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ServiceNow Uses Action Workflows to Build an “Insights to Action” Culture

Within the span of a few years, ServiceNow transformed its nearly non-existent customer experience (CX) efforts into a program that is deeply embedded within its everyday business operations. Much of this rapid evolution has been driven by “action workflows,” a robust network of adaptive closed-loop processes automatically triggered by customer feedback, which allows the company to quickly absorb and respond to a constant stream of insights. To understand how ServiceNow built an “Insights to Action” culture based on this system of workflows in such a short period of time, we sat down with both its VP of Customer Experience, Matt Lombardi, and Senior Director of Customer Experience Analytics, Emma Sopadjieva.

In this report, we share:

  • An overview of ServiceNow’s action workflows
  • 4 steps for building an action workflow system
  • Lessons learned and tips for organizations looking to build a similar system

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