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Session Code: BRE1670
Presenter(s): Keith, Dave, Ian
Company(s): Shaw Cablesystems G.P, Shaw, Shaw
Abstract:
Shaw has been on a ServiceNow journey that has transformed the way their customer support agents handle cases, route work to IT, and dispatch field services to customer homes and businesses since 2017. As an extension of this journey, Shaw is implementing a phased approach to an integrated CMDB that will standardize the architecture for digital services to be rapidly rolled out and supported — as well as a next-generation customer service experience that proactively understands the implications of interruptions, and can offer exceptions and/or recommendations directly to customers before they’ve experienced an outage. Attend this session to hear more.
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