Podcast appearances and mentions of jerry campbell

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, inclusivity, and lifelong learning, embodying his motto: "Always be learning, always be coachable." He’s actively involved in social and professional initiatives, serving on advisory boards such as Covenant House and the Hispanic IT Executive Council, and was named to the High Tech 100 in 2019. He also earned the title of Gender Equality Superhero by Fairygodboss. The Customer Connection Podcast helps you learn about the implementation and adoption of the ServiceNow platform. This show is led by Jerry Campbell, Customer Experience Expert and Director of Customer Creator & Workflows-Leading Practices, along with Shanna Grier, Portfolio Manager.Key highlights of the episode: 10:00 - Tony shares his vision for the Customer Excellence group at ServiceNow, emphasizing the importance of maintaining a strong, value-driven culture as the company scales from $10 to $30 billion. 14:10 - Tony emphasized evolving ServiceNow’s impact strategy to become an extension of the customer’s team, fostering deeper partnerships and trust through in-person interactions and genuine support. 18:20 - Tony emphasized the importance of customer feedback from all perspectives in refining ServiceNow’s impact strategy. 23:50 - Tony envisions leveraging 21 years of platform data and generative AI to provide proactive insights that guide customers in optimizing their usage and anticipating challenges. To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send an email to customerconnection@servicenow.com.See omnystudio.com/listener for privacy information.

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, inclusivity, and lifelong learning, embodying his motto: "Always be learning, always be coachable." He’s actively involved in social and professional initiatives, serving on advisory boards such as Covenant House and the Hispanic IT Executive Council, and was named to the High Tech 100 in 2019. He also earned the title of Gender Equality Superhero by Fairygodboss. The Customer Connection Podcast helps you learn about the implementation and adoption of the ServiceNow platform. This show is led by Jerry Campbell, Customer Experience Expert and Director of Customer Creator & Workflows-Leading Practices, along with Shanna Grier, Portfolio Manager.Key highlights of the episode: 10:00 - Tony shares his vision for the Customer Excellence group at ServiceNow, emphasizing the importance of maintaining a strong, value-driven culture as the company scales from $10 to $30 billion. 14:10 - Tony emphasized evolving ServiceNow’s impact strategy to become an extension of the customer’s team, fostering deeper partnerships and trust through in-person interactions and genuine support. 18:20 - Tony emphasized the importance of customer feedback from all perspectives in refining ServiceNow’s impact strategy. 23:50 - Tony envisions leveraging 21 years of platform data and generative AI to provide proactive insights that guide customers in optimizing their usage and anticipating challenges. To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send an email to customerconnection@servicenow.com.See omnystudio.com/listener for privacy information.

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 identify bottlenecks, inefficiencies, and optimization opportunities. The Customer Connection Podcast helps you learn about the implementation and adoption of the ServiceNow platform. This show is led by Jerry Campbell, Customer Experience Expert and Director of Customer Creator & Workflows-Leading Practices, along with Shanna Grier, Portfolio Manager. Key highlights of the episode: 08:15 - What is process mining and how it helps organizations identify inefficiencies and bottlenecks? 11:15 - How does process mining help organizations improve operational efficiency? 19:10 - The advantages of ServiceNow's in-platform process mining. To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send an email to customerconnection@servicenow.com. See omnystudio.com/listener for privacy information.

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 identify bottlenecks, inefficiencies, and optimization opportunities. The Customer Connection Podcast helps you learn about the implementation and adoption of the ServiceNow platform. This show is led by Jerry Campbell, Customer Experience Expert and Director of Customer Creator & Workflows-Leading Practices, along with Shanna Grier, Portfolio Manager. Key highlights of the episode: 08:15 - What is process mining and how it helps organizations identify inefficiencies and bottlenecks? 11:15 - How does process mining help organizations improve operational efficiency? 19:10 - The advantages of ServiceNow's in-platform process mining. To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send an email to customerconnection@servicenow.com. See omnystudio.com/listener for privacy information.

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. Beyond her professional achievements, Monica is the founder of Women Who Transform, an initiative aimed at uplifting women in technology through mentorship, workshops, and networking. The Customer Connection Podcast helps you explore the implementation and adoption of the ServiceNow platform. This show is led by Customer Experience Expert and Director of Customer Creator and Workflows-Leading Practices, Jerry Campbell, and Portfolio Manager Shanna Grier. Key highlights of the episode: 3:40 - Monica shares her childhood passion for traveling and how it shaped her curiosity about different cultures and human connections. 9:50 - Insights into Volteo’s NextGen Program, which trains individuals with no prior ServiceNow experience to address the talent scarcity in the ecosystem. 11:11 - How ServiceNow’s Impact Accelerators helped improve a customer’s CMDB health and guided another customer through a smooth platform upgrade. 13:31 - Monica discusses the rising importance of AI in digital transformation and how Volteo is leveraging it to automate processes and drive productivity. 15:30 - The Volteo-ServiceNow partnership: how it combines vertical expertise and platform innovations to deliver value and optimize customer outcomes. To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send an email to customerconnection@servicenow.com See omnystudio.com/listener for privacy information.

