Please welcome, ServiceNow's senior vice president, customer and industry workflows, John Ball. (upbeat music) - Good morning everyone. Welcome to our Customer Workflows Keynote here at K24. I'm fired up to share what's going on in customer and industry workflows and why we're so bullish on the opportunity we've got ahead of us. So, let's start by just recapping what customer workflows is all about. And it's all about helping our customers, deliver awesome service experiences to their customers. And delivering awesome service experiences to customers is something that literally every company on the planet needs. And so we're operating in this huge market and a huge market that's actually been around for a very long time. But this market is getting disrupted and it's undergoing generational transformation. There are really three factors for that. First and foremost and the most important is GenAI. GenAI, the ROI is just so great that you can't really ignore it. We're finally now getting truly, conversational virtual agents and chatbots, et cetera. And if you combine that with the power of workflows, you can really automate and deliver tons of value to customers. So, that is a transformational event that is really sort of inviting people to revisit their previous decisions. The second thing is contact center to the cloud. This is a huge wave. Probably we're in the early stages, maybe 20, 25% of the market has shifted to the cloud, but when we go to the cloud and contact center, we can reimagine how CRM and contact center work together and we'll hear more about that in a little bit. And then last, frankly, legacy fatigue. People are sick and tired of buying a solution, thinking that it was integrated and then pulling out the assembly manual and having to do a bunch of work to make it all work together. Now, I believe as an industry, we're in a better spot now than ever before to deliver on the north star goal of improving service and reducing cost. And that has been the goal and the priority of every chief customer officer, every VP of customer care that I've talked to, well since forever. And so when we think about that, we need to think about where the real challenge is. And the first challenge is of course to meet the customer and the channel of their choice. So, think omnichannel, think web, email, chat, phone, now messaging. That's very important, that omnichannel is very important. But that is only half the story. The other half the story is how you actually get work done to resolve and fulfill the customer's request. Whether it's a disputing banking, a question about a missing package in logistics, filing an insurance claim or placing a new telecoms order. These are all examples where work gets done, across multiple departments and multiple systems. And before ServiceNow, this part of the customer service market was massively underserved and you ended up with what I call swivel chair human middleware, where you're gluing all those processes together with shared inboxes, Excel spreadsheets, Alt tabs, swivel chair as well. Sometimes even Post-it notes and that results in a horribly slow and inconsistent experience for the customers, but it's also very expensive for the provider. Now, we solve this problem by using the power of workflow. With automations, integrations and dedicated experiences to drive that end-to-end customer service experience. And because we have structured workflows, we can enable a much richer self-service experience, not just a conversational Q and A bot, but a GenAI-powered virtual agent that allows the customer to initiate and have a conversation but then kick off an action to resolve their actual request. And of course, with our native CMDB and asset management, we can kick off proactive service more easily. And that's especially relevant for our tech, telco and manufacturing customers. So, we've been on a journey over the last couple years, systematically expanding our functional footprint. And we've been, so we started in middle office service. You all know the story. We then went into front office service, increasingly going after front office contact center. We asked ourselves the question, what if we can make the agent experience even better? How could we make it even more seamless in a contact center environment? And so I'm very, very excited and proud to announce a strategic partnership that we're announcing here at Knowledge with Genesys, the leading cloud provider for Contact Center as a Service. And let me just explain the rationale of this partnership, it's very straightforward. We're expanding more and more into front office. Front office involves contact center integrations, quite often. The problem is that contact center integrations are often hard to set up, hard to maintain. And so what we've done is we've come together with Genesys to bring the best of Genesys, the best of ServiceNow in a turnkey solution that is faster and easier to deploy and then to maintain over time. We're super excited about this and I'll briefly describe what we're gonna get. In a nutshell, agents get a unified desktop experience. So, one place to go for the agents. They have native call controls, native chat controls. You have one place to define your logic and your routing, one place, in Genesys. And because of those two things, we now have all the metrics in one spot to do best-in-class workforce engagement management. Very, very important. Now to tell us more, I'd like to give a warm welcome to Glenn Nethercutt, chief technology officer of Genesys. Glen, come