ServiceNow Summit Switzerland 2023

PLENARY / BREAKOUT ROOM 1

PLENARY / BREAKOUT ROOM 1

Panel hosted by Dino Minichiello, Sales Director, ServiceNow

BREAKOUT ROOM 2

Control Tower: We are ready for takeoff!
Thought leadership for workstream 1, Technology & Operational Excellence

Speakers:
Oliver Bliggensdorfer, Sr Advisory Solution Consultant, ServiceNow
Anjali Jaiswal, Solution Consultant, ServiceNow

PLENARY / BREAKOUT ROOM 1

Mind the gap: the connection between employee and customer experiences
Thought leadership session for workstream 2, Total Experience

Speakers:
Armgard Eichhoff, Sr. Director Solution Consulting, ServiceNow
Miriam Erbsland, Advisory Solution Consultant, ServiceNow

BREAKOUT ROOM 3

Generative AI: A double-edged sword
Thought leadership session for workstream 3: Platform & more

Speakers:
Thomas Geering, Advisory Solution Consultant
Amine El Hattami, Applied Research Scientist

BREAKOUT ROOM 2

Skywalker – the rise of Service Management, a journey towards IT stability and foundational transformation

With over 36,000 employees across 40 countries, The Adecco Group uses in the region of 2000 applications and technical services globally. The Skywalker project was established with the aim of enabling Adecco’s foundational transformation in both IT Service Management (ITSM) & IT Operations Management (ITOM). The ServiceNow platform was identified as the key platform we would leverage to drive this change. An essential part of the agenda was the reduction of technical debt across the platform and moving closer to out-of-the-box functionality, thus allowing Adecco to benefit from the suite of available ServiceNow products. In addition, key tooling improvements increased the process maturity of existing processes and also allowed us to establish new process capability.

Another key focus area was the establishment of a Command & Control Centre (C&CC), located in our Prague IT Hub. The aim of the Command & Control Centre was to move from a reactive approach to a more proactive one, eventually becoming more preventative and ultimately predictive. Operating on a 24/7 basis and monitoring our IT estate established record levels of IT stability. This stability allowed our colleagues in the Adecco group to be more productive as we progressed on our Future @Work strategic direction.

Devoteam was selected as the key strategic partner in this journey, They supported Adecco on aspects of the project, ranging from ServiceNow development and expertise as well as helping establish agile ways of working. Come and listen to the story of Skywalker by The Adecco Group and Devoteam!

Speakers: 
Adrien Perrot, ServiceNow Platform Owner, The Adecco Group 
Alexandru Ureche, Global Head of Command and Control Centre, The Adecco Group
Radek Bělina, Solution Director, Devoteam

PLENARY / BREAKOUT ROOM 1

Re-defining employee experience based on ServiceNow
Featured by Accenture

UBS and Accenture will elaborate on UBS HR Employee Experience roadmap and the role of ServiceNow. The session will cover the overall ambition and mission, recap on the journey so far and achievements reached, as well as lay out future ambitions along on the further journey.

Speakers:
Zuzana Fetzer, HR Product lead, UBS
Philip Green, HR IT Program Manager, UBS
Miriam Dachsel, Strategy & Consulting Lead, Accenture

BREAKOUT ROOM 3

Transforming from a traditional to a process-oriented company structure
Featured by B-rightsource.

RHI Magnesita transformed their organization to a new, global business process-oriented structure. This essentially consists of 7 global process areas, which are divided into main and secondary processes with regional characteristics. Join this session to learn how B-rightsource used a Store-based solution to accompany the corporate transformation process, how this solution covers the critical success factor of user acceptance and delivers critical support to make the transformation a success.

Presenters:
Lars Olböter, B-rightsource
Walter Schlögel, Head of Process CoE, RHI Magensita

BREAKOUT ROOM 2

Times-up for cyber risk, an enterprise movement to a bold future
Featured by Deloitte

This session covers the cyber risk transformation project at a manufacturing company in Western Switzerland, which tackled both business and IT functional areas with ServiceNow as the supporting technology. For the business, the IRM and BCM modules were a priority. Managing enterprise and security risks took many people and systems. By reimagining the process with SN, we simplified the root cause identification, improved compliance, and client reputation protection.