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. Beyond her professional achievements, Monica is the founder of Women Who Transform, an initiative aimed at uplifting women in technology through mentorship, workshops, and networking. The Customer Connection Podcast helps you explore the implementation and adoption of the ServiceNow platform. This show is led by Customer Experience Expert and Director of Customer Creator and Workflows-Leading Practices, Jerry Campbell, and Portfolio Manager Shanna Grier. Key highlights of the episode: 3:40 - Monica shares her childhood passion for traveling and how it shaped her curiosity about different cultures and human connections. 9:50 - Insights into Volteo’s NextGen Program, which trains individuals with no prior ServiceNow experience to address the talent scarcity in the ecosystem. 11:11 - How ServiceNow’s Impact Accelerators helped improve a customer’s CMDB health and guided another customer through a smooth platform upgrade. 13:31 - Monica discusses the rising importance of AI in digital transformation and how Volteo is leveraging it to automate processes and drive productivity. 15:30 - The Volteo-ServiceNow partnership: how it combines vertical expertise and platform innovations to deliver value and optimize customer outcomes. To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send an email to customerconnection@servicenow.com See omnystudio.com/listener for privacy information.

Hear how Susan Skarsgard built her career from calligraphy to founding the GM Design Archive, blending art, design, and education to leave her mark on both the art and automotive worlds._______Support this podcast with a small donation: Buy Me A CoffeeThis show is powered by Nice PeopleJoin this podcast and the Patreon community: patreon.com/womendesignersyoushouldknowHave a 1:1 mentor call with Amber Asay: intro.co/amberasay About SusanSusan Skarsgard (b. 1954) is a designer, artist, and author whose career bridges the worlds of fine art and industrial design. With roots in Detroit, Susan's passion for calligraphy led her to study under Austrian master calligrapher Friedrich Neugebauer and to apprentice with legendary Detroit lettering master Jerry Campbell. Under Campbells' tutelage, she designed logos and lettering for advertising and automotive clients before ultimately joining General Motors Design in 1995. She earned her MFA from the University of Michigan in 2004. At GM, she initially applied her skills to emblem and nameplate design for cars and trucks, but her most lasting legacy was founding the department GM Design Archive & Special Collections, which is the official repository for the history of design at General Motors. Susan is also the author of Where Today Meets Tomorrow, the definitive book on the history of the iconic GM Technical Center designed by Eero Saarinen.Her journey as a woman navigating a male-dominated industry, along with her stunning work in calligraphy and book arts, is truly inspiring.    ____View all the visually rich 1-min reels of each woman on IG below:Instagram: Amber AsayInstagram: Women Designers Pod

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 years. He holds his bachelor's degree from Boston College and an MBA from the University of Maryland. Welcome to the show.  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 Customer Creator, and Workflows-Leading Practices, Jerry Campbell, and Portfolio Manager Sohail Ali  Key highlights of the episode:   6:58 - Guillaume shares an incident about his personal experience with customer service  14:45 - How ServiceNow helped 3CLogic efficiently resolve complex customer service issues?  20:22 - How AI comes into the equation to improve customer experience, both for the customer and probably at the agent interface?  24:20 - How 3CLogic and ServiceNow are trying to better optimize AI to effortlessly solve customer problems faster?See omnystudio.com/listener for privacy information.

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 years. He holds his bachelor's degree from Boston College and an MBA from the University of Maryland. Welcome to the show.  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 Customer Creator, and Workflows-Leading Practices, Jerry Campbell, and Portfolio Manager Sohail Ali  Key highlights of the episode:   6:58 - Guillaume shares an incident about his personal experience with customer service  14:45 - How ServiceNow helped 3CLogic efficiently resolve complex customer service issues?  20:22 - How AI comes into the equation to improve customer experience, both for the customer and probably at the agent interface?  24:20 - How 3CLogic and ServiceNow are trying to better optimize AI to effortlessly solve customer problems faster?See omnystudio.com/listener for privacy information.

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 Customer Creator, and Workflows-Leading Practices, Jerry Campbell, and Portfolio Manager Shanna Grier.   Key highlights of the Episode: 08:05- What is the Citizen Developer Program? 09:45 - What skills do you need to get started with the Citizen Developer Program? 11:02 - How does ServiceNow's app engine differ from other low-code systems and how does it help customers? 16:10 - What are the top priorities and business objectives for customers implementing the Citizen Developer Program? 17:51 - What role does Generative AI play with the Citizen Developer Program?   To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send us an email at customerconnection@servicenow.comSee omnystudio.com/listener for privacy information.

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 Customer Creator, and Workflows-Leading Practices, Jerry Campbell, and Portfolio Manager Shanna Grier.   Key highlights of the Episode: 08:05- What is the Citizen Developer Program? 09:45 - What skills do you need to get started with the Citizen Developer Program? 11:02 - How does ServiceNow's app engine differ from other low-code systems and how does it help customers? 16:10 - What are the top priorities and business objectives for customers implementing the Citizen Developer Program? 17:51 - What role does Generative AI play with the Citizen Developer Program?   To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send us an email at customerconnection@servicenow.comSee omnystudio.com/listener for privacy information.

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 ServiceNow platform. This show is led by a Customer Experience Expert and  Director of Customer Creator, and Workflows-Leading Practices, Jerry Campbell, and Portfolio Manager Shanna Grier.   Key highlights of the Episode: 17:12 - What ServiceNow products did you implement and what were the business problems or objectives you were trying to solve?20:47 - How did you accomplish your implementation and was it self implementation with your own developers? Do you co-delivery with ServiceNow or partner implementor? 23:54 - What other tech stacks did you bring along, incorporate alongside ServiceNow and how well did these systems integrate in getting to where you needed to be for your business?   To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send us an email at customerconnection@servicenow.comSee omnystudio.com/listener for privacy information.

