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ServiceNow Inspire: Evolving the 99% according to what works for the 1%
ServiceNow Inc.’s definition of success isn’t revenue and market capital; instead success is measured on customer satisfaction and the value they get from the ServiceNow platform, according to Michael Hubbard (pictured), global vice president of Inspire at ServiceNow. With the goal of helping all customers, the company’s Inspire program focuses on transforming service management strategy for the one percent of clients who have the biggest opportunity or largest crisis, plus the will and power to embrace the greatest change.
“It will change their market cap value, and it will change our market cap value,” Hubbard said about companies participating in the Inspire program.
Hubbard spoke with Dave Vellante (@dvellante) and Jeff Frick (@JeffFrick), co-hosts of theCUBE, SiliconANGLE Media’s mobile livestreaming studio, during this year’s ServiceNow Knowledge17 event in Orlando, Florida. They discussed the first year of the Inspire program and Hubbard’s vision for the future. (* Disclosure below.)
‘Incalculable demand’
Selecting a client to participate in the Inspire program is based on a combination of science and gut-feel, according to Hubbard. The Inspire team questions how innovation around a problem will help the other 99 percent of customers that they cannot work with directly, as well as the brand and credibility of the company and their willingness to commit to transformation.
From the client’s side, Hubbard understands that commitment to Inspire requires a more valuable kind of investment than money.
“I’m asking for the one resource you do not have the ability to create or procure more of, which is time from your most talented leaders,” he said. “And I’d better give you something hugely valuable in return.”
In the end, the decision comes down to trust and respect in Inspire’s ability to provide value, Hubbard stated.
Watch the complete video interview below, and be sure to check out more of SiliconANGLE’s and theCUBE’s coverage of ServiceNow Knowledge17. (* Disclosure: ServiceNow Inc. sponsored this Knowledge17 segment on SiliconANGLE Media’s theCUBE. Neither ServiceNow nor other sponsors have editorial control over content on theCUBE or SiliconANGLE.)
Photo: SiliconANGLE
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