How COVID-19 is accelerating remote working and automation in the call center industry
The death of call centers is greatly exaggerated. But they are changing.
Customer service management
COVID means customers need ServiceNow's tech more than ever, says CEO McDermott
ServiceNow passes the $4 billion annual run rate mark as COVID-19 focuses C-Suite digital intentions.
CDC advice - re-opening your service organization
The CDC has offered advice on safe re-opening after the COVID-19 pandemic. Joe Kenny from ServiceMax explores what this means for service organizations
Interview - ServiceNow’s new EMEA chief Paul Smith on seizing the COVID-19 opportunity
Paul Smith was previously Salesforce’s UK General Manager, but is now working to help take ServiceNow from $4bn to $10bn in revenues.
BioTek boosts knowledge sharing and speeds up technical support with ServiceMax’s Zinc
Medical device manufacturer BioTek rolled out ServiceMax owned collaboration platform Zinc as an experiment, but has since found a number of beneficial use cases.
The role of service in the Experience Economy
In the Experience Economy, customer service means more than fixing what's broken. Coen Jeukens of ServiceMax explores what this means for service organizations
Samsung UK & Ireland accelerates customer video support to beat lockdown
Use of online one-way video chat has proven such a success, Samsung’s online team see it as being a big part of support going forward
Google Solving Together – Generali and the pursuit of digital data democratisation
Italian insurance company Generali has some ambitious business transformation ambitions with digital at their heart.
CEO Bill McDermott - ‘ServiceNow will be the defining enterprise software company of the 21st Century’
Bill McDermott argues that ServiceNow is ready to take advantage of the ‘workflow revolution’ in the enterprise.
Salesforce Q1 FY2021 - beats revenue estimates but trims full year guidance
Salesforce Marc Benioff was in upbeat mood despite big write offs in Q1 FY2021 and a light forecast for the remainder of the year.
How to achieve asset centricity - and why it matters
Asset centricity, in which an asset is tracked throughout its lifecycle, is core to efficient modern service management, writes Coen Jeukens from ServiceMax
How knowledge platform Guru is helping Shopify embrace remote working
Shopify's embrace of remote working began as long as five years ago in its customer support function
ServiceNow expands employee safety and well-being services to help the C-Suite manage return to workplaces
We speak to Blake McConnell, ServiceNow’s SVP Employee Workflow Products, about how employee safety and health is top of mind for companies grappling with the COVID-19 pandemic.