on out. Here we go. Alright, thank you for joining us Glen, thank you for the partnership. Thank you for making the trip today. So, why don't we go ahead and kick it off with you, telling us a little bit more about Genesys and your role there. - Sure, thanks for having me today. I've spent a little over 20 years, almost 25 years now in the technology industry as a software engineer and architect and now the CTO at Genesys. And for those of you maybe a little less familiar with Genesys and what we do, we've sort of been synonymous and for many years with customer experience in the voice market. But really with the rise of Genesys Cloud, over the last seven years, we've sort of expanded that now to be a key player in the digital, in the AI and in the workforce engagement industries as well. And our mission's pretty straightforward. It's to bring the power of empathy to every experience, both within and beyond the contact center. And thankfully over those last seven years we've been able to sort of evolve that thing that is now Genesys Cloud to be from green-field idea to a $1.4 billion ARR business. Impressive. - Every single day, we're handling over 50 million conversations. It's about 1.5 billion human conversations, happening on the platform every week, all around the globe in 20 different regions. - Impressive stats, that's a lot of conversations. - It is a lot of people talking. - Alrighty. So I'd like to get your view, 'cause I've been asked this question. We presented this partnership yesterday at Financial Analyst Day. Everyone came to me and said, "Why now? "Why are you guys doing this now? "Why are we coming together, "bringing our platforms together at this moment in time?" What's your view on that? - I mean, I think there are many pieces of the message that ServiceNow's been saying for a while that digitizing, moving to cloud, all of those have changed I think from just being an opportunity to now being a business imperative. I've certainly seen that myself. We see a massive number of conversions from traditional on-premise software to cloud every single day on the platform. And frankly, it's because our customers expectations, continue to rise, right? They're meeting very tough demands, they have a lot of constraints in their businesses and they expect more, they expect more from us now, probably more than single vendors can really deliver. They want to improve their customer engagement, right? They want to impact brand loyalty through value. They want to simplify the agent experience. And you also wanna automate workflows and you wanna do all of this to just really improve and impact your business outcomes. So, they're looking for a complete solution that might be from the best of CCaaS, the best of CRM, the best of workflow automation. And you want all of that without actually investing in custom integrations, right? We want to have that naturally evolve and be part of the platform. So our vision, our shared vision with ServiceNow is to redefine customer experience. We wanna pioneer this unified system, right? That is going to encompass not just the front office where customers have traditionally been focused, but to really connect and encompass the front, the middle and the back office altogether. Seamless flow of data between our platforms. So, it's a data exchange, not just an API one. And so I thought we're just logical partners to deliver on this. - Completely agree, really could not agree more. So as you know, I'm super excited about this. Glen and I have been working on this for months. What about yourself? What specifically about this partnership, excites you the most? - Well, as a technologist, I think the thing that struck me first was this was very much a builder's partnership. We're both technology players at the end of the day. We've had similar principles and similar ethos around things like API first, event driven systems. All those are very important and we also think about AI being a horizontal, right? It should be infused across our products and our platform lines. AI is not a vertical, right? And I think we shared that kind of understanding and that platform-first ideology that we've always had with Genesys Cloud, meant that we always thought, people would build on top of it, right? That's how we expected this to happen. So, that led to some really great fluidity of work, I think between the two of us being good flatmates as my team across the pond might say. We started at a better place than a lot of other integrations and partnerships did. And I think that's made it a lot easier. The flexibility that we've got now to interchange what we're going to use, means it's easier for us to achieve that single workspace where we can have agents, supervisors, subject matter experts, all sharing a single consolidated place and pulling all of our routing together, so that we have a single place to worry about rules or policies or AI infusement, like that can go into a singular engine, that's what they want. And that's gotten much easier for us because of that ethos. So, it's all sounds kind of simple. This isn't like great alchemy necessarily, but it's something that others haven't been able to do, at least not until now. - Totally agree, totally agree. It's amazing how aligned we are on building what's right for our customers. So, any last words of wisdom for the audience? - Well, I'd say at Genesys we've spent an awful lot of time over the last few years, trying to articulate experience as a service as where we're focusing, right? We've