Fernando Castro
Senior Staff Outbound Product Manager-Customer Service AI
Fernando is a technical and process expert with over a decade of experience in the NOW platform, focused on CSM since its early days. He has held many implementation consulting and leadership roles with multiple partners, customers and his own practice on his career across all regions.
He is currently dedicated in helping customers maximize the business value out of their implementations through leading practices, adoption of the latest product innovations, contextual/scalable guidance on capabilities adoption and collaborating with product teams with insights from customer engagements.
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CRM AI Academy: Designing and Deploying Successful Agentic Workflows
ServiceNow Community
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1 day
Implementation Insights on Now Assist for CSM and FSM
Achieve full value & scalability: Leading practices for CSM / Industry workflows
Implementation Insights on Now Assist for CSM and FSM
From ITSM to CSM: Achieve enterprise service management for all customers
Achieve full value & scalability: Leading practices for CSM
Conference Sessions
Achieve full value & scalability: Leading practices for CSM
WKS1559
Learn the intended blueprint to fully take advantage of your CSM implementation across the enterprise and various types of complexities. Take a journey from the strategic reference framework across a customer personas and lifecycle, to the tactical key data models and better together connections with CMDB, FSM, ITSM and ITOM. Join this interactive session and learn how to create an innovative, comprehensive yet consistent and scalable implementation for customer operations based on leading practices and lessons learned.
Implementation Insights on Now Assist for CSM and FSM
SES3211
Is your platform and data ready for generative AI? What are the key configuration aspects and top gotchas when looking at CSM or FSM implementations? Let’s overview the leading practices and common challenges to prepare for in this journey.
Implementation Insights on Now Assist for CSM and FSM
SES3212
Is your platform and data ready for generative AI? What are the key configuration aspects and top gotcha’s when looking at CSM or FSM implementations? Let’s overview the leading practices and common challenges to prepare for in this journey.
From ITSM to CSM: Achieve enterprise service management for all customers
SES3225
<p>How do we expand from IT solutions to customer-centric experiences? Learn how <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;"><span style="">ServiceNow®</span></span></span></span> Customer Service Management (CSM) facilitates comprehensive enterprise service management transformation beyond IT, empowering business units to collaboratively create value for both internal and external customers.</p>
From ITSM to CSM: Achieve enterprise service management for all customers
SES3226
<p>How do we expand from IT solutions to customer-centric experiences? Learn how <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;"><span style="">ServiceNow®</span></span></span></span> Customer Service Management (CSM) facilitates comprehensive enterprise service management transformation beyond IT, empowering your business units to collaboratively create value for both internal and external customers.</p>
Mastering AI for Customer Service Implementations
SES3538
Revolutionize your customer service with Agentic AI. Whether you're exploring initial use cases or refining your approach, we'll guide you through practical strategies for implementation. We'll address critical AI implementation challenges like data readiness and contextual prompting. Learn how to transform your customer service from reactive to proactive, leveraging ServiceNow's AI capabilities to stay ahead in the digital age.
360 Exchange: How to successfully implement and roll out Customer Service Management
SES3177
Ready to start transforming your customer service capabilities with ServiceNow? Join us as we discuss proven implementation and rollout strategies, giving you high-value insights into how to successfully deploy Customer Service Management (CSM) in your organization. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
From siloed to streamlined: Transform your CRM with unified data
SES3607
Unlock the full potential of your CRM implementation with ServiceNow's innovative approach to bridging front, middle, and back offices. We'll introduce you to strategies for implementing CRM Foundational Data Models that work seamlessly with CSDM V5, empowering you to create scalable, high-performing, and secure solutions without the headache of heavy customization or frustrating upgrades. Whether you're in CRM or focused on a specific industry, these foundational principles will elevate your customer experience and operational efficiency, setting you up for success.
From generative to agentic: Build your first AI Agent for CSM
LAB3532
Kickstart your Agentic AI journey in CSM with the foundational knowledge and best practices to confidently build your first AI Agent for Customer Service Management or even your Industry product! Follow along an interactive journey from using generative AI to enhance customer self-service to using agentic AI to boost live agent productivity — ending with how admins efficiently configure and optimize AI Agents to deliver personalized, scalable and customer-centric solutions powered by AI.
CRM solution-a-thon
SNU3282
Show off your skills in an interactive case study where you put your Customer Relationship Management (CRM) experience to the test! Immerse yourself in real-world scenarios of escalated implementations and collaborate to present solutions. Hear from SMEs about how your presentations measure up against the leading practices in the CRM space. Let's see who walks away with bragging rights for the best solution architecting!