ServiceNow Podcasts
620 episodes - English - Latest episode: 12 days ago - ★★★★ - 12 ratingsServiceNow Podcast Program is a collection of podcast shows hosted by various ServiceNow experts and professionals covering different focus areas and a broad variety of topics. Come listen to our experts talk about what's going on at ServiceNow. Join the conversation!
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Episodes
The role of Generative AI in AIOps
March 07, 2024 12:00 - 16 minutes - 15.5 MBJoin Madhuri Manikonda from the Digital Technologies and Rani Tzur to what is new in AIOps and how is Generative AI helping to improve resolution efforts. Hear about the new Now Assist for ITOM feature and how it can help you. See omnystudio.com/listener for privacy information.
Episode Eight: Lessons from Female Founders
March 06, 2024 16:45 - 19 minutes - 17.5 MBIn this latest podcast, we talk with Kelley Steven-Waiss, Chief Transformation Officer at ServiceNow on the launch of her latest book “Valley Girls: Lessons From Female Founders in the Silicon Valley and Beyond”. The book sheds light on the challenges faced by women founders, providing insights into their journeys, successes, and the path forward. Kelley's personal journey, coupled with the stories from her book, paints a vivid picture of the struggles and triumphs that female founders en...
Flow Designer & Workflow Studio with Jingfei Chen
March 06, 2024 07:00 - 27 minutes - 25.4 MBFlow Designer is one of our most popular features for automating work on the Now Platform - and our Washington D.C. release brings some very nice updates. On this episode, we have one of the key people in charge of its success. Topics 00:00 Intro/Welcome 05:33 Flow Designer overview 09:17 Why Workflow Studio 11:34 FAQs 14:35 Support for legacy workflow editor 16:08 The roadmap 23:18 Advice for newcomers 25:01 Contact info 26:11 Outro Links Jingfei Chen on LinkedIn Check...
Integrated Technology Management - Putting it All Together
February 29, 2024 06:30 - 7 minutes - 6.48 MBJoin Newsha Sharif, Adam Smith-Cairns and Andy Jordan as we close out our series on optimizing technology spend and mitigating risk. Taking a combined technology management approach allows IT leaders to ensure that they are always controlling costs as much as possible, and that they are eliminating unnecessary technology risks. Check out the episode to learn more about the solution approach to tackling this enterprise issue. See omnystudio.com/listener for privacy information.
Episode Seven: Forget customer service, what makes a great experience?
February 26, 2024 10:55 - 17 minutes - 15.8 MBCustomer experience is no longer just about service. It’s about the entire customer journey. Every single interaction your customer has with your organisation forms their overall experience, so it’s vital to get it right. Doing so relies on making the best use of insights and data, delivering intelligent, ‘proportional’ service, and building processes that allow you to resolve issues quickly. In this episode, we’re joined by Simon Cox, Chief Transformation Officer at ServiceNow, for an in-...
Don't Let Your Technology Manage You
February 22, 2024 18:39 - 7 minutes - 6.72 MBJoin Newsha Sharif, Adam Smith-Cairns and Andy Jordan for the second episode of the series on optimizing technology spend and mitigating risk. With the prevalence of "shadow IT" becoming more and more common, organizational risk is being increased in multiple ways. Enterprises have to be aware of compliance, capacity, licensing and upgrade issues on a day-to-day basis. Check out the episode to learn more, and view the corresponding webinar that takes a deep dive into the three phases or ...
SDK in Washington D.C. with Jay Couture and Patrick Wilson
February 21, 2024 07:00 - 45 minutes - 41.9 MBWe talk a lot about low-code tools. Now there's something for pro-coders to get excited about. Today's guests give us more info on what that is. Topics 00:00 Welcome/introductions 12:57 SDK Overview 18:40 Who is it for? 23:25 How it works 27:04 Recommendations for using the SDK 29:39 Syncing 32:34 Security 34:31 Supported NPM packages 36:41 The roadmap 40:23 SDK at CreatorCon 2024 42:21 Contact info 43:39 Outro Links @servicenow/sdk - npm LinkedIn Jay Couture I...
