Sarup Paul
VP, Product Management, CRM and Industry Workflows
Sarup is a Senior Director, Product Management - Customer and Industry Workflow at ServiceNow. Leads ServiceNow's Products for Customer Engagement.
Manages a global staff of product leaders and product managers focussed on - OmniChannel (Voice/CCaas integrations, Web, Mobile SDK and App, Mobile Messaging, Embedded experiences), Content (Knowledge/KCS and Communities), Agent Experience (Phone, chat, email, collaboration), Workforce Management.
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360 Exchange: Implementation & rollout strategies for Customer Service Management
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Step-by-step guide to Knowledge administration and usage
Retaining certain Knowledge v2 features after upgrading to v3
All things Upgrade considered on Knowledge v2 to v3
Conference Sessions
360 Exchange: Implementation & rollout strategies for Customer Service Management
SES2901
<p>Ready to embark on a transformative journey to enhance your customer service capabilities with ServiceNow®? Join us for an insightful discussion on implementation and rollout strategies, gaining invaluable insights into successfully deploying Customer Service Management (CSM) solutions within your organization. Tailored for practitioners and implementors, 360 Exchange provides a distinctive opportunity to connect directly with ServiceNow experts and peers. Prepare to delve into open dialogues, share invaluable insights, and collectively explore solutions to common challenges.</p>
Unleashing Contact Center Innovation
SES1552
Contact center migration to the cloud is accelerating as organizations seek the flexibility, scalability, and security of digital platforms like ServiceNow®. Through integration with Contact Center as a Service (CCaaS) providers, Customer Service Management (CSM) serves as a single system of action for engagement, automation, and orchestration to elevate customer and employee experience. Learn from product leaders about how CSM, in harmony with CCaaS partners, empowers organizations to reimagine contact center operations and drive customer loyalty.
Customer Service Management Product Roadmap
SES1555
Join this session to learn about what’s new for Customer Service Management (CSM). Hear from CSM product leaders how the latest innovations can help businesses deliver great customer experiences while reducing costs and share a sneak-peak into the product roadmap.
Ask the Experts: Knowledge Management
CCE2417-K23
<p>Are you considering investing in ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span> Knowledge Management solution? Or have you invested in it but would like to learn more about roadmap and best practices? Come to this session to learn more about ServiceNow's Knowledge Management product and ask the product team your questions!</p>
Product Roadmap: Customer Service Management (CSM)
SES1325-K23
<p>Join this session to learn about what’s new for Customer Service Management (CSM). Hear from CSM product leaders as they walk through the latest innovations and how they can help your business reduce costs while still delivering seamless customer experiences, and share a sneak-peak into the FY23 roadmap.</p>
Customer Service Management Roadmap: Transform customer and agent experiences
SES3529
Discover the latest in Customer Service Management (CSM) and how we are transforming Customer Relationship Management (CRM). CSM product leaders will share recent innovations and the FY25 roadmap, including AI's role in enhancing customer and agent experiences. Learn how our unified, connected approach strengthens CRM for a complete customer view, boosting productivity and satisfaction while fostering loyal relationships. Plus, see how ServiceNow AI Agents are revolutionizing customer service efficiency and effectiveness.