Customer Connection
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.
Episodes
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,...
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 ide...
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.&nbs...
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 ...
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 a...
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 Custome...
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 Ser...
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 D...
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...
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.
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 ...
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 joine...
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 capa...
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 ...
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...
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 Service...
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 segregat...
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 implementa...
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...
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 adopt...
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