Part 2 of 2: How the National Hockey League is working with ServiceNow Expert Services
February 20, 2024 17:48 - 17 minutes - 16.4 MBPart 2 of our discussion with John Stein, ServiceNow senior engagement manager, about how the NHL and Expert Services are working together to ensure games run smoothly throughout the season. Have a question or comment about the Accelerate Podcast series? Email us at [email protected] See omnystudio.com/listener for privacy information.
Optimizing Technology Spend & Mitigating Risk
February 16, 2024 21:51 - 6 minutes - 5.63 MBJoin Newsha Sharif, Adam Smith-Cairns and Andy Jordan for a new series on optimizing technology spend and mitigating risk. The question that companies that are spending lots of time answering these days is, "who is actually responsible for tackling the challenge of cost and risk?" Which teams and personas are taking the time to dive into this task in support of emerging business capabilities? Listen now to hear why this issue has become a problem worth solving and how our experts are thi...
How the National Hockey League is working with ServiceNow Expert Services (part 1 of 2)
February 12, 2024 21:40 - 32 minutes - 29.4 MBIn a discussion with John Stein, ServiceNow senior engagement manager, find out how the NHL and Expert Services are working together to ensure games run smoothly throughout the season. Have a question or comment about the Accelerate Podcast series? Email us at [email protected] See omnystudio.com/listener for privacy information.
Part 1 of 2: How the National Hockey League is working with ServiceNow Expert Services
February 12, 2024 21:40 - 32 minutes - 29.4 MBIn a discussion with John Stein, ServiceNow senior engagement manager, find out how the NHL and Expert Services are working together to ensure games run smoothly throughout the season. Have a question or comment about the Accelerate Podcast series? Email us at [email protected] See omnystudio.com/listener for privacy information.
Washington D.C. with the Developer Advocates
February 07, 2024 07:00 - 34 minutes - 31.5 MBWashington D.C. is available in Early Access so get your personal developer instance upgraded and start exploring because in this episode, we're going to share our top 5 favorites from our latest release. Topics 00:00 Intro/Welcome 01:39 #5 07:26 #4 14:21 #3 20:34 #2 25:19 #1 32:12 Outro Links Content calendar Washington D.C. Release Notes Check out the other ServiceNow podcasts. See omnystudio.com/listener for privacy information.
Effective Strategic Planning with the PMO
February 06, 2024 01:13 - 7 minutes - 6.98 MBJoin Newsha Sharif and Andy Jordan for the final part of our series on strategic planning. Delivering value with the PMO is a highly scrutinized process. PMOs have a number of critical functions in ensuring that strategic planning is effective and efficient, and that the planning results in a portfolio that can not only be delivered, but can also achieve the strategic goals of the organization. Listen now to hear what those functions are, and how to deliver value in strategic planning w...
Embracing Adaptive Planning
January 30, 2024 21:00 - 7 minutes - 6.81 MBJoin Newsha Sharif and Andy Jordan for part two of our three part series on strategic planning. Operating environments are constantly evolving, with shifting customer expectations, emerging technological capabilities, and global competition all impacting the ability to maintain strategic plans. Organizations must therefore not only be willing and able to commit to continuous and adaptive planning, they must be able to change any aspect of the strategy lifecycle – plans, investments, work,...
Strategic Planning Done Right
January 29, 2024 21:59 - 9 minutes - 8.39 MBJoin Newsha Sharif and Andy Jordan in our first podcast episode for 2024 as they dive into the rapidly evolving world of strategic planning. Though strategic planning has been in practice for quite some time, most organizations do not effectively utilize this process. The big question to answer is how do you remediate the main disconnect between establishment of goals/objectives and approval timelines? Click play now to hear from our experts how organizations are improving strategic pla...
Career Conversation With Herb Thompson
January 24, 2024 07:00 - 33 minutes - 30.9 MBIt doesn't matter what your background is - if you're thinking about getting into ServiceNow or know someone who is, we have a story for you... Topics 00:00 Welcome/Introduction 08:19 Career transition to ServiceNow 09:48 The different programs 13:56 Author 16:02 Success stories 25:40 Career highlight 28:28 Words of Advice 31:50 Contact info 32:29 Outro Links LinkedIn Check out the other ServiceNow podcasts. See omnystudio.com/listener for privacy information.