Speakers:
Dannie Ivanova, Partner, Deloitte Switzerland
Customer speaker to be announced

PLENARY / BREAKOUT ROOM 1

Time critical - CX to the rescue!
By EY

The work we’re all doing applying the disciplines of experience excellence in our companies for better customer care can have a dual-purpose – securing health and saving lives in emergencies. We’ll share how within days we redirected internal service management and contact center capabilities for a large pharmaceutical company to help patients receive their medicines or transfer them to other hospitals. How much more impact could we have if we collectively responded in future?

Speakers:
Stefan Tesche, Head of Global Customer Experience, F. Hoffmann-La Roche Ltd
Scott Mason, COO, EY Switzerland

BREAKOUT ROOM 3

Platform for the better: How KPMG drives and measures desired ESG outcomes with ESG Management & Reporting.
ESG use case & demo by KPMG

KPMG Switzerland implemented carbon accounting in 2022. Now the end-to-end process, from goal setting, data import and approval, metric calculation to progress tracking and reporting is digitalized leveraging the ServiceNow platform. To ensure that the ESG goals are achieved, related sustainability projects and activities are connected to the sustainability goals in the system. On top, ESG-related risks can be managed holistically now and policy compliance checks have been automated. As a result, KPMG is able to proactively manage the ESG agenda and have a sustainability report that is precise and auditable.

Speakers:
Veit Schulz, Partner, KPMG Switzerland 
Pascale Rey, Manager, KPMG Switzerland

PLENARY / BREAKOUT ROOM 1

ServiceNow FSI industry strategy & EMEA best practice in brief

Speakers:
Kai Lenz, Head of FS Go To Market, ServiceNow
Antje Riege, Director Solution Consulting, ServiceNow

BREAKOUT ROOM 2

Transforming Legal, Compliance & Data Privacy Service Delivery in Healthcare

This session showcases the legal service delivery based on ServiceNow at a major healthcare company. 
Instead of the planned HILTI presentation.

Speaker: Ignaz Füsgen, CEO, smartvokat

BREAKOUT ROOM 3

Serving the Swiss Public: the contribution of a platform provider.

Customer panel moderated by Dino Minichiello, Sales Director, ServiceNow.

Panelists:
Simon Egli, Senior Project Manager, Swiss Armed Forces
Dr. Andreas Kissel, Head Customer Service Management, Department of Justice and Home Affairs, Canton of Zurich
Serge Ballinari, Senior Project Manager Swiss Post / Head of CIO Advisory, At rete AG

PLENARY / BREAKOUT ROOM 1

Leveling up business request fulfillment with ServiceNow
Featured by Swisscom.

Bank Julius Baer is an international reference in wealth management. Inspired by its goal to "create value beyond wealth" and driven by the conviction that the way we invest today is the way we live tomorrow, the Bank invests in innovation and technology to achieve operational efficiency. This includes replacing customized legacy applications with standardized and automated tools and applications.

One such project was the replacement of the business request fulfillment application and its associated portal, which included tens of thousands of elements with countless workflows that were too time consuming to maintain. The entire business enquiry handling process was therefore transferred to ServiceNow. The successful conclusion of the project resulted in a great experience for more than 7'500 requesters with now over 5'000 request per month through one single access point via the Service Portal.

This session will provide a look into how the project came to be, challenges during the process of migration, how the capabilities of the ServiceNow platform were used and contributed to the success as well as an outlook where Julius Baer intends to go with the ServiceNow platform in the future.

Speakers:
Michael Zemp, Sector Head IT Service Engineering, Bank Julius Baer & Co. Ltd.
Simon Pally, Team Lead ACE, Bank Julius Baer & Co. Ltd.
Sarah Levy, Head Interaction & Process Management, Swisscom (Schweiz) AG

BREAKOUT ROOM 2

How Roche has automated its mobility management system for their major sites.

