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‘Workflow’s calling is to rejoin the fragmented parts of an FI’: ServiceNow’s Lauren Robbins

  • ServiceNow works with hundreds of financial services firms to create digital workflows in IT.
  • During the pandemic, the software company has seen more clients improve HR and customer service experiences, as well.
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‘Workflow’s calling is to rejoin the fragmented parts of an FI’: ServiceNow’s Lauren Robbins

This past year was an external shock to financial customers and employees of FIs. As branches shut and employees turned to working from home, workflows were disrupted and redesigned. Enter ServiceNow, a software company that serves digital workflows for enterprises.

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My guest on today’s podcast is Lauren Robbins, general manager of the firm’s financial services business. Her firm has hundreds of FIs as clients and she joins me to talk about how institutions’ expectations have changed during the pandemic. Lauren describes how financial institutions are working to ensure higher levels of customer and employee service in this newly distributed form of work.

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The following excerpts were edited for clarity.


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