Episode Six: Unveiling the power of Megatrends
January 11, 2024 14:00 - 11 minutes - 10.4 MBWe can’t solve today’s problems with yesterday’s solutions. Tackling the complex challenges businesses face right now requires us to question the assertions that have worked in the past — establishing the broader consequences of a rapidly changing world and adapting our strategy accordingly. In this podcast, we’re joined by Simon Morris, UKI Area VP at ServiceNow, to do just that — discussing key trends, how leaders should approach them, and the opportunities presented by new technologie...
From Admin to CMA with Chris Schuh
January 10, 2024 07:00 - 32 minutes - 29.8 MBTo go from ServiceNow Admin to Certified Master Architect is an incredible journey. Our guest today shares his insights on how he made that happen and why. Topics 00:00 Welcome/Introduction 06:38 Before ServiceNow 08:06 Getting started on ServiceNow 09:16 Best part of the job 11:02 From admin to CMA 13:10 Motivation 17:32 The ServiceNow Magician 22:03 Career highlight (so far) 24:01 Continuous improvement 26:11 What did you learn this week 27:56 Words of advice 29:49...
RiseUp with ServiceNow story: Charles Muhlbach
January 10, 2024 00:36 - 10 minutes - 9.67 MBIn this episode, we have a conversation with Charles Muhlbach to find out why he wanted to pursue a career in technology and how he transitioned from a successful Army career to a bright future with ServiceNow. Have a question or comment about the Accelerate Podcast series? Email us at [email protected] See omnystudio.com/listener for privacy information.
2023 Year In Review with the Dev Advocates
December 27, 2023 07:00 - 53 minutes - 48.7 MB2023 has been quite a busy year for us all. In this episode, we're joined by our fellow dev advocates to go over our own top 5 lists and a quick peek at what we're looking forward to in 2024. Topics 00:00 Welcome/intro 02:03 Number Five 09:32 Number Four 17:34 Number Three 24:55 Number Two 35:19 Number One 47:39 Looking forward 50:31 Outro Links Kali Alexander's 100 days of ServiceNow Beyond The Title Podcast Offline with the Radio Bros ServiceNow Portfolio Developme...
Executing for Cost Savings
December 20, 2023 18:00 - 10 minutes - 9.91 MBJoin Doug Page and Andy Jordan in our final podcast episode for 2023 as they discuss the organizational actions that provide the biggest returns after gathering the right information. While accurate and complete analysis is essential, it doesn’t deliver the cost reductions that organizations need. That only happens when the analysis results in investments that are executed effectively and efficiently to achieve the required outcomes. Listen now to hear from our experts how to ensure tha...
Inside Software Factories: Government's Innovation Accelerators
December 15, 2023 13:55 - 33 minutes - 31.1 MBSince the launch of the DOD Software Modernization Strategy in 2022, groups across the Department of Defense have accelerated building the capabilities and ecosystem necessary to continuously deliver software to production. These software factories, from the Air Force’s Kessel Run and Kobayashi Maru to the Army Software Factory, are working to build, learn and deploy software at the pace of emerging global and domestic threats. Core to these efforts are practicing DevSecOps, implementing aut...
Reducing Technology Costs
December 13, 2023 19:00 - 7 minutes - 7.21 MBJoin Doug Page and Andy Jordan on this podcast episode as they dive into the ways that enterprises are addressing company goals while also optimizing costs. There are many different solutions in the marketplace when it comes to consolidating business applications. Selecting the right solutions and applications that both meet IT standards and provide best value is a task that can seem impossible at times. Listen now to hear from our experts how to create a cost-optimized and connected ap...
Career Conversation with Jesalyn Smith
December 13, 2023 06:00 - 21 minutes - 19.9 MBA glance at a job listing board and a little hard work could lead you to a career, MVP status, speaking opportunities, and even winning a hackathon. Our guest today shares her story. Topics 00:00 Welcome / Introduction 07:01 Career Beginning 09:05 Passions on the Platform 10:02 Growing Alongside the Platform 11:28 Knowledge23 Experience 15:38 Career Goals and Trajectory 17:41 ServiceNow MVP Program 19:02 Words of Advice 20:33 Outro Links Slack Channel Profile LinkedIn ...
