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On Demand Webinar

Challenging the Status Quo: Customer Journeys and the Service Lifecycle

TSIA research shows revenue growth from professional services in “anything-as-a-service” (XaaS) businesses at 3X THE RATE of non-XaaS companies. This rapid growth can create challenges for support services organizations, which requires scaling their customer operations to keep up with client engagements.

One company meeting these challenges is CDW, a TSIA member and ServiceNow customer. Their service delivery model relies on centralized management of an end-to-end service lifecycle, including client onboarding, professional services, and customer support.

Tim Ancona, vice president for ServiceNow Solutions at CDW, will discuss their path to improved client experiences through integrated management of customer projects and support interactions. Don’t miss out on this great conversation where he will share:

  • Tips for challenging conventional thinking.
  • How a smaller division’s success led to a companywide roll-out.
  • What “betting on digital” means to him and CDW.


Presented By:

John Ragsdale

Distinguished VP, Technology Research, TSIA

Tim Ancona

VP, ServiceNow Solutions, CDW

Ryan Lounsbury

Sr. Principal Product Success Manager, ServiceNow

Publish Date: June 17, 2021