Frost & Sullivan

Empower the Whole Company to Create Effortless Customer Experiences that Build Long-term Loyalty

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Companies want to provide great customer experiences and build loyalty but are struggling to meet customers’ ever-increasing expectations. Why? Because most digital transformation investments have been focused on only how customers engage – through the web, the store, social media, or the customer service department. ServiceNow takes a more holistic approach. ServiceNow delivers one platform, one architecture and one data model that brings people, processes, and technology across the front, middle, and back office into one system of action to solve a customer’s issue quickly, proactively and with full transparency to everyone.

Join Michael DeSalles, CX Analyst at Frost & Sullivan and Ajda LaPrad, Product Marketing Director at ServiceNow to learn:


  • Smart ways to integrate front, middle and back-office teams
  • Tips to optimize workflows and processes and introduce more transparency
  • How to drive more frictionless experiences and even faster issue resolution
  • The secrets to equip customers with more relevant self-service options

What is the Current State of CX?: Trends, Challenges, & Future

Our panelists will provide a rapid-fire readout of CX market trends and will explore new ways to meet front, middle and back office challenges. The panel will discuss various creative approaches to serving customers with proactive outreach.

What are Some Best Practices to Harness the Power of the Entire Organization to Better Serve Customers?

Panelist will present practical ways to fully engage every employee and every system in the pursuit of customer service excellence. Panelists will discuss the importance of investing in the right workforce optimization solutions to maximize ROI, CSAT and ESAT.

What are Smart Ways to Automate and Optimize Processes to Accelerate Time-to-Resolution?

Panelists will discuss how organizations can uncover and solve issues faster with greater productivity. The panel will share automation ‘must do’s’ to facilitate employee connectivity, and productivity, and take self-service to a whole new level for customers.

What are the Benefits of Serving Customers Proactively to Preempt Issues?

Panelists will discuss the added value of intelligent proactive service initiatives, including ways to preempt emerging customer issues.


Michael DeSalles

Michael DeSalles
CX Analyst

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Ajda LaPrad

Ajda LaPrad
Product Marketing Director

Ajda LaPrad is Product Marketing Director for ServiceNow’s Customer Service Management, which empowers teams to deliver effortless customer experiences, from issue to resolution, and drive fierce customer loyalty. Ajda has 15+ years of experience in several marketing and leadership roles in the tech industry, including Salesforce and Axway, focused on customer experience, CRM, and B2B integration solutions.


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