Rob Muro
Director of Digital Customer Experience
As Senior Director of Digital Customer Experiences at ServiceNow, Rob is an expert at delivering innovative customer experience solutions on the Now Platform to drive growth, value, and productivity across lines of business. He and his team focus on seamless design to improve customer satisfaction and process automation to increase end user productivity. With more than 15 years building best in-class digital experiences at Fortune 100 companies, Rob is passionate about reimagining service with purpose. He embraces a people-first mindset that specializes in collaborative digital innovation.
Recent News
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Now on Now: Transforming our customer & employee experience with AI
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Now on Now: Using GenAI and Now Assist for customer support
Now on Now: Using GenAI and Now Assist for Customer Support
Now on Now: How we saved $167M and 1.2M hours via enterprise-wide self-service
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Conference Sessions
Now on Now: How AI is bringing our 80% automated customer support vision to life
SES1263-K22
K22 K2022
Now on Now: Transforming our customer & employee experience with AI
SES1398
<p>ServiceNow <span style="font-size: 12.0pt;">®</span>saved $180M in 2023 by enabling self-service options that helped avoid the need for employees and customers to request support. But that’s just one part of how we’ve applied AI across the entire support lifecycle. Using our GenAI driven platform, we’ve improved customer satisfaction with the entire support experience from issue to resolution, while also increasing support engineer efficiency by 10%. Join us to learn about how we used AI at every step of our customer and employee support experience and the lessons we’ve learned along the way.</p>
Now on Now: Using GenAI and Now Assist for customer support
SES3398
<p>Find out how <span style="font-size: 11.0pt;"><span style="">ServiceNow® </span></span>is leveraging Now Assist for CSM to increase productivity of customer support agents.</p>
Now on Now: Using GenAI and Now Assist for Customer Support
SES5104
Find out how ServiceNow® is leveraging Now Assist for CSM to increase productivity of customer support agents.
Now on Now: How we saved $167M and 1.2M hours via enterprise-wide self-service
SES1516-K23
<p>In 2023, employees and customers expect frictionless self-service experiences at scale. In this session, we'll share how we're not only meeting this demand but also driving costs way down while saving precious time. Hear how we saved $167M and 1.2M hours by developing a single self-service framework to keep both employees and customers helping themselves. Get a peek into the CIO Dashboard that tracks our self-service initiatives and value. See how it lets us measure the impact of self-service and forecast future benefits. Join us to hear about our self-service evolution and lessons learned.</p>
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.
Now on Now: Leveraging AI agents for smarter customer support - start NOW! #2
MTS3660
AI-powered agents are transforming customer support by enhancing efficiency, reducing response times, and improving customer satisfaction. This demo session introduces the fundamentals of AI agents in customer service, exploring their key capabilities, implementation strategies, and best practices. Whether you're looking to automate inquiries, streamline workflows, or provide 24/7 support, this demo session will help you get started with integrating AI agents into your customer support operations.
Now on Now: Leveraging AI agents for smarter customer support - start NOW!
MTS3652
AI-powered agents are transforming customer support by enhancing efficiency, reducing response times, and improving customer satisfaction. This demo session introduces the fundamentals of AI agents in customer service, exploring their key capabilities, implementation strategies, and best practices. Whether you're looking to automate inquiries, streamline workflows, or provide 24/7 support, this demo session will help you get started with integrating AI agents into your customer support operations.
Now on Now: Amplifying employee & customer support with AI-powered self-service
SES2431
AI is transforming self-service—are you ready to lead the change? Discover how we’ve embedded AI into every step of the customer and employee support journey, driving a 3x increase in self-service usage by making self-service smarter, faster, and more effective. From issue detection to resolution, we’ll share real-world insights, lessons learned, and the impact AI is having on employee and customer satisfaction and productivity. Join us to see how AI-powered self-service is redefining support at ServiceNow — and how you can harness it in your own organization.
Now on Now: Putting AI to work for customer support engineers
SES2404
In support at ServiceNow, we believe that improving our employee experience leads to better customer outcomes. That's why we've focused on using AI to streamline work and eliminate repetitive tasks, so our teams can focus on taking care of our customers. In this session, we’ll share how we’re transforming the support engineer experience using AI agents, Customer Service Management (CSM), and other Now Platform capabilities. Join us to learn how this approach drives both employee satisfaction and customer success.