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 ServiceNow platform. This show is led by a Customer Experience Expert and  Director of Customer Creator, and Workflows-Leading Practices, Jerry Campbell, and Portfolio Manager Shanna Grier.   Key highlights of the Episode: 17:12 - What ServiceNow products did you implement and what were the business problems or objectives you were trying to solve?20:47 - How did you accomplish your implementation and was it self implementation with your own developers? Do you co-delivery with ServiceNow or partner implementor? 23:54 - What other tech stacks did you bring along, incorporate alongside ServiceNow and how well did these systems integrate in getting to where you needed to be for your business?   To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send us an email at customerconnection@servicenow.comSee omnystudio.com/listener for privacy information.

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  Director of Customer Creator, and Workflows-Leading Practices, Jerry Campbell, and Portfolio Manager Shanna Grier.   Key highlights of the Episode: 07:15 - How the GenAI was born into ServiceNow world? 09:32 - How has the AI been instrumental in enhancing the user experience within the ServiceNow platform and what innovations do you think we can expect in the future? 13:32 - How does ServiceNow address data security and privacy concerns while leveraging AI to drive efficiency and productivity? 19:46 - As AI technology evolves rapidly, how does ServiceNow stay at the forefront of AI innovations to continue delivering value to its customers? 22:03 - How do you think the increasing integration of AI into our daily lives will shape our understanding of creativity, innovation, and the very essence of being human? 24:41 - How do we really align, and what models do we pick up and teach that will help benefit our, ServiceNow customers and align to their values of the ServiceNow customer?   To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send us an email at customerconnection@servicenow.comSee omnystudio.com/listener for privacy information.

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  Director of Customer Creator, and Workflows-Leading Practices, Jerry Campbell, and Portfolio Manager Shanna Grier.   Key highlights of the Episode: 07:15 - How the GenAI was born into ServiceNow world? 09:32 - How has the AI been instrumental in enhancing the user experience within the ServiceNow platform and what innovations do you think we can expect in the future? 13:32 - How does ServiceNow address data security and privacy concerns while leveraging AI to drive efficiency and productivity? 19:46 - As AI technology evolves rapidly, how does ServiceNow stay at the forefront of AI innovations to continue delivering value to its customers? 22:03 - How do you think the increasing integration of AI into our daily lives will shape our understanding of creativity, innovation, and the very essence of being human? 24:41 - How do we really align, and what models do we pick up and teach that will help benefit our, ServiceNow customers and align to their values of the ServiceNow customer?   To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send us an email at customerconnection@servicenow.comSee omnystudio.com/listener for privacy information.

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 implementation and adoption of the ServiceNow platform. This show is led by a Customer Experience Expert and  Director of Customer, Creator, and Workflows-Leading Practices, Jerry Campbell, and Portfolio Manager Shanna Grier.  Key highlights of the Episode:   08:21 What is ServiceNow Vault?  11:40 How does ServiceNow adapt and improve the Vault's security?  14:25 How does ServiceNow integrate with Identity Access Management?    To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send us an email at customerconnection@servicenow.com  See omnystudio.com/listener for privacy information.

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 implementation and adoption of the ServiceNow platform. This show is led by a Customer Experience Expert and  Director of Customer, Creator, and Workflows-Leading Practices, Jerry Campbell, and Portfolio Manager Shanna Grier.  Key highlights of the Episode:   08:21 What is ServiceNow Vault?  11:40 How does ServiceNow adapt and improve the Vault's security?  14:25 How does ServiceNow integrate with Identity Access Management?    To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send us an email at customerconnection@servicenow.com  See omnystudio.com/listener for privacy information.

LSG Texas High School Football Coaches Show Season 06 - Episode 03 The AUTHORITY on Texas High School Football! ™ Chris Doelle sits down with the Jerry Campbell who coached at Chico State,  Boulder (CO), Butte College, Western State College, Cal State Northridge,  Pasadena South Houston, Texas A&M Kingsville, Orland (CA), Donna, Edinburg North, Fort Worth […]

LSG Texas High School Football Coaches Show Season 06 - Episode 03 The AUTHORITY on Texas High School Football! ™ Chris Doelle sits down with the Jerry Campbell who coached at Chico State,  Boulder (CO), Butte College, Western State College, Cal State Northridge,  Pasadena South Houston, Texas A&M Kingsville, Orland (CA), Donna, Edinburg North, Fort Worth […]

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 with Fujitsu for close to 16 years. 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 Customer Workflow, Jerry Campbell, and the Portfolio Managers, Gareth Millwood, Rozmin Parpia, and Nick Derbawka. Key highlights of the Episode: 04:30 Fujitsu FSM offering. 10:45 How FlexForce differentiates itself from ServiceNow. 18:18 Workload management and optimization.   To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send us an email at cutomerconnection@servicenow.com.See omnystudio.com/listener for privacy information.

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 with Fujitsu for close to 16 years. 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 Customer Workflow, Jerry Campbell, and the Portfolio Managers, Gareth Millwood, Rozmin Parpia, and Nick Derbawka. Key highlights of the Episode: 04:30 Fujitsu FSM offering. 10:45 How FlexForce differentiates itself from ServiceNow. 18:18 Workload management and optimization.   To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send us an email at cutomerconnection@servicenow.com.See omnystudio.com/listener for privacy information.

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 joined by Beau Gibbs and Joey Punneo. Beau Gibbs is the Executive Vice President of Evora IT. He has worked in the technology solutions field for close to 7 years. Joey Punneo is currently working as a Solutions Architect at Ness Digital Engineering, a ServiceNow Practice. He has worked with companies like Aptris, Capgemini, Seagate Technology, and more for a combined experience of over 17 years. 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 Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood, Rozmin Parpia, and Nick Derbawka.   Key highlights of the Episode: 07:08 Evora IT offerings. 16:57 Lift and shift mentality for customers. 18:10 Field Service Management structure.   To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send us an email at cutomerconnection@servicenow.com.See omnystudio.com/listener for privacy information.