moved from what we used to talk about, which were calls and chats, interactions. And then we started talking about conversations and now we're talking about customer journeys. And I think that's important. And our organizations are fundamental believers in tracking that sort of thing and helping people evolve that with automation. And we're big believers in AI. It's hard to get away from those two letters in our alphabet right now, but it's real. And thankfully we've been working at Genesys on AI for about 20 years. We've got some great team that are working across the stack for everything from agent Copilots to what we've done even for things like transcription. Every single week on the platform, if you have any idea how much audio we're we're transcribing and sending off to the AI, it's about 600 years of people speaking that we're putting through our AI systems every single week. So, frankly I think it's a fantastic time to be alive. It's a wondrous time to be a technologist and it's a great time to be a partner with ServiceNow. - Awesome. That's amazing, 600 years in one week. Whew, serious stats. Alright, well so Glen, thank you so much for making the trip. Thank you so much for being a great partner. How about a round of applause for Glen? - My pleasure. (audience applauding) - All right sir. - Thank you. - All right, thanks. All right, so we kicked it off, that's a great transition into GenAI. We started off the presentation saying that GenAI was gonna be a catalyst for change. You heard it this morning with Bill. We believe this very strongly. I believe this is true whether you're in B2B complex or B2C high volume, AI and GenAI is gonna be very important. And I think it really goes back to that mantra of reducing costs and improving service for customers. And we can do that because now we can drive, better self-service experiences with AI-powered search, virtual agents and all without all the painful setup that we used to deal with, with dialogue flow design, intent model training, slot filling. Anyone who's built a chat bot in the old world, knows how painful that is. Now for agents, it's all about driving agent productivity. And so when you think about it, at every step in the life cycle for the agent, you have the opportunity to shave off some time. So imagine a chat, it's going through virtual agent, it gets escalated to a live agent. You can do a chat summary, so that the agent doesn't have to scroll up and down, through the history to figure out what's going on. Then think about case summarization at every stage in the case life cycle. For example, when you've got follow-the-sun, this is very typical, agent handoff from agent one to agent two. The receiving agent doesn't have to then go through and read all the history, the case notes, the task notes, et cetera. They're up and running right away. And then of course at the end, you've got the dreaded case wrap up, which often gets not enough love from agents and so here GenAI can draft the resolution note or the case wrap up, tweak it if they need to. And that there are two advantages there. A, you're saving time so they can get onto the next case, but B, you end up with better data quality. Like it's proven time and time again, the agents are rushed to get to the new next case. So, they don't actually deliver enough of the data that they should. Same goes for KB generation. I think John and and Joe showed that this morning in the keynote. Knowledge-based generation, very important but also takes a lot of time so people, don't always spend the time that they should on that. Alright, so I wanna switch gears now and let's not forget about the folks in the field, the field techs. They can also benefit from GenAI and I want to talk about field service management, which is one of our fastest growing product lines that's getting a ton of investment and also delivering a bunch of innovation. So, field service is all about delivering service at the physical point of need. So, the physical point of service like installing machinery, fulfilling an order in telecoms or even delivering in-home medical care. So, what's great about ServiceNow field service is that it's built on the same stack. This goes back to my previous theme of it's all on one platform, no assembly required. So, you've got the same data model, out-of-box integrations with CSM. For example, you can create a work order from a case or a work order from the order that is created on the commercial front. And so let's just talk about a couple of the capabilities that are important. So, intelligence, scheduling and dispatch, it's very simple. It's all about getting the right tech to the right location with the right parts at the right time. And you do that, so that they can complete the job on the first visit. Plan maintenance, this is all about proactive service, servicing assets before they need an emergency brake fix, 'cause that's a lot more expensive. Mobile playbooks is a huge win for the field techs. Think of it as basically a wizard or a step-by-step guide for troubleshooting or completing whatever job they have. The whole goal here is to infuse the 20 years of experience of a 20-year tenured field tech into that two-year tenured field tech who hasn't yet learned a lot. So, huge savings for all the folks in field service and again, it's built on the same stack. So, FSM inherits the same AI process mining that we have elsewhere. So, you can find those bottlenecks. Couple of areas I want to double click on in field service. The first one is schedule