Customer Connection

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 [email protected] omnystudio.com/listener for privacy information.

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 [email protected].  See omnystudio.com/listener for privacy information.

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 [email protected] See omnystudio.com/listener for privacy information.

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?See omnystudio.com/listener for privacy information.

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 See omnystudio.com/listener for privacy information.

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 [email protected] omnystudio.com/listener for privacy information.

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 [email protected] omnystudio.com/listener for privacy information.

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 [email protected] omnystudio.com/listener for privacy information.

In this episode, we will interview Amanda Grady, the VP and GM of Platform Foundations at ServiceNow. Amanda has close to 20 years of experience working with enterprise security software and cloud solutions at organizations such as Symantec, Salesforce, and ServiceNow. She was with Symantec for 12 years wearing different hats before she moved to work with Salesforce for 5 years. 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: 08:21 What is ServiceNow Vault? 11:40 How does ServiceNow adapt and improve the Vault’s security? 14:25 How does ServiceNow integrate with Identity Access Management? 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 [email protected] See omnystudio.com/listener for privacy information.

Listen in as COO Ryan Gallagher and Director of Technology Workflows Terrell Pursley explain Volteo Digital provides exceptional co-delivery experience to help accelerate ServiceNow implementations bringing speed to market value to the customer. These gentlemen also provide an inside glimpse of how Volteo experience and expertise allows ServiceNow to help the most challenging situation customer face today.See omnystudio.com/listener for privacy information.

In this episode, we interview Nicholas Lee, the Vice-Head of Fujitsu, a ServiceNow partner, and he talks about FlexForce. Nicholas Lee is the Senior Director for AI and Quantum and has spent the last 18 years as a solution innovation consultant and digital transformation professional. He has been the Vice-Head of Solution Innovation & Consulting, AI/ML, Quantum-Inspired, & Blockchain for the past three years and has worked with Fujitsu for close to 16 years. 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 Workflow, Jerry Campbell, and the Portfolio Managers, Gareth Millwood, Rozmin Parpia, and Nick Derbawka. Key highlights of the Episode: 04:30 Fujitsu FSM offering. 10:45 How FlexForce differentiates itself from ServiceNow. 18:18 Workload management and optimization. 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 [email protected] omnystudio.com/listener for privacy information.

In this episode, we will discuss Evora IT, a ServiceNow partner for over two years, and how ServiceNow changed how they handle their processes. Christian Bartels is Co-Founder and CEO of Evora IT, and has previously worked with SAP and ENERGY4U for a combined total of over ten years. He co-founded Evora IT in 2011 and has been the CEO since 2014. He is currently the Managing Director of Evora IT Solutions Group GmbH. They are joined by Beau Gibbs and Joey Punneo. Beau Gibbs is the Executive Vice President of Evora IT. He has worked in the technology solutions field for close to 7 years. Joey Punneo is currently working as a Solutions Architect at Ness Digital Engineering, a ServiceNow Practice. He has worked with companies like Aptris, Capgemini, Seagate Technology, and more for a combined experience of over 17 years. 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, Rozmin Parpia, and Nick Derbawka. Key highlights of the Episode: 07:08 Evora IT offerings. 16:57 Lift and shift mentality for customers. 18:10 Field Service Management structure. 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 [email protected] omnystudio.com/listener for privacy information.

In this episode, we will discuss how the state of South Dakota used the ServiceNow platform to give an easy-access channel to citizens wanting to do business with, or consume services provided by the state. Pat Snow is the Chief Technology Officer for the state of South Dakota. He has been delivering IT services to the executive branch of state government, K-12 in South Dakota, as well as higher education since 1997 in various capacities, including telecommunications, data centers, and endpoints. 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: 03:32 Public sector digital transformation in South Dakota and expected outcomes. 09:52 Unrealized outcomes of value on implementation. 12:28 The single most important thing for potential customers. 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 [email protected] omnystudio.com/listener for privacy information.

