At ServiceNow, our commitment to delivering exceptional customer experiences has been unwavering

Yet, we faced a critical challenge: despite excelling in optimizing various customer touchpoints—like support, success, learning, and community—our approach lacked synchronization across these interactions. This resulted in a disjointed customer journey, making it cumbersome for customers to navigate and find the support they needed efficiently. As a consequence, our Customer Satisfaction Scores (CSAT) declined and Net Promoter Scores (NPS) faced downward pressure.

Recognizing the need for transformative action, we embarked on a journey to elevate our digital experiences. Our goal was clear: to significantly reduce the effort required by our customers to engage with us, thereby enhancing satisfaction and loyalty metrics. However, we quickly learned that achieving this objective required more than just implementing new technologies and enhancing user interfaces.

Our journey led us to realize that the root cause of our challenges lay in the absence of a comprehensive enterprise-wide strategy and a holistic view of the customer journey. Simply deploying technology solutions without a unified strategy proved insufficient. We needed a structured approach that aligned our technological capabilities with a clear vision for what the ideal customer experience should be. 

Thus, emerged our strategic framework: the Three Ones. This approach—focusing on the development of One Customer Experience, One Connected Workflow, and One Service Model—aims to consolidate and simplify interactions across our platform. By centralizing multiple portals into a single, personalized digital front door, integrating seamless workflows, and leveraging a unified service model powered by AI, we seek to redefine customer engagement. Our ultimate goal is to minimize customer effort, enhance satisfaction metrics, drive operational efficiencies, and empower both customers and employees alike.

As we continue to evolve, embracing AI across all facets of our operations and refining our approach, we remain committed to advancing our mission: enabling our customers to derive maximum value from their ServiceNow investment through unparalleled experiences and service excellence.