Many companies are stuck in a model focused on call reaction management. CRM is important but not enough, as the agent frequently can’t resolve the issue and a reactive service approach doesn’t value the customers time.

Join Scott McMillan, Senior Advisory Solution Consultant at ServiceNow as he covers the steps to digitally transform customer service beyond CRM by using AI, virtual agents, monitoring and automation for a connected, proactive experience. With real life examples of the success that can come when the right CRM is implemented, including a major telco who decreased their end to end cycle time by 55%, reduced their call time by 9 minutes and experienced a drop of 70% in low value, high cost call-outs.