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In 2020, in order to better understand our customer's adoption journey of our XaaS products, ServiceNow created a global, cross-functional team to flip the organizational thinking from inside-out to outside-in. Using the Customer Journey Mapping methodology, ServiceNow facilitated inside-out workshops, outside-in customer and partner interviews, and hosted storytelling of those connections, which ultimately led to voting on the most impactful blockers to adoption. These blockers became part of our prioritized goals in 2021. The end result was a series of targeted digital on-boarding and nurture campaigns, which have kicked off in Q2 and have fabulous results so far. We would like to share our journey so far, and how we will continue to listen to our customers to always have a pulse on what is most important to them.
Director, Product Management, ITSM, Servicenow
VP, Product Management, ServiceNow
Publish Date: October 20, 2021
TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.
Peg Rodarmel, SVP, Subscription Services, Infor
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