September 21, 2017 (2-3pm ET)
For years, companies have used CRM as the software of choice to manage customer engagement and information, in an attempt to deliver a great customer experience. While managing the front end of the engagement process is important, delivering superior customer service requires more than that.
Join Nitin Badjatia, Head of Business Strategy for Customer Service Management at ServiceNow, as he discusses the need to shift customer service delivery strategies to go beyond engagement, by taking advantage of the collective wisdom in and around the enterprise, new technologies, and closed loop processes to resolve customer issues and to prevent calls before they happen. Badjatia will discuss the essential capabilities for delivering proactive customer service.
Speaker: Nitin Badjatia, Head of Business Strategy for Customer Service Management, ServiceNow
Nitin Badjatia serves as the Head of Business Strategy for ServiceNow’s Customer Service Management product line. He’s a two-decade veteran of enterprise customer service applications, having been at Siebel Systems, RightNow Technologies, and Oracle in various sales and strategy roles. Nitin also led business strategy at knowledge management pioneer Knova Software. In 2012, Nitin was awarded the Consortium for Service Innovation’s Innovator award for his extensive contributions to the industry at large.