Exceeding Customer Expectations with Proactive Service
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Presented by Omid Razavi, Global Head of Product Success, and Arnfinn Autefjord, Director of Product Strategy, at ServiceNow. Shared at Customer Success Summit 2018, Track 2. Customer Success and Customer Service should be seamlessly integrated to enable proactive and value-added engagement. ServiceNow is leading the way with the latest partnership with Totango. Think past tickets and move to increasing customer value and growth.
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Exceeding Customer Expectations with Proactive Service
- 2. Your Speakers Arnfinn Austefjord Director of Product Strategy Customer Service Management 20 years driving Customer Services Transformation Omid Razavi Head of Product Success Customer Service Management 20+ years leading Customer Services and Success
- 3. Changing Customer Expectations Know me! & know your stuff too Organize around my experience! Meet me where I am!
- 4. ServiceNow Customer Service Management E F F O R T L E S S A u t o m a t e a n d p e r s o n a l i z e s e l f - s e r v i c e C O N N E C T E D A s s i g n a n d r e s o l v e i s s u e s P R O AC T I V E M o n i t o r a n d p r e v e n t i s s u e s
- 6. Customer Value Realization CustomerValue CustomerEffort Time to Value Agent Assist Self- Service Community Direct Touch Tech Touch Community Issue Automation Success Automation Risk Mitigation Issue Prevention Issue Elimination Risk Preemption Success Science Customer Success Customer Service
- 7. Customer success is a team sport • Customer Service is a key partner in achieving customer success • Reducing customer effort and time to value are keys to customer service, and together with business outcome keys to customer success too! • Proactive and predictive (with AI & ML) services reduce reduce customer effort and time to value • Success leaders need to build culture, goals, process and metrics focused on the customer, encompassing all of services, sales, marketing and the entire organization. • Technology plays a big part in today’s customer success. It is a competitive differentiator that positively impacts both the customer’s and employee’s experiences to achieve their outcomes.
- 8. Thank you!
Editor's Notes
- We’re pushing forward to better communication, better collaboration, better understanding of each other, and, ultimately, a better world.