optimization and this takes our intelligent scheduling to the next level. This is a big win, especially with large teams with a high volume of work order tasks per day. And this is organic innovation that we built ourselves. What you're doing is you're taking into account all of your objectives and your constraints. So, objectives like minimizing truck rolls, minimizing SLA violations, your constraints such as requiring mandatory parts or mandatory skills. We then take all of that, we send it in to an optimization engine that was built by our research team and they use a bunch of crazy operations research math that I don't understand and we develop an optimal schedule. And again, this has been organically built here at ServiceNow. So, super excited about that. I mentioned GenAI earlier. So analysis for FSM, same concept as the case wrap up for the agent in the call center here. You're summarizing all the work performed, generate a draft closure note, speeds up the whole process, especially important when you're on a mobile phone in the field. It's a lot easier and faster to do this when you get the draft and then you can edit it. And then last field service marketplace. This is all about enabling outsourcing of tasks to contractors in a structured and efficient way. Unfortunately that's done manually today for the most part. And when you take a look at the field service market, roughly 40 to 50% of field service is done through contractors. So, if you can find a way to use workflow to make that a lot more structured, a lot more efficient, we think this is a game changer. Alright, so I'm gonna switch gears back to how we're expanding And as I mentioned earlier, we've been on a journey for years, expanding that functional footprint, starting in the middle office for service, then going to front office for service, increasingly in the contact center. So, you might be asking what's next? Well we asked you our customers, what should we focus on next? And they told us that they had the same human middleware problem, the same efficiency problem on the sales and commercial side of the house as they did on the customer service and sport side of the house. They had challenges dealing with sales exceptions, they had challenges dealing with service to sales use cases and they ask for help. So, I'm super excited and very proud to introduce you today to sales and order management generally available, since our Washington release. And this represents a huge step forward in our functional footprint, allowing us to cover many more use cases for our customers, solving especially more use cases on the sales and commercial side of the house. So, with sales and order management, what you get is the ability to create and manage opportunities, define your commercial catalog with dynamic pricing and then leverage our configure price quote and guided selling for order capture. And the key thing to understand here is this is all in one platform, no assembly required, it just works. And so this is obviously a new area for us. So, new buying center, new personas. So, I want to outline where we're going to initially focus and initially we're gonna be laser focused on those two pain points that our customers have told us about, sales exceptions and service to sales. So sales exceptions, think of a retailer that orders 10 pallets of something but only eight show up. Well they have to contact the supplier, create a case, et cetera, et cetera. That's either manual or custom coded today. We believe that we can bring a solution to this and really change the game. In service to sales, this is all about leveraging the fact that the customer service agent has just resolved your problem. So, they're in a great spot to upsell you. Think about a newlywed couple that contacts their insurance provider to add a driver to the policy, well that's a great moment for them to get upsold on adding additional merchandise to their policy like the engagement ring or say in telecoms you've all contacted customer service and after you get your problem resolved, I'm sure you've seen an offer with additional services like home security, mobile phone, et cetera. So, here we go. Alright, I think it's time to bring this to life by hearing from a customer and seeing a demo. And we're privileged today to have a longstanding CSM and FSM customer with us who's done some amazing things with ServiceNow. So, please give a warm Knowledge welcome to Jochen Hostalka, senior vice president at Siemens Healthineers and our own VP of marketing, Sheri Kahn. There we're, sorry. Jochen, thank you so much for your partnership. Thank you for coming today. Sheri, take it away and I did not forget to give you the clue. (Sheri laughing) - Thank you John. And thank you Jochen so much for being with us. We appreciate your partnership and and coming to Knowledge. So, let's kick it off and can you share with the audience, a little bit more about Siemens Healthineers and your role as the SVP of IT for customer and enterprise services? - Yeah, first of all, thanks. Thanks John for the nice introduction and thanks Sheri for bringing me on stage. Yeah, exciting news that we have seen here just before. When the two solutions of two main providers that we are actually using in our daily business, come really closer together on a unified experience solution. This is definitely something that we will be looking into as soon as it's on the market. Yeah, really pumped up for that. Yeah, lemme talk a little bit about, Siemens Healthineers first. Yeah, we are a global