CCW Digital's lead analysts Brian Cantor and Matt Wujciak sat down with Mike Luessi, ServiceNow's GM for healthcare and life sciences, to discuss how COVID-19 has impacted customer experience in healthcare, and customer service as a whole. 

Topics include: 
Insights from Mike's recent interview with Forbes on vaccine distribution and administration
The future of self-service
AI and automation's greatest impacts on customer experience
Digitized workflows (and so much more)

For a deeper dive into this topic, check out ServiceNow's webinar on 10 best practices to solve vaccine management challenges.

CCW Digital's lead analysts Brian Cantor and Matt Wujciak sat down with Mike Luessi, ServiceNow's GM for healthcare and life sciences, to discuss how COVID-19 has impacted customer experience in healthcare, and customer service as a whole.&nbsp;
Topics include:&nbsp;
<ul>
<li>Insights from Mike's recent interview with Forbes on vaccine distribution and administration</li>
<li>The future of self-service</li>
<li>AI and automation's greatest impacts on customer experience</li>
<li>Digitized workflows (and so much more)</li>
</ul>
For a deeper dive into this topic, check out ServiceNow's webinar on&nbsp;<a href="https://www.servicenow.com/lpwbr/best-practices-to-solve-last-mile-vaccine-management-challenges.html">10 best practices to solve vaccine management challenges.</a>

Subscribe to the ServiceNow Industries podcasts where we will bring your conversations from ServiceNow thought leaders, customers, and special guests across our public and private sector industries.

Check out the ServiceNow Special Interest Groups for Industries on the Now Community

Subscribe to the ServiceNow Industries podcasts where we will bring your conversations from ServiceNow thought leaders, customers, and special guests across our public and private sector industries.
Check out the <a href="https://community.servicenow.com/community?id=community_static&amp;sys_id=44f71e901b5d4c90ada243f6fe4bcb52">ServiceNow Special Interest Groups for Industries on the Now Community</a>

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Healthcare & Life Sciences with ServiceNow

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

ServiceNow Industries Podcasts

How Vaccine Management is Transforming Healthcare (and Customer Service)

At TechNetCyber24, Francis Rose explored pressing cybersecurity challenges and strategies within the government sector with cyber experts, included ServiceNow's Mike Rohde. Discussions emphasized the need for effective data management and AI integration, the importance of adopting Zero Trust Architecture to combat sophisticated threats, and innovative strategies for retaining skilled cybersecurity professionals. Automation and AI were highlighted as crucial for enhancing efficiency and job satisfaction, while industry collaboration was noted as vital for driving innovation and knowledge transfer. A unified approach to these issues is essential for bolstering cybersecurity resilience across sectors. 

Link to YouTube Video: https://youtu.be/fmUXk-enrIg?feature=shared

At TechNetCyber24, Francis Rose explored pressing cybersecurity challenges and strategies within the government sector with cyber experts, included ServiceNow's Mike Rohde. Discussions emphasized the need for effective data management and AI integration, the importance of adopting Zero Trust Architecture to combat sophisticated threats, and innovative strategies for retaining skilled cybersecurity professionals. Automation and AI were highlighted as crucial for enhancing efficiency and job satisfaction, while industry collaboration was noted as vital for driving innovation and knowledge transfer. A unified approach to these issues is essential for bolstering cybersecurity resilience across sectors. 
Link to YouTube Video: <a href="https://youtu.be/fmUXk-enrIg?feature=shared">https://youtu.be/fmUXk-enrIg?feature=shared</a>

Cyber Insights with Mike Rohde, Deputy CISO - Federal at ServiceNow

Hear Jonathan Alboum, Federal CTO at ServiceNow, as he discussed the transformative impact of AI on cybersecurity in government agencies. He emphasized the use of AI to maintain a strong cyber defense, detect anomalies, and respond to incidents more effectively. Alboum highlighted the ability of AI to reduce false positives and focus human resources on high-value tasks. He pointed out that while AI can significantly enhance cybersecurity measures, it is crucial to ensure transparency and human oversight in AI-driven processes. He also stressed the importance of balancing the rapid adoption of AI technologies with maintaining a skilled cybersecurity workforce.


Link to YouTube Video: https://youtu.be/xzgLyRn75FM?feature=shared

Hear Jonathan Alboum, Federal CTO at ServiceNow, as he discussed the transformative impact of AI on cybersecurity in government agencies. He emphasized the use of AI to maintain a strong cyber defense, detect anomalies, and respond to incidents more effectively. Alboum highlighted the ability of AI to reduce false positives and focus human resources on high-value tasks. He pointed out that while AI can significantly enhance cybersecurity measures, it is crucial to ensure transparency and human oversight in AI-driven processes. He also stressed the importance of balancing the rapid adoption of AI technologies with maintaining a skilled cybersecurity workforce.
 Link to YouTube Video: https://youtu.be/xzgLyRn75FM?feature=shared

ServiceNow on Innovation in Government - TechNet Cyber

Health IT – is it about healthcare or security or is it IT? Is it about Clinicians, Nurses or Patients? What about the technologies and the core systems? Who’s minding the store on PII and PHI? AI and GenAI are here, can we start on that journey?

YES!

None of these are less important than the other and compete for an organization’s attention. But how many, how much, how complex are further questions that arise. How many different systems? How much time is an individual spending when health is at stake? How complex is the navigation through all of this causing an undesirable experience and inefficient process, not to mention increased costs.

Speakers:
Jonathan Alboum, Federal CTO, ServiceNowArunkumar 
(Arun) Iyer, Principal Executive Architect and Field CTO, ServiceNow



Link to YouTube recording: https://youtu.be/pAt0twuhnPk

Health IT – is it about healthcare or security or is it IT? Is it about Clinicians, Nurses or Patients? What about the technologies and the core systems? Who’s minding the store on PII and PHI? AI and GenAI are here, can we start on that journey?
YES!
None of these are less important than the other and compete for an organization’s attention. But how many, how much, how complex are further questions that arise. How many different systems? How much time is an individual spending when health is at stake? How complex is the navigation through all of this causing an undesirable experience and inefficient process, not to mention increased costs.
Speakers: Jonathan Alboum, Federal CTO, ServiceNowArunkumar (Arun) Iyer, Principal Executive Architect and Field CTO, ServiceNow
 
Link to YouTube recording: https://youtu.be/pAt0twuhnPk

How Vaccine Management is Transforming Healthcare (and Customer Service)

Healthcare & Life Sciences with ServiceNow

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