ServiceNow Summit 2024: Presentations on Gen AI, IT transformation and customer service management

550 participants once again found their way to the Circle Convention Center Zurich to listen to and discuss in person the customer and partner presentations representing the work of ServiceNow Switzerland, as well as to meet for further knowledge exchange and extensive networking. The number of customers from the IT sector and increasingly also from the business sector was highly impressive, which speaks for the expertise and development of ServiceNow as a company that has been based in Switzerland for 12 years.

The agenda at the ServiceNow Summit 2024 in Zurich included 23 presentations, 17 of which involved customer participation. They all showed how ServiceNow's solutions can be used profitably to drive digital transformation, process optimization and change in organizations - from service operations and customer service to HR and finance.

Added value for customers is crucial

The summit was clearly dominated by customer and partner engagement as well as the current topics of Gen AI, automation, CSM and the future of work and digitalization. The focus was on various industries such as public administration, the energy sector and retail/consumer packaged goods.

The numerous customer presentations were orchestrated by global, regional and local partners addressing specific market segments, industries or use cases. Accenture, Deloitte, DXC Technology, Swisscom and Plat4mation acted as sponsors and presenters at the summit.

Dino Minichiello, the Swiss Head of ServiceNow, who has been managing the business of ServiceNow since January 2024, says with conviction: "At ServiceNow, with our long-standing partners, we advise our customers on how to use the latest technologies for digital workflows and automation, such as Gen AI, to enable a more dynamic and efficient alignment of people and work and help find new ways of working in the future. We make companies more efficient, competitive and sustainable with technologies such as generative AI and SuperTech. Switzerland is an important market for us and our investments and long-standing collaborations in German-speaking and French-speaking Switzerland reflect our long-term strategy in Switzerland."

The 17 customer presentations at the Summit illustrated the benefits of the Now Platform and how new Gen AI functions of Now Assist increase productivity in the company, achieve cost savings and enable the scaling of innovations.

The engaged participants listened intently to the keynote speech on "Intelligent Enterprise - Transform to a digital Operating Model" by Hartmut Müller, Chief Transformation Officer at ServiceNow. He explained how to get the best out of a platform and how the Now platform enables companies to do just that while leveraging the capabilities of AI.

Digital transformation with ServiceNow

After the keynote, a customer panel with Bell Group and the Austrian OMV highlighted how customers can achieve digital transformation with the help of ServiceNow. In three breakout streams on topics such as Customer Service Management (CSM), Core IT & beyond and App Delivery and Automation, the ServiceNow Summit showed how selected partners are working with customers to intelligently transform and automate work into modern workflows.

On the topic of Customer Service Management (CSM), JTI (Japan Tobacco International) presented their journey to delivering world-class consumer care based on the ServiceNow platform and how they overcame the many challenges of rolling it out in multiple markets around the globe. SBB Contact Center shared how they partnered with DXC to develop an assisted mobility solution with the goal of providing the best support services to passengers in need of assistance throughout their journey.

The Public Services stream showed how Swiss Post is working with Swisscom to manage the company-wide ITSM transformation in order to take a major step towards operational excellence. And another presentation with partner Prozessfux showed how the canton of Zurich's citizens' and tax offices are directly networked. In the App Delivery and Automation Track, Cablex also presented how its service engineers can act faster and more competently in the installation and maintenance of connectivity boxes at the customer's premises with the support of an AI-guided app.

User experience and customer service

In terms of user experience (UX), Roche presented the topic "Building a next generation user centric risk and privacy platform" with partner EY. The speakers showed how simple and intuitive interfaces for security and data protection processes promote compliance, reduce inefficiencies and optimize costs in the long term.

The AMAG Group explained how it intends to further improve customer service together with its partner BitHawk, including through the use of artificial intelligence. BKW showed how the introduction of HR service delivery can result from IT service management and create a significantly better experience (EX) for all employees. Using the customer example of Regionalwerke AG Baden, Michael Nussbaumer, CIO of Regionalwerke AG Baden, who was named CIO of the Year in 2023, presented his vision for the transition to a digital operating model.

Finally, Heath Ramsey, VP Outbound Product Management, ServiceNow, explained in his keynote how the benefits of Generative AI can be fully realized when it is embedded in a cross-company platform. He also showed how companies can already use AI for everyday tasks with Virtual Assist from ServiceNow, in IT service management as well as in employee or customer-facing processes.

The enthusiastic audience appreciated the varied presentations, which were very authentic and informative thanks to the dialogs between partners and their customers. There was plenty to talk about at the networking aperitif to round off the interesting ServiceNow Summit 2024 in Zurich.

Source: www.servicenow.com