Customer Connection
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Podcast Overview
<p>Welcome to the "Customer Connection" Podcast; This is a customer-centric 360-degree view of lessons learned, tools, techniques, and procedures designed to guide and produce best practices for adoption and implementation of the ServiceNow platform. Led by CX expert and Director of Customer Workflows Jerry Campbell and co-hosted by Customer Workflow Principal Portfolio managers Gareth Millwood and Nick Derbawka, this team will seat down with ServiceNow customers, partners, product teams and C-level executives to share their thoughts on how to achieve the biggest bang for their buck from the ServiceNow platform.</p>
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Publishing Since
4/16/2022
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Recent Episodes
March 4, 2025
Customer Excellence in Action: Driving Value and Belonging at Scale
<p>In this episode, we interview Tony Colon, Senior Vice President of Strategy and Product Customer Excellence at ServiceNow. Tony holds a Computer Science degree from Illinois Institute of Technology and a Master’s Degree from MIT Sloan and with over 20 years of experience, he has driven customer success and innovation, building four $100 million businesses at industry giants like Salesforce and Cisco.</p> <p>Tony champions diversity, inclusivity, and lifelong learning, embodying his motto: "Always be learning, always be coachable." He’s actively involved in social and professional initiatives, serving on advisory boards such as Covenant House and the Hispanic IT Executive Council, and was named to the High Tech 100 in 2019. He also earned the title of Gender Equality Superhero by Fairygodboss.</p> <p>The Customer Connection Podcast helps you learn about the implementation and adoption of the ServiceNow platform. This show is led by Jerry Campbell, Customer Experience Expert and Director of Customer Creator & Workflows-Leading Practices, along with Shanna Grier, Portfolio Manager.<br><br><strong>Key highlights of the episode: </strong></p> <p>10:00 - Tony shares his vision for the Customer Excellence group at ServiceNow, emphasizing the importance of maintaining a strong, value-driven culture as the company scales from $10 to $30 billion.</p> <p>14:10 - Tony emphasized evolving ServiceNow’s impact strategy to become an extension of the customer’s team, fostering deeper partnerships and trust through in-person interactions and genuine support.</p> <p>18:20 - Tony emphasized the importance of customer feedback from all perspectives in refining ServiceNow’s impact strategy.</p> <p>23:50 - Tony envisions leveraging 21 years of platform data and generative AI to provide proactive insights that guide customers in optimizing their usage and anticipating challenges. <br><br>To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send an email to <a href="mailto:customerconnection@servicenow.com">customerconnection@servicenow.com</a>.</p><p>See <a href="https://omnystudio.com/listener">omnystudio.com/listener</a> for privacy information.</p>
February 11, 2025
Process Mining: What It Is and Why It Matters
<p>In this episode, we interview Dan Grady, Director of Product Management, Process Mining at ServiceNow, and Damian Pascale, Senior Principal Product Manager at ServiceNow. Both guests bring over 25 years of experience in technology and have been instrumental in driving process mining innovations at ServiceNow. </p> <p>Dan and Damian break down how process mining provides businesses with deep visibility into workflows, helping them identify bottlenecks, inefficiencies, and optimization opportunities. </p> <p>The Customer Connection Podcast helps you learn about the implementation and adoption of the ServiceNow platform. This show is led by Jerry Campbell, Customer Experience Expert and Director of Customer Creator & Workflows-Leading Practices, along with Shanna Grier, Portfolio Manager. </p> <p>Key highlights of the episode: </p> <p>08:15 - What is process mining and how it helps organizations identify inefficiencies and bottlenecks? </p> <p>11:15 - How does process mining help organizations improve operational efficiency? </p> <p>19:10 - The advantages of ServiceNow's in-platform process mining. </p> <p>To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send an email to <a href="mailto:customerconnection@servicenow.com">customerconnection@servicenow.com</a>. </p><p>See <a href="https://omnystudio.com/listener">omnystudio.com/listener</a> for privacy information.</p>
December 10, 2024
From Zero to Expert: Building ServiceNow NexGen AI Talent
Customer Connection Podcast host Jerry Campbell and Shanna Grier interview Monica Hidalgo, Founding Partner of Volteo Digital, on empowering businesses through digital transformation with ServiceNow NexGen AI Talent.
28 total episodes available
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Frequently asked questions
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- What is Customer Connection?
<p>Welcome to the "Customer Connection" Podcast; This is a customer-centric 360-degree view of lessons learned, tools, techniques, and procedures designed to guide and produce best practices for adoption and implementation of the ServiceNow platform. Led by CX expert and Director of Customer Workflows Jerry Campbell and co-hosted by Customer Workflow Principal Portfolio managers Gareth Millwood and Nick Derbawka, this team will seat down with ServiceNow customers, partners, product teams and C-level executives to share their thoughts on how to achieve the biggest bang for their buck from the ServiceNow platform.</p> - How often does this podcast release new episodes?
This podcast updates bi-weekly.
- Where can I listen to this podcast?
This podcast is available on 8 platforms including Apple Podcasts, Spotify, and more. You can also use the RSS feed directly.
- Does this podcast accept guests?
No, this podcast does not typically feature guests.
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