In this episode, we will interview Veterans of the United States army for the upcoming Veterans Day about what they do at ServiceNow and how transition programs help upskill veterans. Herb Thompson is a retired Special Forces (Green Beret) leader and the only person in the US Army history to have earned the Green Beret and Drill Sergeant of the Year award. He has worked as a Program Manager for the Veteran Programs at ServiceNow since November 2021 and is the author of the best-selling and award-winning book, The Transition Mission. Javier Chen is a US Navy Veteran who has worked with ServiceNow since August of 2018 and is currently the Senior Technical Recruiter and Staffing Representative. 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, Rozmin Parpia, and Nick Derbawka.See omnystudio.com/listener for privacy information.

In this episode, we will discuss User Experience (UX), User Interface (UI), and Human Center Design (HCD) which bring value to the customers and partners. Arnold June is a Director of Design Programs. He focuses on design operations, and AJ Siegel is a Senior Staff Product Designer. He focuses on the workflow design studio in pre-sales organization, working directly with customers on unique innovations and digital transformation at the ServiceNow platform. 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: 05:33 Providing value to our customers and partners 06:21 User Experience (UX) plays an important role 07:53 Introducing user-centric design for ServiceNow customers 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 [email protected] omnystudio.com/listener for privacy information.

In this episode, we will discuss the ServiceNow platform, Technology, and how customers can maximize the use of the ServiceNow platform. Nick Tzitzon is a Chief Strategist and Corporate Affairs Officer who has worked in the public sector in the local government, state government, and then at the national level for the US government. He spent eight years at SAP, and then became the CEO of SAP and decided to become the CEO of ServiceNow. 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: 03:21 Best team-building activity. 04:10 Key differentiators for ServiceNow versus cloud-based software. 10:47 How can ServiceNow customers maximize the use of the platform? 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 [email protected] omnystudio.com/listener for privacy information.

In this episode, we will discuss Customer Service Practice, which provides on-site support to customers' issues and also helps customers with domain separation. Kirsten Brandenburg is the Director of Global ServiceNow CSM Centre of Innovation at NewRocket. She focuses on Field Service Management to help customers’ issues onsite. She also contributes to the Managed Service Provider industry, which allows data separation and segregation. 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: 03:15 What is NewRocket, and what do they offer? 06:52 Extensive Disney or Starbucks experience 09:31 Key players in breaking down barriers 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, send us an email to [email protected] omnystudio.com/listener for privacy information.

In this episode, we will discuss Citizen’s Service Solutions, which provides emergency and non-emergency support to citizens. Will Loving is the co-founder and the CEO of Servos. He focuses on implementing Citizen's Services Solutions on the ServiceNow customer workflow platform and leveraging his 30 years of SAP and other enterprise solutions implementation experience. 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: 05:42 How Servos enhances ServiceNow's offerings? 07:30 Various government projects and its experiences and benefits 13:20 Citizen-helping key players 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, send us an email at [email protected] omnystudio.com/listener for privacy information.

In this episode, we will discuss Customer Service Management, IVR, and KPIs that are really the key to customer service management. Steve Zirkel is a Global Vice-President of Customer Service Management, where he works on creating value through technology innovations. He provides us insights into the SaaS industry and many elements of customer service technology, including customer service and marketing solutions. 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. 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 e-mail to [email protected] See omnystudio.com/listener for privacy information.

In this episode, we will learn about Cask and discuss product management, process optimization, and development strategy from both the business and consulting perspectives. Kylie Harris is a Workplace Service Delivery Leader and a member of the ServiceNow exclusive partner Cask, where she focuses on improving employee experience in the connected workplace. 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: 04:35 ITSM integration 07:35 Opportunities while working at 7 Eleven 10:00 What is Cask? 12:03 Workplace service delivery practice 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, send us an email to [email protected]. See omnystudio.com/listener for privacy information.