

Sharing vision 

Evolving strategy

Importance of customer feedback 

Insights optimizing usage

In this episode, we interview Tony Colon, Senior Vice President of Strategy and Product Customer Excellence at ServiceNow. Tony holds a Computer Science degree from Illinois Institute of Technology and a Master’s Degree from MIT Sloan and with over 20 years of experience, he has driven customer success and innovation, building four $100 million businesses at industry giants like Salesforce and Cisco.

Tony champions diversity, inclusivity, and lifelong learning, embodying his motto: "Always be learning, always be coachable." He’s actively involved in social and professional initiatives, serving on advisory boards such as Covenant House and the Hispanic IT Executive Council, and was named to the High Tech 100 in 2019. He also earned the title of Gender Equality Superhero by Fairygodboss.

The Customer Connection Podcast helps you learn about the implementation and adoption of the ServiceNow platform. This show is led by Jerry Campbell, Customer Experience Expert and Director of Customer Creator & Workflows-Leading Practices, along with Shanna Grier, Portfolio Manager.

Key highlights of the episode: 

10:00 - Tony shares his vision for the Customer Excellence group at ServiceNow, emphasizing the importance of maintaining a strong, value-driven culture as the company scales from $10 to $30 billion.

14:10 - Tony emphasized evolving ServiceNow’s impact strategy to become an extension of the customer’s team, fostering deeper partnerships and trust through in-person interactions and genuine support.

18:20 - Tony emphasized the importance of customer feedback from all perspectives in refining ServiceNow’s impact strategy.

23:50 - Tony envisions leveraging 21 years of platform data and generative AI to provide proactive insights that guide customers in optimizing their usage and anticipating challenges. 

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, we interview Tony Colon, Senior Vice President of Strategy and Product Customer Excellence at ServiceNow. Tony holds a Computer Science degree from Illinois Institute of Technology and a Master&rsquo;s Degree from MIT Sloan and with over 20 years of experience, he has driven customer success and innovation, building four $100 million businesses at industry giants like Salesforce and Cisco.
Tony champions diversity, inclusivity, and lifelong learning, embodying his motto: "Always be learning, always be coachable." He&rsquo;s actively involved in social and professional initiatives, serving on advisory boards such as Covenant House and the Hispanic IT Executive Council, and was named to the High Tech 100 in 2019. He also earned the title of Gender Equality Superhero by Fairygodboss.
The Customer Connection Podcast helps you learn about the implementation and adoption of the ServiceNow platform. This show is led by Jerry Campbell, Customer Experience Expert and Director of Customer Creator &amp; Workflows-Leading Practices, along with Shanna Grier, Portfolio Manager. Key highlights of the episode: 
10:00 - Tony shares his vision for the Customer Excellence group at ServiceNow, emphasizing the importance of maintaining a strong, value-driven culture as the company scales from $10 to $30 billion.
14:10 - Tony emphasized evolving ServiceNow&rsquo;s impact strategy to become an extension of the customer&rsquo;s team, fostering deeper partnerships and trust through in-person interactions and genuine support.
18:20 - Tony emphasized the importance of customer feedback from all perspectives in refining ServiceNow&rsquo;s impact strategy.
23:50 - Tony envisions leveraging 21 years of platform data and generative AI to provide proactive insights that guide customers in optimizing their usage and anticipating challenges. 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 <a href="mailto:customerconnection@servicenow.com">customerconnection@servicenow.com</a>.

Customer Excellence in Action: Driving Value and Belonging at Scale

What is process mining

How does it improve operational efficiency

Advantages of in-platform process mining

In this episode, we interview Dan Grady, Director of Product Management, Process Mining at ServiceNow, and Damian Pascale, Senior Principal Product Manager at ServiceNow. Both guests bring over 25 years of experience in technology and have been instrumental in driving process mining innovations at ServiceNow. 

Dan and Damian break down how process mining provides businesses with deep visibility into workflows, helping them identify bottlenecks, inefficiencies, and optimization opportunities.  

The Customer Connection Podcast helps you learn about the implementation and adoption of the ServiceNow platform. This show is led by Jerry Campbell, Customer Experience Expert and Director of Customer Creator & Workflows-Leading Practices, along with Shanna Grier, Portfolio Manager. 

Key highlights of the episode:  

08:15 - What is process mining and how it helps organizations identify inefficiencies and bottlenecks? 

11:15 - How does process mining help organizations improve operational efficiency? 

19:10 - The advantages of ServiceNow's in-platform process mining. 

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, we interview Dan Grady, Director of Product Management, Process Mining at ServiceNow, and Damian Pascale, Senior Principal Product Manager at ServiceNow. Both guests bring over 25 years of experience in technology and have been instrumental in driving process mining innovations at ServiceNow.&nbsp;
Dan and Damian break down how process mining provides businesses with deep visibility into workflows, helping them identify bottlenecks, inefficiencies, and optimization opportunities.&nbsp;&nbsp;
The Customer Connection Podcast helps you learn about the implementation and adoption of the ServiceNow platform. This show is led by Jerry Campbell, Customer Experience Expert and Director of Customer Creator &amp; Workflows-Leading Practices, along with Shanna Grier, Portfolio Manager.&nbsp;
Key highlights of the episode:&nbsp;&nbsp;
08:15 - What is process mining and how it helps organizations identify inefficiencies and bottlenecks?&nbsp;
11:15 - How does process mining help organizations improve operational efficiency?&nbsp;
19:10 - The advantages of ServiceNow's in-platform process mining.&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 <a href="mailto:customerconnection@servicenow.com">customerconnection@servicenow.com</a>.&nbsp;&nbsp;

Making Workflows Better with Process Mining

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;

Roadmap to Successful CSM Implementation

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