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>

ServiceNow Industries Podcasts Podcast

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)

Since the launch of the DOD Software Modernization Strategy in 2022, groups across the Department of Defense have accelerated building the capabilities and ecosystem necessary to continuously deliver software to production. These software factories, from the Air Force’s Kessel Run and Kobayashi Maru to the Army Software Factory, are working to build, learn and deploy software at the pace of emerging global and domestic threats. Core to these efforts are practicing DevSecOps, implementing automated optimization, and adopting the cloud. But overcoming challenges around legacy systems, entrenched culture, and talent retention can prove costly and time consuming at a time when speed is crucial.

During this webcast, government and industry leaders will explore the people, processes and technology required to run a successful software factory and share how federal agencies can apply lessons learned from the Department of Defense.

See video recording here: link to YouTube (https://youtu.be/yExwpO38Fz4)

Since the launch of the DOD Software Modernization Strategy in 2022, groups across the Department of Defense have accelerated building the capabilities and ecosystem necessary to continuously deliver software to production. These software factories, from the Air Force’s Kessel Run and Kobayashi Maru to the Army Software Factory, are working to build, learn and deploy software at the pace of emerging global and domestic threats. Core to these efforts are practicing DevSecOps, implementing automated optimization, and adopting the cloud. But overcoming challenges around legacy systems, entrenched culture, and talent retention can prove costly and time consuming at a time when speed is crucial.
During this webcast, government and industry leaders will explore the people, processes and technology required to run a successful software factory and share how federal agencies can apply lessons learned from the Department of Defense.
See video recording here: link to YouTube (<a href="https://youtu.be/yExwpO38Fz4">https://youtu.be/yExwpO38Fz4</a>)

Inside Software Factories: Government's Innovation Accelerators

Transformation — it’s a word that’s tossed around in government leadership meetings all the time, but what does it really mean? Is it about process improvements, technology modernization, or workforce changes? All the above?
Join us as our government and industry experts define what transformation means for government and walk through examples of agencies that have achieved true transformation.
Specifically, you’ll learn: What transformation means in the context of individual roles.How to get funds for your own modernization priorities.How successful organizations have made big and small transformations at their agencies.

Speakers:
Jonathan Alboum, Federal CTO, ServiceNow
Susan Little, Director, Division of Records and Information Systems, Center for Medicare and Medicaid Services
Fredy Diaz, Deputy Chief Data Officer, U.S. Department of Agriculture
Glorimar Ripoll Balet, Director of Product, United States Digital Service, Executive Office of the President (Invited)

See video recording here: link to YouTube (https://youtu.be/G0BLIPmNW2Q)

Transformation — it’s a word that’s tossed around in government leadership meetings all the time, but what does it really mean? Is it about process improvements, technology modernization, or workforce changes? All the above? Join us as our government and industry experts define what transformation means for government and walk through examples of agencies that have achieved true transformation. Specifically, you’ll learn: What transformation means in the context of individual roles.How to get funds for your own modernization priorities.How successful organizations have made big and small transformations at their agencies. Speakers: Jonathan Alboum, Federal CTO, ServiceNow Susan Little, Director, Division of Records and Information Systems, Center for Medicare and Medicaid Services Fredy Diaz, Deputy Chief Data Officer, U.S. Department of Agriculture Glorimar Ripoll Balet, Director of Product, United States Digital Service, Executive Office of the President (Invited) See video recording here: link to YouTube (https://youtu.be/G0BLIPmNW2Q)

GovLoop Spotlights: Defining Transformation and How Agencies Can Achieve It

Improving Public Sector Customer Experience will focus on how agencies are delivering great customer service and memorable customer experiences. We will cover what is working, what is new and the associated challenges of improving customer experience across the public sector. Delivering great customer service along with seamless customer experiences is paramount. CX needs to be a shared responsibility across the agency with everyone involved in giving citizens the best experience across all touchpoints. Memorable CX and great customer service are intertwined. Although each are different concepts, they work hand in hand when it comes to building brand loyalty.

Improving Public Sector Customer Experience will focus on how agencies are delivering great customer service and memorable customer experiences. We will cover what is working, what is new and the associated challenges of improving customer experience across the public sector. Delivering great customer service along with seamless customer experiences is paramount. CX needs to be a shared responsibility across the agency with everyone involved in giving citizens the best experience across all touchpoints. Memorable CX and great customer service are intertwined. Although each are different concepts, they work hand in hand when it comes to building brand loyalty.

How Vaccine Management is Transforming Healthcare (and Customer Service)

Healthcare & Life Sciences with ServiceNow

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