GovLoop Spotlights: Defining Transformation and How Agencies Can Achieve It
December 08, 2023 14:00 - 49 minutes - 45.1 MBTransformation — it’s a word that’s tossed around in government leadership meetings all the time, but what does it really mean? Is it about process improvements, technology modernization, or workforce changes? All the above? Join us as our government and industry experts define what transformation means for government and walk through examples of agencies that have achieved true transformation. Specifically, you’ll learn: What transformation means in the context of individual roles.How to ge...
Cost Optimization and Cost Management
December 07, 2023 00:42 - 7 minutes - 6.84 MBJoin Doug Page and Andy Jordan on this podcast episode as they discuss how organizations are thinking of their priorities in order to minimize their costs. The struggle for many companies in today's economy come down to disconnected cost management and enterprise planning strategies. With such a cautious outlook for the near future, being able to assist your customers spend more intelligently will prove to be a key differentiator. Listen now to hear from our podcast guests on why plannin...
RiseUp with ServiceNow story: Dr. Cyndi Kaye Lambach
December 05, 2023 09:00 - 9 minutes - 9.15 MBIn this episode, we chat with Dr. Cyndi Kaye Lambach, College Professor - Information Technology at Waukesha County Technical College about how she’s helping drive a skills revolution, and equipping students for the jobs of today and tomorrow. Have a question or comment about the Accelerate Podcast series? Email us at [email protected] See omnystudio.com/listener for privacy information.
Improving Public Sector Customer Experience
December 01, 2023 13:55 - 15 minutes - 13.9 MBImproving Public Sector Customer Experience will focus on how agencies are delivering great customer service and memorable customer experiences. We will cover what is working, what is new and the associated challenges of improving customer experience across the public sector. Delivering great customer service along with seamless customer experiences is paramount. CX needs to be a shared responsibility across the agency with everyone involved in giving citizens the best experience across all ...
Episode 30: Financial Planning
November 29, 2023 18:03 - 6 minutes - 6.37 MBJoin Irene Vieth and Andy Jordan on this podcast episode as they address the various levers and importance of financial planning. Stakeholders must have visibility into their entire portfolio in order to properly address the budgeting needs of their organizations. In conjunction, they must also have reporting and analytics functionality to synthesize and disseminate critical information. Listen now to hear from our podcast guests on how organizations can see the full picture of their f...
World Forum Recap with Chuck Tomasi & friends
November 29, 2023 07:00 - 42 minutes - 39.1 MBOur 2023 World Forum conferences and CreatorCon have wrapped up. While I was out, I had the opportunity to speak to a number of terrific people. I invite you to join me as I travel to four cities in four weeks and share their stories. Topics 00:00 Welcome and introduction 01:30 Saaniya Chugh 04:32 Ram Prasath Thirubalan 08:41 Viorica Bolohan 11:40 Jerin Thenayan 14:37 Carleen Carter 18:07 Martin 19:18 Raff 20:34 Shae 22:20 Zina Naghmouchi 29:11 Kopal Garg 34:23 Abey ...
Episode 29: Ranking and Scoring
November 24, 2023 17:56 - 6 minutes - 5.89 MBJoin Irene Vieth and Andy Jordan on this podcast episode as they take a look at the different methodologies for ranking and scoring. Organizations must have the ability to use each of the different models in parallel, providing different perspectives on proposed investments and providing a comprehensive modeling approach that helps ensure that the most appropriate investments are approved and funded, giving the portfolio the best possible launch in pursuit of the organization’s goals and ...
Episode 28: Resource Management
November 20, 2023 22:18 - 7 minutes - 7.19 MBJoin Irene Vieth and Andy Jordan on this podcast episode as they explore how organizations can better manage their people resources. Organizations often find themselves with the right number of people but the wrong mix of skills because they only have visibility into resource capacity, not resource capability. Listen now to hear about the tools that allow users to view all work across all resources in a single pane to effectively and proactively manage resources across the organization...
Revolutionizing Global Business Services: A Journey Towards Exceptional Customer and Employee Experience
November 17, 2023 22:17 - 36 minutes - 33.6 MBWith continuing market uncertainty, global business services (GBS) have become a business imperative. In this episode of Innovation Today, Jessica Constantinidis, ServiceNow Field Innovation Officer, discusses the value of global business services, the path to optimizing the customer and employee experience, and what comes next with Dr. Scott Mason, Partner & COO Switzerland, EY. See omnystudio.com/listener for privacy information.