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 joined by Beau Gibbs and Joey Punneo. Beau Gibbs is the Executive Vice President of Evora IT. He has worked in the technology solutions field for close to 7 years. Joey Punneo is currently working as a Solutions Architect at Ness Digital Engineering, a ServiceNow Practice. He has worked with companies like Aptris, Capgemini, Seagate Technology, and more for a combined experience of over 17 years. 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 Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood, Rozmin Parpia, and Nick Derbawka.   Key highlights of the Episode: 07:08 Evora IT offerings. 16:57 Lift and shift mentality for customers. 18:10 Field Service Management structure.   To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send us an email at cutomerconnection@servicenow.com.See omnystudio.com/listener for privacy information.

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 capacities, including telecommunications, data centers, and endpoints. 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 Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood and Nick Derbawka.   Key highlights of the Episode: 03:32 Public sector digital transformation in South Dakota and expected outcomes. 09:52 Unrealized outcomes of value on implementation. 12:28 The single most important thing for potential customers.   To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send us an email at cutomerconnection@servicenow.com.See omnystudio.com/listener for privacy information.

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 capacities, including telecommunications, data centers, and endpoints. 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 Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood and Nick Derbawka.   Key highlights of the Episode: 03:32 Public sector digital transformation in South Dakota and expected outcomes. 09:52 Unrealized outcomes of value on implementation. 12:28 The single most important thing for potential customers.   To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send us an email at cutomerconnection@servicenow.com.See omnystudio.com/listener for privacy information.

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 since November 2021 and is the author of the best-selling and award-winning book, The Transition Mission.   Javier Chen is a US Navy Veteran who has worked with ServiceNow since August of 2018 and is currently the Senior Technical Recruiter and Staffing Representative.   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 Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood, Rozmin Parpia, and Nick Derbawka.See omnystudio.com/listener for privacy information.

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 since November 2021 and is the author of the best-selling and award-winning book, The Transition Mission.   Javier Chen is a US Navy Veteran who has worked with ServiceNow since August of 2018 and is currently the Senior Technical Recruiter and Staffing Representative.   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 Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood, Rozmin Parpia, and Nick Derbawka.See omnystudio.com/listener for privacy information.

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 the ServiceNow platform. 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 Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood and Nick Derbawka.   Key highlights of the Episode: 05:33 Providing value to our customers and partners 06:21 User Experience (UX) plays an important role 07:53 Introducing user-centric design for ServiceNow customers   To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send us an email at cutomerconnection@servicenow.com.See omnystudio.com/listener for privacy information.

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 the ServiceNow platform. 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 Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood and Nick Derbawka.   Key highlights of the Episode: 05:33 Providing value to our customers and partners 06:21 User Experience (UX) plays an important role 07:53 Introducing user-centric design for ServiceNow customers   To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send us an email at cutomerconnection@servicenow.com.See omnystudio.com/listener for privacy information.

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 ServiceNow. 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 Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood and Nick Derbawka. Key highlights of the Episode: 03:21 Best team-building activity. 04:10 Key differentiators for ServiceNow versus cloud-based software. 10:47 How can ServiceNow customers maximize the use of the platform?   To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send us an email at cutomerconnection@servicenow.com.See omnystudio.com/listener for privacy information.

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 ServiceNow. 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 Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood and Nick Derbawka. Key highlights of the Episode: 03:21 Best team-building activity. 04:10 Key differentiators for ServiceNow versus cloud-based software. 10:47 How can ServiceNow customers maximize the use of the platform?   To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send us an email at cutomerconnection@servicenow.com.See omnystudio.com/listener for privacy information.

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 segregation. 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 Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood and Nick Derbawka. Key highlights of the Episode: 03:15 What is NewRocket, and what do they offer? 06:52 Extensive Disney or Starbucks experience 09:31 Key players in breaking down barriers   To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, send us an email to customerconnection@servicenow.comSee omnystudio.com/listener for privacy information.

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 segregation. 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 Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood and Nick Derbawka. Key highlights of the Episode: 03:15 What is NewRocket, and what do they offer? 06:52 Extensive Disney or Starbucks experience 09:31 Key players in breaking down barriers   To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, send us an email to customerconnection@servicenow.comSee omnystudio.com/listener for privacy information.

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 implementation and adoption of the ServiceNow platform. This show is led by a Customer Experience Expert and Director of Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood and Nick Derbawka.   Key highlights of the Episode: 05:42 How Servos enhances ServiceNow's offerings? 07:30 Various government projects and its experiences and benefits 13:20 Citizen-helping key players   To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, send us an email at cutomerconnection@servicenow.comSee omnystudio.com/listener for privacy information.

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 implementation and adoption of the ServiceNow platform. This show is led by a Customer Experience Expert and Director of Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood and Nick Derbawka.   Key highlights of the Episode: 05:42 How Servos enhances ServiceNow's offerings? 07:30 Various government projects and its experiences and benefits 13:20 Citizen-helping key players   To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, send us an email at cutomerconnection@servicenow.comSee omnystudio.com/listener for privacy information.

  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 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 Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood and Nick Derbawka.    To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send us an e-mail to customerconnection@servicenow.com See omnystudio.com/listener for privacy information.

  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 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 Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood and Nick Derbawka.    To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send us an e-mail to customerconnection@servicenow.com See omnystudio.com/listener for privacy information.