Featured by Plat4mation

This session, customer-led, will showcase at the broad functionality of Roche’s mobility management, enabled by the Now Platform, thus contributing to Roche’s goal to provide its employees and visitors with best-in-class real estate facilities.

Speakers:
Julian Hennig - Smart Mobility Management Product Owner, Roche
Misselwitz Nico - Head Digital Customer Experience & Mobility, Roche
Tomi Selak, Managing Director, Plat4mation

BREAKOUT ROOM 3

Unleashing hyperautomation in regulated industries
Featured by DT-Advisory

Join us as we showcase how SwissSign, a Swiss based Trusted Service Provider, implemented a full Order-to Cash process for their Managed PKI product. The process starts with the order entry via the portal, and includes fully automated fulfillment via REST API into their CA, an automated invoice calculation via Flow Designer and finally via SOAP an integration into their ERP (abacus) for automated accounting and invoice generation.

This project reduced fulfillment from 1 week to 2 minutes and error rates from prior 20% to below 0.1% while greatly increasing customer satisfaction.

Speakers:
Sören Maucher, Senior Solution Architect, DT Advisory
André Steinmann, COO, SwissSign

PLENARY / BREAKOUT ROOM 1

Unlocking Efficiency and Transparency: the journey of Kanton Zurich's Strategic Portfolio Management
Featured by Capture

Kanton Zürich decided to implement ServiceNow SPM in March, 2022. Prior to this, there were no automated customer service processes between Cantonal Management, the Finance Directorate and the Office of IT. There were neither well defined demand management, nor defined resource management processes, and the Kanton operated its project portfolio without proper tool support. Capture, the trusted partner of Kanton Zürich, took the challenge head-on and successfully implemented ServiceNow SPM for demand management, resource management, and strategic planning. We started smart, as standard and simple as possible, and we could go live within 3 months. We transformed manual processes into automated ones and brought standardization to former processes. With SPM, Kanton Zürich now has a clear view of its demands, projects, and results, leading to increased transparency and accountability.

Speakers:
Peter Halbeisen, Organisationsmanager, Kanton Zurich
Gwendolyn Paschen, Sales and Account Manager, Capture

BREAKOUT ROOM 3

Making it easy to work with social security providers
Featured by Arctive.

By providing a customized portal for wage declarations, the Swiss Association of Master Builders (Schweizerischer Baumeisterverband) is helping 9,000 construction companies and 120,000 insured employees to streamline tedious tasks while significantly reducing internal effort. In this presentation, consimo will explain the benefits of Arctive’s solution for all parties concerned. We will look at the design of the solution, which is fully integrated with the client’s ERP system. The potential use of AI, and optimized workflows will be evaluated as future enhancements.

Speakers:
Rolf Frischknecht, CFO, consimo
Martin Markovsky, Lead Expert, Arctive

BREAKOUT ROOM 3

Leveraging the new UI Builder for FSM / CSM Workspace
Featured by Bithawk.

SOS AERZTE challenged BitHawk to implement a solution that would streamline the work of their 70 dedicated employees who annually provide advice and care to 20,000 patients. The solution would need to handle everything from case and patient intake, dispatching, service recording, all the way to generating case reports and invoicing through third-party service providers, all within the ServiceNow platform. To meet the high-quality standards expected by stakeholders in terms of performance and usability, the solution has been built on the Customer Service Management (CSM) and Field Service Management (FSM) modules. Critical points in the process have been customized using the new UI Builder to ensure that the solution is tailored to the specific needs of SOS AERZTE.

BitHawk and SOS AERZTE will demonstrate how you can leverage the new UI Builder to go beyond the out-of-the-box functionalities of your configurable workspaces.

