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What we learned at ServiceNow’s NowForum

30 Nov, 2017
5 Min Read Dan Ward

What we learned at ServiceNow’s NowForum

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Recently, RXP was a Gold Sponsor at ServiceNow’s NowForum held at Sydney’s International Convention Centre. With more than 2000 delegates including many of RXP’s clients, our team was discussing opportunities with business owners outside the IT department in addition to our conversations with IT leaders. The ServiceNow platform supports increasingly sophisticated and transformational service improvement capabilities across a range of business processes. Our messages aligned with the overall theme of the conference with an emphasis on HR and Customer Service Management as two of the four key solution areas ServiceNow showcased this year.

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As a ServiceNow Silver Services Partner, RXP has proven capabilities implementing ServiceNow for customers across Australia. Applying industry best practice with out of the box functionality supports the notion of a simple, fast and cost effective project implementation. However, taking this technology and embedding it successfully into the business in order to transform HR or CSM business processes and track, measure and continuously improve business outcomes requires another level of skill and experience. RXP’s ability to bring together CX/UX design thinking and delivery, process analysis, process design, solution architecture, integration, delivery skills and the experience to support organisational change management strategy and ongoing operational support was all on show during the conference. Engagement with business is key and we were delighted to kick off several conversations with business owners who were both new to ServiceNow and whose organisations were already leveraging the power of the platform within IT Service Management.

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It is always extremely enjoyable and productive for RXP to attend NowForum events. Not only do we get to participate as a sponsor, but we also strengthen our partnership with ServiceNow corporate executives and the ANZ team. The direction ServiceNow is taking was articulated by the CMO, Chief Innovation Officer and VP of Product Marketing in their Keynotes. The most exciting topic was the future of AI, RPA and machine learning capabilities which are driving automation, quality of service, predictability and innovation to new levels. In front of these developments, however, is the Human Experience – something that RXP understands even better since we welcomed The Works team to our fold in July this year. Perhaps even more relevant for us as a solution provider was the opportunity to hear the Customer Locknote where AMP generously shared the success of their ServiceNow journey. There is never a time when we don’t learn from our customers! 

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