ServiceNow Founder Fred Luddy once said, “If you have happy customers, the whole world will take care of itself.” This is a sentiment ServiceNow believes in to this day, and this is why we introduced ServiceNow Impact ™ —an industry-leading value acceleration solution that reimagines the customer experience.
Launched in January 2022, ServiceNow Impact combines human expertise with AI-powered insights to personalize customers ’digital transformation journeys and accelerate their results. It is built on the Now Platform® and has positively impacted the customers who use it, as well as the ServiceNow employees who develop and use it every day.
It’s a story of the importance of finding the spirit of Now on Now in our own technology platform so we can design and deliver the new experience our employees and customers want.
A customer-first approach
For Avishek D., senior manager of software engineering management, the development of ServiceNow Impact changed his perspective on how customers use our products. After hundreds of customer conversations, he helped create ServiceNow Impact with customers in mind, building a platform where they can personalize their experience based on their business needs and goals.
The time spent talking to customers has allowed Avishek and his team to develop a value acceleration solution that is mobile, high-performance, and powered by personalization. It’s “a product that’s truly collaborative in nature, not just for customer needs, but to help them realize their goals,” he said. “That’s how business development should be done.”
Working with ServiceNow Impact has helped Avishek grow as a team leader, he added. The experience allowed him to see and understand the big picture of what the global ServiceNow Impact is trying to create together. Once the 19 global workflows began collaborating, its voyage went smoothly.
“It’s natural, like we’ve been working together for years towards something good,” Avishek explains. “I felt a tremendous privilege to work with these brilliant individuals.” This collaboration has empowered Avishek to lead his team to do their best work and fulfill their mission to animate the Impact of ServiceNow.
Using our own technology inside
Brad H., owner of the customer interactions product, believes that ServiceNow Impact would not be possible without “putting our customers first.” After collecting customer feedback, Brad collaborated with various business units, including engineering and design, to help create a consumer-grade digital experience within a startup-like work environment.
“Not only us [internally] build this modern app from scratch, but we did it using our own platform, “he said. Customers asked,” How did you build it? Did you really use the ServiceNow platform to build it? ”Brad replied,“ Here’s what we did with our platform. Think about what you can do. ”
ServiceNow Impact demonstrates the power of the Now Platform to automate and personalize customer journey through our internal functions. It’s about Now on Now: enabling employees to embrace our technology to solve internal challenges. Practitioners share their journeys and outcomes with our customers so they can see what is possible for their organizations.
To contribute to the launch of ServiceNow Impact, Brad and his team used customer research, participated in design and demo meetings, and worked together as a team to make sure everyone was working toward the same goal.
“There’s a saying my former coach, Jim Harbaugh, would say when I played football at Stanford: ‘Iron sharpens steel,’ meaning every person on the same team has to work together to achieve the same goal,” he said. Brad explained. “I feel like I’m on my team [at ServiceNow], iron sharpens iron. Everyone works together, gaining new skills. … That’s great for the company culture. ”
Professional development
Principal Success Architect Jennika E. has learned a lot about her customers in the short time since ServiceNow Impact went live. “My ServiceNow Impact account is the first pilot account,” he said. “Whoever decides to be the first pilot account says a lot about that customer’s trust and confidence in what we do.”
The pilot experience has helped Jennika build cross-functional partnerships inside and out. It also gave him the opportunity to work on an exclusive product.
“I was fortunate enough to be part of a small group of success architects who built the engagement model for Impact,” he explains. Developing and designing the interaction model made him an expert on the solution.
“At ServiceNow, there are always opportunities for you to grow professionally,” Jennika added. “Did you ask me two and a half years ago, when I first joined, [if I] I want to find myself in this position, I’ll tell you, ‘No.’ It’s cool and crazy. Kudos to our leadership team. ”
These industry leaders listen to customers and respond directly to their needs through advisory sessions and accelerators. They will continue to evolve and drive more personalization through feedback and recommendations, so we can better measure our customers ’digital transformation needs and business.
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