leading medical device company. We are in a size of 70,000 people around the world and we have a direct presence in about 70 countries around the globe. We are producing devices in the area of laboratory diagnostics, digital imaging, as well as advanced therapies and also cancer care. So, when you're in a hospital, you pretty much will see a lot of systems that are from our company and working in a chain of of diagnostics there. Our mission at our company is pioneering breakthroughs in healthcare for everyone, everywhere sustainably. I'm Jochen Hostalka and I'm leading the IT for customer service, inside Siemens Healthineers and for that everything around ServiceNow CSM is super relevant for us. All right, Siemens Healthineers is literally helping to save lives. We couldn't be more thrilled to be partnering on that journey. So to that end, can you tell the audience a bit more about your digital transformation journey and the role that ServiceNow is playing? - Yeah, so during the last years we really have been on a journey to really transform our business in customer service from onsite to online. For that we figured out that we really need to modernize our digital landscape from a lot of siloed applications and a lot of distinct use cases to more platform-driven use cases. Make a reuse of leading platforms in our equipment and therefore we have introduced, quite a few leading platforms, ServiceNow in the middle, but as well Genesys Cloud for taking in all our customers phone calls and we have been connecting them all together, around ServiceNow. And ServiceNow is the place where our agents are working, but also utilizing the power of innovation as well as the power of the features of all the other platforms around it. ServiceNow is pretty much the gravity center for us where our agents work and this is really the place where for us, the onsite to online happens and comes to life. - Excellent. And you mentioned Genesys and you all just heard the announcement from John and from Glen about the partnership. So, tell us more about your path with Genesys and what excites you about the new integration. Yeah, some while ago, Genesys really helped us out of a bad situation. We had really trouble with our existing call centers so we migrated to that new cloud solution and ever since we have a really smooth life and we didn't miss a single customer call in years now, ever since. Yeah, so for us it's the transition to cloud was a boost in customer experience, but more even for our internal colleagues, the agents, they got away from many distinct screens into one place. So, we got a real good boost for all our agents, working every day with that tool. It was also a super support during the pandemic time when work from home was the standard and we could have a cloud solution where our agents connect from home. For us it was super important that this is reliable and doesn't fail at any time because healthcare, this is mission critical to everybody and we need to be there for our customers when they need us most in the point in time when they treat a patient in a severe condition. So, for us the target was to create one integrated desktop for our agents, though they can really work perfectly in their stressful day and make their life easier, make them less stressful and then therefore be able to support our customers better. - I love that every single call counts. It's so mission critical what you're doing. All right, now the other thing that John talked about is introducing sales and order management. And we know that's dear to your heart in that combination and blend of sales and service. Can you tell us a little bit more about how that's working at Siemens Healthineers? - Yeah, so there's pretty much two major use cases that we have in that area in Siemens Healthiness. So, once a system and a contract for that system is sold, the sales colleagues pretty much go off and the rest of the lifetime of a product and the service contract is with the service organization. So, in that point we are introducing the system on site with the customer and this is what we call a project management. And after that, sales is out. In the lifetime when the customer is there with us, over the last three years of a contract, we often have the situation that a customer wants to have additional services, additional solutions with us. And today we have a custom built solution to actually give the customer this flexibility. When they call us we help them directly and we figure out how to do that online. But this is also why we really look forward to the SOM. You will hear here on the sage around this is a topic that we really want to look in to really make also for our agents the life more easy when they're online with the customer and can help the customer, even if that is not covered by a contract today. I hopefully that resonates with several of you as well when you have sales teams. Your sales team is out there selling big MRI machines, but customers still want more, they want additional services and arming the service team to be able to sell is critical. Alright, so my last question, it wouldn't be 2024 if we didn't talk about AI and GenAI. So, let's tell the audience what you're doing and what your future plans are. - So, our future plans around the platforms we have integrated, first of all, we want to get the maximum out of our investment. Let's be real. We have invested a lot and we also want to get out a lot there. So, this is the first thing. Bring the platforms around the world to all our 70 countries, to