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 adoption of the ServiceNow platform. This show is led by a Customer Experience Expert and Director of Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood and Nick Derbawka.   Key highlights of the Episode: 04:35 ITSM integration 07:35 Opportunities while working at 7 Eleven 10:00 What is Cask? 12:03 Workplace service delivery practice   To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, send us an email to cutomerconnection@servicenow.com.  See omnystudio.com/listener for privacy information.

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 adoption of the ServiceNow platform. This show is led by a Customer Experience Expert and Director of Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood and Nick Derbawka.   Key highlights of the Episode: 04:35 ITSM integration 07:35 Opportunities while working at 7 Eleven 10:00 What is Cask? 12:03 Workplace service delivery practice   To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, send us an email to cutomerconnection@servicenow.com.  See omnystudio.com/listener for privacy information.

Tim Cates talks with Jerry Campbell about his 50 years of coaching football at the high school and college levels. Jerry has written 47 books about football and the various offensive and defensive philosophies. Jerry is also an adjunct professor for the Masters in Coaching and Athletics Administration Program.

In this episode, we discuss the role IVR can play in simplifying entrepreneurial processes. Denis Seynhaeve is the chairman and CEO of ServiceNow innovation partner 3CLogic. He shares his insights and discusses features of IVR that can prove helpful to entrepreneurs. 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 Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood and Nick Derbawka. Key highlights of the Episode: 04:36 What 3CLogic is and how it can benefit customers. 07:17 Partnership between ServiceNow and 3CLogic 08:46 Why voice is important for ServiceNow customers 14:53 What exactly is an IVR? To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, send us an email at cutomerconnection@servicenow.comSee omnystudio.com/listener for privacy information.

In this episode, we discuss the role IVR can play in simplifying entrepreneurial processes. Denis Seynhaeve is the chairman and CEO of ServiceNow innovation partner 3CLogic. He shares his insights and discusses features of IVR that can prove helpful to entrepreneurs. 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 Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood and Nick Derbawka. Key highlights of the Episode: 04:36 What 3CLogic is and how it can benefit customers. 07:17 Partnership between ServiceNow and 3CLogic 08:46 Why voice is important for ServiceNow customers 14:53 What exactly is an IVR? To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, send us an email at cutomerconnection@servicenow.comSee omnystudio.com/listener for privacy information.

In this episode, we will discuss how Now Learning's courses and certification programs can help you build your expertise and advance your career. Amanda Johnson, a member of the ServiceNow Training and Certification Organization and Master Technical Curriculum Developer, provides us with insights into every phase of certification and training. 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 Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood and Nick Derbawka. Key highlights of the Episode: 04:20 Importance of the training and certification 08:14 How to structure and design your training 10:31 What point is training effective for the customer To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, send us an email at cutomerconnection@servicenow.com.  See omnystudio.com/listener for privacy information.

In this episode, we will discuss how Now Learning's courses and certification programs can help you build your expertise and advance your career. Amanda Johnson, a member of the ServiceNow Training and Certification Organization and Master Technical Curriculum Developer, provides us with insights into every phase of certification and training. 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 Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood and Nick Derbawka. Key highlights of the Episode: 04:20 Importance of the training and certification 08:14 How to structure and design your training 10:31 What point is training effective for the customer To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, send us an email at cutomerconnection@servicenow.com.  See omnystudio.com/listener for privacy information.

In this episode, Mari Gottlieb and Angie Campos, experts in the Financial Services industry, are at the forefront of innovation by working on ServiceNow's newest industry products.      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 Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood and Nick Derbawka.      Key highlights of the Episode:    10:56 – WOW, your customers   13:27 - Now platform's most significant selling point   15:40 - Best tip for consistent content consumption   16:53 - Leading practice implementation strategy      To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send us an email at customerconnection@servicenow.com.  See omnystudio.com/listener for privacy information.

In this episode, Mari Gottlieb and Angie Campos, experts in the Financial Services industry, are at the forefront of innovation by working on ServiceNow's newest industry products.      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 Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood and Nick Derbawka.      Key highlights of the Episode:    10:56 – WOW, your customers   13:27 - Now platform's most significant selling point   15:40 - Best tip for consistent content consumption   16:53 - Leading practice implementation strategy      To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send us an email at customerconnection@servicenow.com.  See omnystudio.com/listener for privacy information.

Whitney Anderson, a customer care vendor manager, and Terrance Pleasant, a CX project manager, talk to us about the overall implementation process of ServiceNow's Customer Service Module (CSM).    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 Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood and Nick Derbawka.    Key highlights of the Episode:  06:56 - ServiceNow CSM implementation  10:20 - The Medallia integration and its customization  13:41 - The customer service portal and 3CLogic implementations  18:39 - Instant wins after the implementation    To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send us an email at customerconnection@servicenow.com.  See omnystudio.com/listener for privacy information.

Whitney Anderson, a customer care vendor manager, and Terrance Pleasant, a CX project manager, talk to us about the overall implementation process of ServiceNow’s Customer Service Module (CSM). 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 Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood and Nick Derbawka. Key highlights of the Episode:  06:56 - ServiceNow CSM implementation 10:20 - The Medallia integration and its customization 13:41 - The customer service portal and 3CLogic implementations 18:39 - Instant wins after the implementation To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send us an email at customerconnection@servicenow.com. See omnystudio.com/listener for privacy information.