Exploring GBS from definition to implementation
November 17, 2023 22:17 - 22 minutes - 20.8 MBIn this episode, we sit down with Aniesh Myneni, Industry Principal/Director with Infosys to continue our conversation on GBS. Spencer and Aniesh discuss the complexities of GBS, what a simplified user experience looks like, the proper steps of implementation and much more. Listen in as we continue on our GBS series. See omnystudio.com/listener for privacy information.
Tackling GBS and the evolving business challenges that come with it
November 17, 2023 22:17 - 35 minutes - 32.6 MBAs we kick off our exciting series on GBS, host Spencer Beemiller sat down with Roy Scholte, Sr Manager Enterprise Service and Process Management with Deloitte. In this episode they discuss how to define GBS, what Roy and his team are seeing in the industry and implementation and measurement best practices. See omnystudio.com/listener for privacy information.
Episode 27: Beyond the Headlines
November 17, 2023 17:30 - 11 minutes - 10.4 MBJoin Lilly Souksamlane and Andy Jordan on this podcast episode as they look behind the flashy statistics to see how organizations drive efficiency with strategic portfolio management. To deliver effective strategic portfolio management, organizations need the right people with the right skills, and the right processes to enable work to be prioritized against goals and objectives, approved, funded, delivered and to achieve the expected benefits. For that to happen there must be consistent ...
Government Customer Experience & Engagement Summit : Culture Track - Employees as Customers
November 17, 2023 13:06 - 34 minutes - 32 MBAn agency’s ability to execute on its mission comes down to the people supporting that mission: the workforce. Without a backbone of human capital with the passion, drive, and innovative force to translate new ideas to reality, any overhaul in customer service delivery falls flat. In this session, experts in customer experience and employee engagement make the case for a holistic approach to CX, starting with the employees, and share their roadmap for success in treating employees as custome...
Boosting productivity with a unified enterprise experience
November 16, 2023 19:33 - 23 minutes - 21.9 MBIn this episode of Operation Automation, John Almeida and Anne Musial will explore the transformative capabilities of automation in the world of wealth and asset management (WAM). In a time of rapid technological advancements, the wealth and asset management sector can make existing talent more productive and empower new talent with the tools they need to be successful. See omnystudio.com/listener for privacy information.
The Future of App Engine with Jithin Bhasker
November 15, 2023 07:00 - 27 minutes - 24.8 MBApp Engine is one of ServiceNow's flagship products for low-code and pro-code developers. In this episode, we talk to a VP who can give us a hint of what's coming. Topics 00:00 Welcome/Introduction 05:23 App Engine defined 06:23 App Engine products 07:36 What goes into each release 09:37 Gen AI and low-code 13:36 Washington D.C. and beyond 16:25 New skills required 17:47 Changes in developer's world 21:01 Compliance 22:24 Words of advice 24:23 Contact info 24:59 Outr...
Episode 26: Return on Investment
November 14, 2023 20:07 - 7 minutes - 6.87 MBJoin Lilly Souksamlane and Andy Jordan on this podcast episode as they dive into utilizing strategic portfolio management in pursuit of ROI. The ability to drive efficiency through improved internal processes has incremental benefits through everything from improved throughput and faster workflows, to less time capturing, entering and analyzing data. Listen to see the astounding return on investment that can be achieved through a single integrated solution. See omnystudio.com/listener ...
Episode 25: Time to Value
November 10, 2023 16:56 - 8 minutes - 7.74 MBJoin Lilly Souksamlane and Andy Jordan on this podcast episode as they break down the importance of reducing organizational time to value. Whether it’s delays in surfacing the idea, problems getting it approved, scheduled and resourced, execution and delivery delays, or challenges operationalizing the solution, there are many places where things can slow down in the pursuit of value. Listen now to find out more on the bottom line impact of minimizing the value timeline. See omnystudio....
