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CSIA FOCUS
Working faster, better and simpler Simon Bowker is Director and Head of Customer Workflow Solutions in Australia and New Zealand for ServiceNow and is responsible for managing sales, strategy and customer success for ServiceNow’s Customer Workflow and Industry Solutions. Here we talk with him about the customer experience, managing expectations and some of the key trends in those areas.
ServiceNow is renowned for providing a ‘next generation’ customer experience. Explain how the revolutionary ‘Now’ platform has assisted customers on their digital journey. Behind every great customer experience are several processes. The Now platform digitises siloed processes – connecting teams and automating systems so that work flows more effectively through an organisations. This enables our customers to harness the power of their whole company to serve their customers with great experiences, rather than getting stuck in organisational silos,
delayed by different departments, or slowed down by manual processes.
How has ServiceNow consistently been able to deliver outstanding customer service results? We help our customers by enabling them to provide a frictionless experience. Our research found that consumers are looking to get issues resolved as fast as possible. Where possible, people want to be able to automate the way they get services. Many of ServiceNow’s customers have been able to automate over half of the requests they