In this episode, we bring experiences from Maik Skoddow, a 2022 ServiceNow Community MVP, who has answered 7500 questions on the ServiceNow Community and has helped many solve their implementation challenges. Maik shares his experience on why implementors should leverage the ServiceNow community and how they can make the best use of it to get the solutions quickly. He also explains getting involved with the Now Community, his process around creating knowledge source documents, and how someone can get started with the community today.    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 Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood and Nick Derbawka.     Key highlights of the Episode:    05:11 - Maik's approach to working with ServiceNow developers    06:34 - The Idea behind the knowledge source document   08:21 - The importance of the knowledge source document   09:28 - The Content Creation Process     To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send us an email at customerconnection@servicenow.com.   See omnystudio.com/listener for privacy information.

In this episode, we bring experiences from Maik Skoddow, a 2022 ServiceNow Community MVP, who has answered 7500 questions on the ServiceNow Community and has helped many solve their implementation challenges. Maik shares his experience on why implementors should leverage the ServiceNow community and how they can make the best use of it to get the solutions quickly. He also explains getting involved with the Now Community, his process around creating knowledge source documents, and how someone can get started with the community today.   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 Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood and Nick Derbawka. Key highlights of the Episode:  05:11 - Maik's approach to working with ServiceNow developers  06:34 - The Idea behind the knowledge source document 08:21 - The importance of the knowledge source document 09:28 - The Content Creation Process To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send us an email at customerconnection@servicenow.com. See omnystudio.com/listener for privacy information.

This podcast episode provides profound insights into ServiceNow implementations in process and risk management and ingeniously architecture to cater to business needs.   David Farrell, Director of leading practices for technology workflows, shares his experience with ServiceNow Implementation Partners to help their customers and partners deliver successful implementations and get to value fast by publishing specific process guides and other leading practice content.  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 Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood and Nick Derbawka.  Key highlights of the Episode:   00:44 - David's background and how he got into ServiceNow Workflows  07:26 - ServiceNow implementation journey  09:38 - Challenges in creating value for the customers  11:56 - Unique characteristics of Now Creates leading practice content     To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send us an email at cutomerconnection@servicenow.com.    See omnystudio.com/listener for privacy information.

This podcast episode provides profound insights into ServiceNow implementations in process and risk management and ingeniously architecture to cater to business needs.  David Farrell, Director of leading practices for technology workflows, shares his experience with ServiceNow Implementation Partners to help their customers and partners deliver successful implementations and get to value fast by publishing specific process guides and other leading practice content. 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 Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood and Nick Derbawka. Key highlights of the Episode:  00:44 - David’s background and how he got into ServiceNow Workflows 07:26 - ServiceNow implementation journey 09:38 - Challenges in creating value for the customers 11:56 - Unique characteristics of Now Creates leading practice content   To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send us an email at cutomerconnection@servicenow.com. See omnystudio.com/listener for privacy information.

In this episode, we will see how Now Create is helpful for every persona involved in the planning and delivery of a ServiceNow implementation project. Sandra Gagnon, Director of Content Production and Creator of the Now Create Methodology, provides us with insights into all touchpoints in the implementation journey. 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 Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood, and Nick Derbawka. See omnystudio.com/listener for privacy information.

In this episode, we will see how Now Create is helpful for every persona involved in the planning and delivery of a ServiceNow implementation project. Sandra Gagnon, Director of Content Production and Creator of the Now Create Methodology, provides us with insights into all touchpoints in the implementation journey. 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 Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood, and Nick Derbawka.See omnystudio.com/listener for privacy information.

Experience Design is crucial in delivering and driving value for ServiceNow Customers. Victor Chan, Product Success Architect, shares his experience with ServiceNow Implementation Partners to help them craft their own signature experience design and delight the customers in the first pass.  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 Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood and Nick Derbawka. Key highlights of the Episode:  03:09 - Victor's background and how he got into Product Management 05:08 - Delivering and driving value for ServiceNow Customers 06:48 - Experience Design at ServiceNow 09:54 - The biggest challenge with Experience Design 13:52 - One piece of advice for the Implementation Partners See omnystudio.com/listener for privacy information.

Experience Design is crucial in delivering and driving value for ServiceNow Customers. Victor Chan, Product Success Architect, shares his experience with ServiceNow Implementation Partners to help them craft their own signature experience design and delight the customers in the first pass. 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 Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood and Nick Derbawka. Key highlights of the Episode: 03:09 - Victor’s background and how he got into Product Management 05:08 - Delivering and driving value for ServiceNow Customers 06:48 - Experience Design at ServiceNow 09:54 - The biggest challenge with Experience Design 13:52 - One piece of advice for the Implementation PartnersSee omnystudio.com/listener for privacy information.

Jerry Campbell - Director, Customer Workflows-Leading Practices at ServiceNowWhere does the Customer Experience Start?Why is it important to involve your employees in the decision-making process to deliver great CX?What specifically should the employee be involved with? Should they have an input in technology selection, onboarding, operations, marketing? Where does it stop?Let's talk about Technology next. Why do most companies feel that technology is always the solution?What happens if the technology is too complex or not integrated correctly? What does that do to morale or productivity?What makes CX professionals agents of change? How is that different than other leaders in the organization?***ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletterFind me on TwitterFind me on LinkedIn***LISTENER SUPPORTSupport this show through Buy Me A Coffee***BOOK RECOMMENDATIONS:Learn about all the guests' book recommendations here: https://press1fornick.com/books/ BROUGHT TO YOU BY:VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ v★ Support this podcast on Patreon ★

