Customer Service Management (CSM)

Customer Service Managers, Process Analysts, Center of Excellence teams, and more are invited to learn how to uncover insights from Sales Order Management (SOM) processes using ServiceNow Process Mining. In this session, the Process Mining product team will cover the fundamentals, outline the steps to mine SOM data, share key use cases and best practices, and answer your questions live.

Great customer experiences don’t happen in isolation, they require seamless coordination across the organization, yet businesses struggle with disconnected systems, inefficient workflows, and high agent turnover.

By integrating Contact Center as a Service (CCaaS) with ServiceNow CRM, organizations can enable functional self-service, unify agent workspaces with AI-driven guidance, and seamlessly connect front-middle-back-office operations. This approach accelerates resolution, boosts productivity, streamlines operations, and enhances every CX touchpoint.

Join product managers Navya Pandiri and Prithvi Yoganand in this live webinar to learn about the benefits of these innovations, view short demonstrations, get your questions answered, and explore the transformative impact of a connected service ecosystem.

Discover CRM AI Academy, our recurring webinar series designed to help you unlock the full potential of ServiceNow's Now Assist for Customer Service Management (CSM). Each session delivers practical guidance on implementation best practices, configuration methodologies, and strategies for measuring value, while also spotlighting the latest product innovations and AI capabilities. Through expert-led presentations and live demos, you'll gain actionable insights into how generative AI and AI agents can enhance efficiency, improve customer experiences, and deliver measurable business outcomes. Our goal is to equip you with the knowledge and tools to confidently scale AI adoption within your organization. Join us to stay ahead of the curve and ensure your CRM AI journey drives maximum impact and success.

Many governments are under increasing pressure to deliver grants efficiently and transparently, but outdated systems and manual processes create extra work and less transparency. Join the PSDS Product Team for Part 1 in a multipart series on Grants Management. Learn how our packaged solution simplifies program setup, streamlines proposal processing, drives fairness with consistent scoring, speeds up approvals, and more. By the session’s end, you’ll understand how our solution can be used to reduce processing times, increase transparency, and drive program success.

Agenda:

 – Intro

 – Solution overview and key capabilities available today

 – Live Demos

 – Q&A

Customer service leaders are under pressure to deliver faster resolutions, higher satisfaction, and lower operational costs – all while navigating increasing complexity across support channels, teams, and systems. Process Mining for Customer Service gives organizations the visibility they need to understand how service processes truly run, identify inefficiencies, and drive measurable improvements.

Join Inioluwa, Fernando, and Damian from ServiceNow alongside Milena Arevalo from Blackhawk to learn more about:

• The role of Process Mining in driving transformation across the customer service value chain
• How Blackhawk used Process Mining to uncover key inefficiencies and implement targeted solutions
• Solution overview and new capabilities for customer service teams
• Live demo
• Q&A

Join us for an exciting webinar to discover the latest innovations in Customer Service Management and Now Assist for CSM (AI) in the Zurich family and Q3 releases. This session will cover new capabilities for the front office, customer experience, agent experience, and Now Assist.

During the webinar, we will introduce new capabilities for capabilities for Now Assist for CSM, Contact Center, Case Management, CSM Configurable Workspace and data foundation. Don’t miss this opportunity to engage with the Customer Service Management product management team. This webinar is open to both customers and partners, and you will:

• Learn about the latest capabilities in Zurich
• Experience short product demonstrations
• Participate in a Q&A session

Unlock the full potential of your sales and fulfillment operations with ServiceNow’s powerful Sales and Order Management solutions. From pre–sales engagement to renewals and post–sales support, optimize every step of the customer lifecycle–including quoting, order capture, and service delivery. Join our interactive webinar to explore key features like Sales Forecasting, Configure Price Quote (CPQ), and Self–Service tools. See how ServiceNow helps accelerate product launches, increase revenue, and create a seamless, end–to–end customer experience.

Agenda:

 – Overview of new Sales and Order Management features

 – Demos

 – Q&A