Executive Circle Podcast

Customer 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-depth discussion about what experience is, what it isn’t, and what organisations can do to build long-lasting relationships with their customers

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We 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 technologies. 

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Organisations across every industry are looking to harness AI, as CEOs become increasingly exposed to the opportunities for unparalleled productivity. 

That said, many businesses are still at the start of their automation journey, and there’s a long way to go to reach the level of digital maturity where they can adopt the latest AI developments.  

In this podcast, we’re joined by James Neilson, Senior Sales Director, Consumer at ServiceNow, and Richard Ellis, Senior Sales Director, Telco, Media and Technology at ServiceNow, who give us insight into the key priorities and use cases to harness automation and AI as innovation enablers. 

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Ways of working are changing as organisations implement digital strategies and harness emerging technologies to create seamless experiences.  

With tools like artificial intelligence (AI) becoming increasingly prevalent, businesses must consider their impact on people’s roles across the enterprise. Navigating this transition will rely on identifying and developing the key skills that enable collaboration among multi-disciplinary teams.  

In this podcast, we’re joined by Gina Gill, CDIO at the Ministry of Justice UK, who gives us insight into how the organisation is driving its digital strategy by recruiting a diverse range of skillsets that align people and technology. 

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The great reprioritisation, quiet quitting and flexible working all underlines a paradigm shift in the employee experience. 

Employees want work that is meaningful and provides autonomy, along with the tools that best enable this. Organisations must allow people to be their authentic selves, and harness relevant data to shape an environment for mutual growth.  

In this podcast, we’re joined by Blaire Palmer, Future of Leadership Expert at That People Thing, and Mark Allen, Director of Employee Experience UK&I at ServiceNow, who give us some insight into the evolution of employee experience and how organisations can empower their people to navigate this journey together.  

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Data and visibility are at the core of our future — helping us see, understand, and fix the problems we face on a daily basis, both inside and outside of work. 

The talent crisis is no exception. Skills gaps today are made worse by the simple fact that businesses can’t fully understand what skills employees have and what training they need to get to the next level. 

In this podcast, we’re joined by Kelley Steven-Waiss, Chief Transformation Officer at ServiceNow and Founder of Hitch Works, who gives us some insight into how tech is impacting the rapidly changing world of talent: how we find it, how we use it, and how we keep it fit for the future. 

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Experience remains front of mind for business leaders — and few would deny the vital role it plays in building, maintaining, and strengthening both customer and employee relationships. 

But a turbulent economic environment is fundamentally transforming what experience is. Increasingly, good experience goes far beyond just customers and employees in their silos. Businesses looking to succeed in this area must be willing to create a holistic, truly total experience with roots across the entire business. 

In this podcast, we’re joined by Dave Wright, Chief Innovation Officer at ServiceNow, who gives us some insight into Total Experience: what it is, what it means, and how businesses can get started on the path to making it a reality. 

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