Basic #1: Want to lead? Start by serving...Ever heard the saying “We rise by lifting others?” Servant leadership is a management philosophy founded by Robert Greenleaf who teaches that a leader's role is to serve. This is vastly different from traditional leadership where the main focus is the success of the company. A servant leader shares power; puts the needs of the employees first and develops their people for success.Servant leadership is a philosophy Jerry believes in strongly. “It means understanding what employees need and want to achieve, and then giving them tools and resources to meet (their own) performance expectations,” he explains. Another pillar of the philosophy is sharing power. Jerry shares that when starting out in any new role, he would take frontline staff or team leaders into his exec level meetings. “It's about sharing opportunities for creating and implementing new ideas across the business. This creates a culture where every voice is valued…”Basic #2: Want great customer experience? Work on your employee experienceTo Jerry, the most important thing a manager can focus on is their team.“Imagine you've had a bad day. And now you have to get on the phone and talk to a customer – and they're mad. You're not feeling good. How are you going to deliver in that kind of mindset? Now imagine your manager supports you and says ‘I understand, take a couple of minutes, get some coffee, just relax'...”Making sure they have the answers they need by the end of each day is Jerry's highest priority because at the end of the day, customer experience begins and ends with employee experience...“I know there will be emails from business partners and clients, but I make sure that I answer any kind of questions from my frontline employees, my supervisors, or my leaders – every day, no matter what.”Basic #3: Want to hold on tight to quality? You'll need to know when to let go!“When your new manager tells you that your team has a case backlog of four months – or over 40,000 cases – you might want to turn around and run…but there is another way. It's a big call, and some people in the business might question your tactics, but sometimes you just gotta let it go!” explains Jerry. And that's exactly what he did, announcing to his discouraged teams that “We're just going to forget those. We're going to refine our processes and we're going to get the right technology in place. We're not going to win any customer service points by bringing up old service complaints anyway!”Today, the team responds to most cases in the moment, in real time, something that wouldn't have happened if Jerry hadn't cleared a four month backlog for a fresh start.Basic #4: Want to build connections? Digital isn't (always) the answer...Jerry considers the most important attributes for frontline teams to be compassion, empathy and an ability to listen. “One of the industry's biggest challenges is how technology is being incorporated into customer experience,” believes Jerry, cautioning that companies who rely on technology alone are doomed to fail. “We all love to throw technology out there as the answer. But at the end of the day, customer experience is about humanity. It's about communication and connecting. It doesn't matter how we connect – through an email or text, or on the phone – it's about how you create real connection in the digital space and outside of it...”One of Jerry's favourite ‘connections' was how 7-eleven supported babies born on July 11th; or even 11 minutes past 7. Every year, the company would send packages to random families of babies born on that day; as well as core supplies to hospitals to keep new mums and nurses going – like onesies, gifts and a coffee bar for the nurses. “On one occasion, the company even pledged a college fund for one of those babies!”Basic #5: Want brand loyalty? Focus on quality, not quantity! To Jerry, building brand loyalty is simple: “You have to provide a service and meet the customer's expectations.” The complication comes when you consider that not all customers have the same expectation. So how do you set a bar – and how do you raise it so high that customers would have a 7-eleven themed wedding, for example? (Hint: Be sure to tune in to the podcast to hear the full story.)“It's got to be tailored to the individual. And that's what's hard about customer experience because everybody's expectations are different. You have to find the line between what's acceptable and not acceptable, and then make sure the experience you provide is always above the ‘acceptable' range.”Jerry also shares the infamous ‘2 hour 35 minute' call to Zappos story which exemplifies how using the right metrics can drive the right behaviours that build customer loyalty. In this case, tracking call quality, not quantity, but it's a great reminder of how frontline experience can be hindered without the right focus…“You need to cut through the red tape of financial gains metrics to prioritise customer experience. That builds loyalty and that's where you're going to build profitability.”Let's recap Jerry's top five customer service basics:Put your ego aside and practice ‘servant leadership'Work on providing an awesome employee experienceKnow when to start afresh with systems and processesMake building lasting connections on and offline a top priorityKeep your focus on customers; not metrics

Hey everybody... This week, Dodge and I are unpacking his conversation with Jerry Campbell. There will be wordplay, for sure, but also a review of the story of the lonely amygdala and its journey to find purpose through extreme sports. There's a reason Jerry has developed a reputation for being a therapist's therapist. We appreciate you joining us for a conversation on what that means this week. Thanks for doing the work... — Pete

Jerry Campbell offers a meditation designed to help you find a new connection to your body.

Hey everybody... it's Pete. Jerry Campbell is a Licensed Clinical Social Worker. He's been doing the work since 1975. In those early years, he worked in an agency, supervising therapists serving as head of therapy, a road that eventually lead to private practice in 1988. Judging by his reviews online, it's no question how Jerry has developed a reputation as a therapist's therapist. He joins Dodge today to talk about his approach. As he says it, it's "an integration of mind, body, and spirit modalities within a family systems framework. I like to say I work with people navigating their own hero's journey, get more of what they want, and have a transformational experience." Around these parts, anyone who trucks out Joseph Campbell is aces from the jump. They take on learning and fear this week, with a provocative dance with our friend the amygdala. Key in on the three F's — Find, Focus, and Follow. It might just turn out that this trio is a powerful set of F-words you can really set your mind by. Thanks for doing the work, Pete