all our 70,000 people and especially the customer service. It's about adopting the innovation, such as the new experience layer, coming from ServiceNow and Genesys. But then of course the big thing for us in the next years is the generative AI. We are in a customer service area, this means in a human-centered and the heavy workload environment. And this means we really must use that generative AI power to reduce workload, to reduce stress and to make actually faster fixes for our customers. We want to boost the CSAT with our customers and we also want to to reduce the effort for our agents for solving them more than 1 million tickets, each and every year. So, when you think about 15 to 70,000 people in our company, that's a lot of capital that we want to leverage on with generative AI. So being concrete, talking about Genesys, I think we are really excited about the fact that we will have a situation to transform voice into text and then work with generative AI on that. And for ServiceNow, everything that we have invested, all those use cases we to put AI to work to really support and summarize the ticket and just make the ticket flow much faster. - That sounds wonderful. Jochen, thank you so much for being here. We are so thrilled to partner with you and your mission on improving healthcare. - So thank you. - Alright. Okay. All right, so we are going to switch gears and now it's time to show you a demo, so you can see all that you've been learning about in action. And we're actually gonna use Siemens Healthineers as the inspiration for this demo and give you a peek into how they're using the ServiceNow platform. So before we get started, I'd like to welcome to the stage, my partner is going to help me with giving you this demo. Please welcome our technical marketer, Ken Blaise to the stage. Alright. Okay, thank you Ken. Are we ready? - I'm good to go Sheri. - Okay, here we go. Let's get into it. Okay, so our story begins with Anne Moore who is a member of the procurement team at Stanford Healthcare. She places an order with for a Magnetom Terra MRI machine, say that 10 times fast. Along with a preventative maintenance plan for their Palo Alto clinic. Now once this order is submitted, it heads to Siemens Healthineers where Michael Thompson, the contract administrator makes sure that this order is fulfilled. So, Michael starts his day in the account 360 dashboard within sales and order management. This provides him with complete visibility on all orders and their status. In the dashboard he sees an alert for a shipment delay for one of the key assembly components needed for the Stanford order. So, he drills down into it. So, Michael has line of sight to the entire chain of the order and fulfillment process. He sees the shipment delay which would cause them to be out of contract with Stanford and also delay revenue recognition for Siemens. So, he needs to do something about this. So, using customer service management, Michael creates a case, this kicks off a process with the Siemens Healthineers procurement team to go negotiate an early delivery date with the supplier, so they can keep the Stanford installation on track. Once the new date is confirmed, procurement is successful. Michael shares it with the installation team, so they can start scheduling and with the finance team, so they can adjust revenue recognition if needed. With the steps completed, Michael is ready to close his case. Now in the past, Michael would've had to do all of his case summary and notes of all the steps he's taken and manually summarize that before closing it but with Now Assist in the power of GenAI, he's able to get an autogenerated summary of the issue and the steps taken, saving him a bunch of time. In addition, Michael's also able to use Now Assist to draft an email to Anne about the revised install date. He does that, Anne's informed that everything is all set and she's aware of the new shipment and installation date. So, now with the date confirmed, an installation crew can be scheduled and dispatched. Here we have Joanna King who's a dispatcher at Siemens Healthineers and she works in the dispatcher workspace where she's got everything that she needs to schedule and process orders. Joanna sees the work order tasks from Stanford's MRI order. She's able to bundle the three tasks together into one group so that technicians can track, start and complete related tasks together. Once she completes that, Joanna creates an ad hoc crew to manage the multi-day installation. Now, she can easily create the crew and assign the team members based on technician availability and skill set. So, she does that and makes Anthony Roy the crew leader. The multi-day installation is now also reflected in her dispatcher workspace. So, now let's fast forward to the date of work. Anthony's crew is ready to install the machine. So, with ServiceNow, the technicians have the agent app, so they have the power of the ServiceNow platform in the palm of their hands. So, Anthony opens the installation task and using indoor mapping is able to find the exact location of the install in the Palo Alto clinic. Anthony also has access to questionnaires and Knowledge articles, which allow him to easily follow standard procedures and view documentation like installation and troubleshooting guides. So, he has everything that he needs to make this successful. Anthony's crew follow an installation playbook which guides them through each step of the process. They make their way through the playbook as the crew completes the