Speakers:
Jagienka Rosiak, Lead ICT Operations, SOS AERZTE
Jesse Szepieniec, Solution Architect, BitHawk AG
Luiz Lehmann, Teamleader ESM Solution, BitHawk AG

PLENARY / BREAKOUT ROOM 1

Changing the mindset and service processes at Swiss Armed Forces
Featured by DXC Technology and FROX

Like all European armies, the Swiss Armed Forces are in the middle of a transformation process into the digital age - enterprise-wide. In this presentation, the Swiss Army (Führungsunterstützungsbasis), together with its partners FROX AG and DXC Technology, provides an interesting insight into the challenges of such a project in an established military organization that has grown over centuries. In addition to IT processes, the platform is to serve as a basis for the digital transformation of operational processes for the troops/soldiers and also integrate various weapon systems in a visionary manner. Special features in the area of security and architecture requirements demanded a lot of creativity and know-how from the entire team to ensure the best possible implementation on the NOW platform.

Speakers:
Simon Egli, Senior Project Manager, Swiss Armed Forces
Sebastian Oelschlägel, Lead Product Owner, Swiss Armed Forces, FROX AG
Ralph Karl Weber, DACH region leader, DXC Technology Switzerland

BREAKOUT ROOM 2

Making CSM work for B2C: How JUWO Zurich revamped its customer service.
Featured by Prozessfux.

JUWO (Youth Housing Network Zurich) rents or buys housing in the city of Zurich - from old buildings to modern housing estates - and sublets it to young adults in education.

Since June 2020, the entire customer service has been fully digitized. Young adults now register in ServiceNow and apply for affordable housing through a sleek portal. Once qualified by JUWO, they are automatically invited to view apartments that meet their needs. Customers then sign up for viewing appointments, express interest in housing, and ultimately receive the contract - the entire process is fully managed in ServiceNow. Even the annual review processes to determine if tenants can still benefit from JUWO's affordable housing are fully automated and managed.

Learn first-hand how ServiceNow can support your core business processes and how JUWO switched to ServiceNow and develops valuable solutions in ServiceNow itself.

Speakers:
Jacqueline Batt, CEO, Prozessfux
Patrik Suter, CEO, Jugendwohnnetz
Claudia Jaberg, Projektleiterin, Jugendwohnnetz

BREAKOUT ROOM 3

Low code maturity: A model for assessing the maturity of your business

In this workshop, we will use our 5-stage Low Code Maturity Model to address the requirements, methods, and challenges of implementing Low Code across the enterprise. The goal is to take up your questions and answer them directly with the help of our Maturity Matrix. Together, we will thus address various questions such as the meaningfulness of a model-based approach in the change management process and the practical implementation of this model.

Facilitators: Thomas Geering and Andreas Schlumpf, Advisory Solution Consultants, ServiceNow

PLENARY / BREAKOUT ROOM 1

The Skills Gold Rush: Mining Untapped Talent in Your Workforce

Today's companies use only a fraction of their existing talent and lack the necessary strategies and tools to recognize and identify their untapped talent. Developing more agile ways of working enables companies to better leverage their existing capabilities, unlock unused skills, and drive business productivity to unprecedented levels.

There is a fundamental lack of visibility into "skills gold" in most organizations, and the process to extract it is more like searching through a sea of unstructured data silos in various segmented HR systems. 1 in 5 CHROs say they have the skills they need to execute their long-term strategy, and 2 in 5 are not even able to visualize their skills chain. There is so much untapped talent or "workforce gold" that we simply cannot see. This untapped potential leads to missed opportunities for engagement, productivity and capacity. The result is recruitment, attrition and retention issues, frustration and loss of valuable institutional knowledge.

Kelley Steven-Waiss will discuss how organizations can tap into the “workforce gold” that we simply cannot see. She will examine the role of new technologies like artificial intelligence that enable more dynamic alignment of people and work, helping us to find new ways to connect the right people with the right work at the right time.

Join Kelley’s locknote to learn how your organization can leverage skills intelligence to power an organization’s workforce, we shift the way we drive productivity, efficiency while delivering employee experiences that drive mission critical outcomes.