Top Takeaways:-      An omnichannel customer service experience is about being able to meet customers at any channel they choose and create a seamless experience for the customer between different channels. -      The difference between omnichannel and multichannel is having all channels work together rather than simply having more than one channel available. -      The transition between a chatbot or any AI technology should be seamless and invisible—the customer should not be able to tell when they’re talking to a bot versus an employee. -      Many call centers focus on antiquated metrics that don’t ultimately best serve the customer. Focusing on resolving the customer’s issue the first time they call in (“first call resolution”) rather than reducing the average handle time can prove more cost-effective down the line. -      More than anything, support center agents must be empathetic to the needs of the customer. Work from a place of wanting to solve the customer’s problem instead of meeting a financial metric. -      Diversity, equality and inclusion (DEI) play a huge role both in support centers and in the overall customer experience. Not being able to connect with customers is a pain point. Call centers must be as diverse and inclusive as the customer base they serve. -      Companies should create more self-service options for their customers, especially for common problems. Simply put, customers want this! -      AI will never fully replace the human support agent. A bot will only get you so far before a human has to interject. A better solution is to integrate tech with your human employees to provide a better customer experience. Quote:“How do you make something simple? You start with your process. If you don’t have your processes in place, it doesn’t matter how much technology you get. Tech without process just creates an automated mess.” About:Jerry Campbell is the Head of Customer Experience (CX) and Social Engagement at 7-Eleven, where he leads a team that delivers “world class” customer service and experience through an omni-channel approach. Learn more about your ad choices. Visit megaphone.fm/adchoices

In this interview, we sat down with Reverend Dr. Jerry Campbell in front of a live studio audience where we discussed the inception of Claremont Lincoln University and how this "outlandish idea" became a reality. “It’s going to be a lot of work, but you have to ask yourself, what will make that work worth it?” – Dr. Jerry Campbell Dr. Jerry Campbell unpacks the purpose of the Claremont Core and how he, along with David Lincoln and others, believed that taking an innovative approach to offer education could potentially change how we could address global problems and issues. "One of the ways to change the world is by doing something different." – Dr. Jerry Campbell He also discussed how he believed in an institution that focuses on positive social change, mutual understanding, respect and collaboration between people. We hit on topics about the “Golden Rule”, why is it important, why should we all apply it to our lives, and how will it change the world.

Coach Jerry Campbell of Clovis, CA talks about his Option on Me concept, its origins in College Football, its unique approach to reading defenses, and what makes it ideal for High School and Youth football.  Includes an explanation of the concept of reading Mickey's ears to determine the coverage, and in turn, select a play.

In this special edition of Coaches Corner known as The Mesh Point, Coach Jerry Campbell explains his system for the Quarterback to "Check" into the best play call through the use of his Option on Me technique combined with paired Option plays. The concepts discussed in the podcast are illustrated in detail in the series of Videos, articles and eBooks available to all Option Central Members.  The Mesh Point is produced for Option Central by CompuSports Radio Host, John Anderson.

In this edition of Coach's Corner, Jerry Campbell discusses 8 man front philosophy, and a variety of concepts from his Multiple 4 Man Front coaching manual.

Coach Jerry Campbell plays coach and historian as he talks about the history of Football, and rule changes that have shaped the game. 

  In a big runaway win from our Twitter Poll this week, the Veer Option received 35% of the vote! And I'm excited about that. This episode won't cover the entire offense, of course. That's impossible. We'll be focusing on The Split Back Inside Veer play. Two whole episodes of old school (sort of) Option Football in a row! What a treat. All the Spread Offense guys have left us by now. But we're still having fun. In today's episode I'm going to go deep dive on the Inside Veer play. Everything you need to know. We'll talk about how to line up your offensive formation to get in the right places to attack. Then I'm going to talk about the basics of the blocking scheme for the Inside Veer. After that, it's all about the Option mechanics of the backfield. The dive, the keep, and the pitch. I'll close out the episode by talking about some of the counters and play action you can run off the Split Back Inside Veer play. It's everything you need to get started with this Offense, and decide if you want to do more research. Resources If you decide to go further, you'll want to check out these resources (I used these for this podcast)... The 1968 Houston Veer Option playbook Controlling Defense with The Veer Option Offense with J.T. Curtis from Championship Productions. Huge Wyatt's article on The Split Back Veer Offense, The Veer Explained Bruce Eien's resources on the Split Back Veer. How to Install the Complete Option Game from Jerry Campbell. Not Split Back Veer but a good book if you just want to learn some Option.          

Join host, Mike E.P., on a trip to his hometown, Toledo, Ohio, as he gets a tattoo with our guest Jerry Campbell at Tombstone Tattoo Co. (https://www.facebook.com/tombstonetoledo/). From a Marine to Jerry Springer recurring guest, Jerry has done it all. Jerry Campbell has lived many lives. But through it all he has always been a tattoo artist. In this episode we discuss Jerry's rise and fall in radio and television, metal detecting, and the current state of the tattoo scene. Warning: the tattoo machine is prevalent and loud in this episode. My bad. If you can get past that its a great conversation. Also, its kind of like an ASMR experience. Go to reinamystique.com and sign up for the newsletter and her Patreon (www.patreon.com/reinamystique). Only a dollar a month towards her Patreon will give you access to exclusive downloads and special content only patrons can be apart of. Don't delay, sign up today! Be a rough'n tumbler and write the show: wespeakenglishgood@gmail.com Leave a review on iTunes, stitcher, or where ever you get your podcast. Thank you!!

Pokagon Band of Potawatomi hosts its own podcast, called “Yajmownen,” which means “stories” in Potawatomi. In this episode, Pokagon Band Vietnam War veteran Jerry Campbell shares his story of true love, war, and coming home.

Pokagon veteran Jerry Campbell shares his story of true love, war—and coming home.

Jerry Campbell, Manager of Internet Sales with the Nebraska Book Company and an Alexander Technique student of Robert Rickover, talks with Robert about his experiences studying the Technique. Robert teaches in Lincoln, Nebraska and Toronto, Canada. Website: alexandertechniquenebraska.com. More information about the Alexander Technique: alexandertechnique.com