ServiceNow Government Transformation Series - Veterans Edition: Yolanda Inchauregui, Sr. Manager, Support Account Management Services at ServiceNow
November 10, 2023 13:25 - 18 minutes - 16.7 MBToday's guest is Yolanda Inchauregui, Senior Manager, Support Account Management Services at ServiceNow. Based in Washington DC, Yolanda is a Project and Relationships Manager with over ten years of experience in enhancing processes and key relationships, reducing operating expenses, and eliminating unused resources. Yolanda is focused on the management of diverse teams, relationships, and expectations with record of success in high-pressure environments. She is a producer and presenter o...
Operation Automation - Countdown to T+1
November 09, 2023 15:42 - 16 minutes - 15.6 MBBy May 28, 2024, routine securities trades will need to be settled in one day. Aimed at addressing market volatility, the new rule by the SEC means capital market firms and wealth and asset managers will need to reduce manual processes and ensure lower cost of operation. Join ServiceNow’s John Almeida in conversation with Ryan Clare of Jefferies to discuss and understand how to take a comprehensive view of existing operational processes and technology to ensure they are ready for T+1 and int...
Expert Services story: Anu Kapoor, Senior technical consultant
November 08, 2023 01:10 - 13 minutes - 12 MBIn this episode, we chat with Anu Kapoor, senior technical consultant, about what his role entails and why he loves keeping customers happy. For more information, check this out: https://www.servicenow.com/content/dam/servicenow-assets/public/it-it/doc-type/resource-center/infographic/info-ignite-transformation-or-streamline-it-processes.pdf Have a question or comment about the Accelerate Podcast series? Email us at [email protected] See omnystudio.com/listener for priva...
Maintaining Control and Visibility with Hyperautomation
November 03, 2023 13:00 - 19 minutes - 17.9 MBAs agencies work to keep pace with the digital expectations of their users – both employees and citizens – hyperautomation may prove to be an effective modernization approach. Hear Gus Pastore, Director, Creator Workflows - US Federal, ServiceNow, explore how hyperautomation is not only achievable, but how it can transform the way organizations operate. See video recording here: link to YouTube See omnystudio.com/listener for privacy information.
Generative AI with Chris Stoll
November 01, 2023 07:00 - 42 minutes - 39 MBGenerative AI is all the rage in 2023. Our guest today is here to discuss all the hot features we've got in our Vancouver release. Topics 00:00 Welcome/Introduction 08:59 The ServiceNow AI journey 10:55 Where to find generative AI 20:36 But wait, there's more 23:52 Where Gen AI doesn't apply 26:54 Governance 29:57 The release cycle 31:20 Dev skills 34:05 The roadmap 37:17 Advice for new devs 39:24 Contact info 40:31 Outro Links LinkedIn ServiceNow Developer YouT...
ServiceNow Federal Forum 2023: App Showcase- Learn How Government Works Better With ServiceNow
October 27, 2023 12:55 - 33 minutes - 30.6 MBThis session will highlight several applications created by Federal agencies using ServiceNow Creator Workflows. Join us to find out how agencies quickly developed digital solutions to meet their unique mission challenges. Learn how a low code approach provides high value for app development. Featured Speakers: • Chris Geer, Creator Workflows SC Technical Director, ServiceNow • Brian Given, Director, Business Support Division, Federal Emergency Management Agency • Steven Lock-Campbell, Pro...
Expert Services story: Sandeep Tandon, Principal solution architect
October 24, 2023 17:17 - 20 minutes - 18.5 MBIn this episode, we chat with Sandeep Tandon about his role as a principal solution architect and how he translates the promise we make when you purchase a ServiceNow product into reality. For more information about solution architects, check this out: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/resource-center/infographic/info-today-needs-design-future.pdf Have a question or comment about the Accelerate Podcast series? Email us at accelerate-podcast@se...
Understanding the Citizen Developer Program
October 24, 2023 12:00 - 23 minutes - 21.1 MBIn 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,...
ServiceNow Federal Forum 2023: Beyond the Mandate- Exceeding Federal Customer Experience Expectations
October 20, 2023 13:00 - 36 minutes - 33.2 MBThe Biden administration’s executive order on transforming customer experience (CX) put people at the center of everything government does. To rethink government service delivery and create lasting change, agencies must take a holistic view, spanning financial, human resources, legal, data, and technology teams; empower employees; create seamless workflows; and more. Join this session to gain variety of perspectives on CX best practices and learn how one agency built constituent trust throug...