AiThority Interview with Paul Fipps, President, Global Industries and Strategic Growth at ServiceNow
Paul Fipps, President, Global Industries and Strategic Growth at ServiceNow highlights AI-driven solutions for customer satisfaction, a strategic plan to drive innovation and business transformation in the following Q&A:
———-
Hi Paul, walk us through your journey with ServiceNow and how your role has evolved over the years.
When I joined ServiceNow in 2021, my mission was simple – to help as many customers as possible to digitally transform. Initially, that meant leading the highly collaborative effort to build ServiceNow Impact, a first-of-its-kind value acceleration solution that ensures our customers successfully adopt and realize value from ServiceNow products. It was a fantastic opportunity to create a product I wish I’d had in previous roles leading company-wide digital transformation.
After 18 months building and scaling ServiceNow Impact, I transitioned to our Global Field organization to lead the teams working hand-in-hand with our most strategic Marquee customers. To meet their needs, we continually push ourselves to think bigger, bolder, and more creatively. As part of that, we created the Marquee Experience, our commitment to and investment in the success of those strategic customers.
Most recently, my organization has expanded to include our Customer Outcomes, Hyperscaler business, and Industry GTM teams. While their unique capabilities vary, we all share a common commitment to customer experience and value…everything we do is about ensuring they have the expertise, experience, and resources they need to deliver on their business objectives with ServiceNow.
Also Read: Generative AI in Healthcare: Key Drivers and Barriers to Innovation
ServiceNow is known for co-creating industry-specific, AI-driven solutions with its customers. Can you share some examples of innovative solutions developed through these collaborations?
At ServiceNow, we firmly believe in “better together” solutions. For example, we’re helping Bell Canada transform from TelCo to TechCo amid a shifting media and mobile landscape. Among other things, that means collaborating on purpose-built telco solutions that accelerate service delivery and meet customer needs in hours or days versus weeks. In retail, it’s been a privilege to partner with Schwarz Group to transform their retail operations and offer our joint customers enhanced cybersecurity through the integration of ServiceNow and XMCyber. We’re also working with STACKIT, another Schwarz Group entity, to create powerful data-hosting solutions for the highest compliance and security requirements. Finally, in financial services, we’re really excited about co-innovating alongside Visa to create ServiceNow Disputes Management, Built with Visa. This is a single connected disputes resolution solution that starts with the first indication a charge is questionable and extends through investigation and final resolution. There are so many of these stories and examples because one of the most rewarding parts of my job is engaging with industry leaders to redefine what work looks and feels like.
How do you measure the success of these AI-driven solutions in terms of business transformation and customer satisfaction?
What we’re ultimately looking to do is help our customers increase case deflection, developer productivity, and agent productivity.
Let’s start by looking at our own deployment. Internally, our IT help desk saves 45 minutes per avoided case. In customer service, our colleagues save 30 minutes every time Now Assist, ServiceNow’s generative AI capabilities generates knowledge-based articles for them. Our employees will save 21,000 hours with faster self-service, and our developers complete noncomplex scripts in half the time with a 48% code generation acceptance rate. We’ve achieved over $5M in cost takeout and $4M in productivity across the organization.
We’re doing the same things for our customers, too. Our CEO Bill McDermott hit on these in our Q2 earnings call, but they’re worth repeating.
First, you’ve got BT Group, which announced that its Now Assist pilot helps agents write case summaries and review complex nodes faster, cutting both times by 55%. This helped drive down the average time to resolve cases by 1/3. Then there’s the London Stock Exchange – they unified 15 siloed platforms and 14 lines of business on the ServiceNow platform and saw deflection rates increase to 85% with 35% time improved and summarizing incidents.
TRIMEDX is a biotech company that increased developer productivity by 22%, with 50% of their developers actively using Now Assist three months from deployment. Kainos is a digital technology solutions provider that dramatically enhanced the quality of their knowledge base by creating hundreds of knowledge articles with Now Assist, contributing to an improved customer satisfaction score of 99, up from 80.
LTIMindtree is using Now Assist for IT Service Management to increase developer productivity by 30% with code and flow generation.
It goes on and on. We’re driving experience-led productivity, and our customers are rallying around these meaningful productivity gains.