work. And with the power of the ServiceNow platform, Anthony and team are actually able to finish the install, earlier than expected, enabling Stanford to serve more patients and helping Siemens achieve revenue recognition even faster. Anthony then begins to close out the work order and in the past technicians, would've had to manually enter all the steps that they took and their individual notes. But now Anthony elects to have, Now Assist do the work for him. Now Assist automatically generates his closure notes, so he can move on. And with Now Assist doing the work, Anthony's able to wrap up quickly. He has Anne sign off that everything has been installed successfully, right there in the app and he closes out the work order. Anthony is now ready to go onto his next site. Alright, so our story doesn't end there, because weeks later Anne hears that the clinic, hears from the clinic, excuse me, that an upcoming maintenance is scheduled for a weekday when they are most busy. They wanna know if they can change their maintenance to the weekend. So, Anne places a call to Siemens Healthineers. Her call is routed to a Siemens support technician, Jason. Now Jason is working from the unified experience solution from Genesys and ServiceNow, which enables him to swiftly capture and fulfill customer requests coming from any channel. So, Jason accepts Anne's call and is presented with real-time voice coaching and suggestions from Genesys based on the conversation and customer sentiment. So as they chat, the conversation is transcribed in real time. So, Jason verifies Anne's identity and Anne tells him she wants to change the maintenance schedule to the weekend and provides the device serial number. Jason verifies the MRI device and checks the plan coverage. He now sees that Stanford has the plus plan which only provides weekday service. So, Jason clicks on a notification for a suggested action that prompts him to find a new plan, guided decisions pre-select all of Stanford's entitlements and presents other options. Jason selects the extended hours option and the platform recommends the top plan. So, Jason informs Anne that Stanford can upgrade to the top plan which will provide the desired weekend service. Anne agrees to the upgrade right then and there. So, Jason then creates an opportunity which will be routed to the sales team for next steps and lets Anne know they will be reaching out. So, with all her concerns resolved, Anne thanks Jason and ends the call. And once the call ends, Jason is provided a summary of the call from Now Assist, which he can review and modify, before moving on to help the next customer. So, from sales to fulfillment, service, upgrade and renewal, that is how ServiceNow's AI-powered platform, helps Siemens Healthineers and organizations such as yours, streamline processes, reduce manual work and provide exceptional service to customers like Stanford Healthcare. Thank you. John, back to you. - Thanks so much, great job. It's always great to, thank you so much. It's great to hear from a customer and see our products in action. So, you've heard a lot today, you've seen a lot today. So, I'm gonna briefly recap and if there's one thing for you to remember from today is you can sell, service and fulfill on one platform and that's our platform, Now, I also wanna say that we've been maniacal, about building this in the right way. So, you have one consistent experience, one consistent business process, FSM, CSM, sales and order management, all coherent. You don't have to spend a bunch of time and money, coddling together. New tagline for us is no assembly required and that extends to our industry solutions as well. We take the foundation and then we build the vertical capability on top, making it faster and easier to deploy. But it's all consistent, it's all configurable. You don't have six different ways to do an appointment booking like in some other platforms. So, sell, service and fulfill on one platform. We are running a little short on time. So, I'm going to gloss over the roadmap session. We do have a lot of roadmap sessions over the next two days. Tons of innovation. I'd say the main point of this slide is we have innovation going on at the platform level, at the application level and then at the industry specific application level. And so since it's all on one platform, we inherit all the goodness from the platform constantly. So, we're constantly innovating playbooks on portals, a good one for Washington, field service marketplace that I talked about earlier. Obviously sales and order management. In Xanadu, we will have opportunities on FSM mobile, et cetera. Again, the product sessions or the product roadmaps will be led by our product leaders. So, it's real stuff, it's not marketing. And again, continuing to improve over time. So, we have very little time left. So, I'm gonna do three simple calls to action. If you're interested in specific industries, please check out our industry solution keynotes. Those are starting tomorrow on Wednesday, very specific industry, specific roadmaps. Mentioned earlier, the product roadmap sessions led by the product leaders and also over 25 customer-led sessions. The customer-led sessions are my favorite. You always learn something new, really great. And then of course our expo here where you can learn from our experts and see demos. Check it out to learn more and I think we've got, we're now going to do a live introduction to our customer experience solutions at the expo. So, thank you all for coming, have a great Knowledge.