Also Read: Humanoid Robots And Their Potential Impact On the Future of Work
What are some of the biggest challenges you face in leading a global team, and how do you address them to maintain a high level of performance?
When you lead a global team, you’re operating across different contexts and cultures. You need a shared foundation and point of reference. At ServiceNow, that’s our purpose and values. I constantly strive to reinforce and model ServiceNow’s core values with our global teams because they directly contribute to our outstanding performance. We create belonging so everyone can bring their full self to work; we win as a team because it is the team that produces great work for our customers; we wow our customers because without them, we don’t have a business; and we stay humble and hungry because we can always improve no matter how well we have done in the past. It’s important we hold these values up everywhere and always – in our conversations, our actions, our decisions.
Finally, we have our purpose…we make the world work better for everyone. This north star lets our teams navigate change, adversity and disagreement, because they know what they’re doing matters. When you have a team-oriented culture, tackling challenges together is fun.
Can you discuss ServiceNow’s strategic growth areas and how you plan to drive innovation and business transformation in these areas?
Our growth opportunity is being the AI platform for business transformation. Fundamentally, that means the whole of the enterprise can be transformed by ServiceNow because we bring intelligence and generative AI to every workflow, persona, and department. What we’re seeing is CEOs and CIOs don’t want a thousand different point solutions…they’re betting on a few strategic partners who can help them build and transform for the AI future.
We’re uniquely positioned to drive that future because our platform already acts as a single pane of glass that connects different systems and data sources. Our vision is to put AI to work for people across
the enterprise by infusing it natively into our existing workflow solutions. We were one of the first organizations to innovate with domain-specific large language models, which are more economical, more accurate, and faster-to-train and -deploy.
As a result, customers are already seeing real value from GenAI.
That’s allowing us to expand from our roots in IT, HR, and customer service to the lines of business. Ultimately, every department needs consumer-grade applications that are easy to build and fueled by GenAI.
Also Listen: AI Inspired Series by AiThority.com: Featuring Bradley Jenkins, Intel’s EMEA lead for AI PC & ISV strategies
What are the top five leadership learnings you would like to share with the growing leaders in this AI-driven world?
- Mission first, team second, yourself third.
- Values drive behaviors that drive results
- Put the customer at the center…always.
- Have fun. Work is hard enough, but when people come together to solve challenges with colleagues they like and respect, it can be a blast too.
- Constraints breed creativity. How can you leverage generative AI to amplify productivity and impact?
[To share your insights with us as part of editorial or sponsored content, please write to psen@itechseries.com]
Paul Fipps is ServiceNow’s President, Global Industries and Strategic Growth, leading teams that are laser-focused on unlocking innovation and business transformation for ServiceNow’s most disruptive customers and partners. These organizations are co-creating and implementing powerful industry-specific, AI solutions with ServiceNow, and their success is our top priority! This role is a continuation of 20+ years as a purpose-driven, growth-focused executive. It expands upon Paul’s previous responsibilities as President, Strategic Accounts, where he spearheaded the effort to build and deliver a breakthrough experience to ServiceNow’s most strategic Marquee Customers. Prior to his time in Strategic Accounts, Paul led the Product, Engineering, Sales & Marketing teams to create and launch ServiceNow Impact, a value acceleration solution that is one of the fastest growing products in ServiceNow’s history.
Before joining ServiceNow, Paul oversaw Under Armour’s global Direct-to-Consumer, Connected Products and Apps businesses as its first President, Connected Fitness and Chief Experience Officer. In this role, he was responsible for company-wide digital transformation and the creation of a digital subscription business model. Paul’s time at Under Armour followed 16 years at Breakthru Beverage, a leading wine and spirits sales and distribution company. Prior to entering the business world, Paul served in the U.S. Army’s 82nd Airborne Division, which shaped his leadership perspective and priorities (the mission, the team, yourself – in that order). He holds a B.S. in Information Systems and an MBA from the University of Baltimore and is a graduate of The Wharton School Advanced Management Program.
ServiceNow makes the world work better for everyone. Our cloud-based platform and solutions help digitize and unify organizations so that they can find smarter, faster, better ways to make work flow. So employees and customers can be more connected, more innovative, and more agile. And we can all create the future we imagine. The world works with ServiceNow.
Comments are closed.