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Obsessed about customers, customer success and customer-driven growth in the new era of AI
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Simon Short shared thisPlease take a moment to vote for Astriid. Your support is hugely valued and recognition like this is priceless 🙏🙏🙏Simon Short shared thisWe’re absolutely thrilled to share that we’ve been selected as a finalist for Charity Of The Year for the Recruiter Awards 2026 - and now we need your help! Will you vote for us? Voting takes only seconds - simply follow the link below, choose Astriid from the shortlist, and enter your details. The voting window is very short and closes this Monday 17th August, so if you have a moment right now, please head over there and cast your vote! This nomination is an amazing opportunity for us - it offers a direct way for us to connect with even more HR leaders and recruitment networks across the UK, continuing our mission to create truly inclusive and accessible workplaces. If you have benefitted from any of Astriid’s work, whether it’s through attending our FLEXI sessions or downloading our bespoke candidate resources, experiencing the targeted training we deliver to employers and organisations, taking part in our research and advocacy work, or you simply support our quest to create more inclusive working environments and opportunities for people living with long-term health conditions, we would be *immensely* grateful for your support. To vote for us, simply follow the link below Please do spread the word too, if you can! Thank you so much in advance, and thank you for being here on this journey with us - we really appreciate your support! ✨ Vote for Astriid here: https://lnkd.in/dqfiAqyy #RecruiterAwards2026 #CharityOfTheYear #InclusiveEmployment #ChronicIllness#LongTermHealthConditions
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Simon Short shared thisAdoption says: "We turned it on." Consumption says: "We use it every day. It's embedded in how we work. And we can prove the value." One drives renewal. The other drives expansion. 🚀
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Simon Short shared thisKnowledge 26 is in the books! The announcements were incredible: Autonomous CRM, AI Specialists, Otto, Action Fabric. But what hit hardest wasn't what we launched. It was what our customers told us they're ready to do with it. Three days of conversations. And the question has fundamentally shifted. Not "should we adopt AI?" but "how fast can we scale it — and are our people ready?" The organizations pulling ahead are treating adoption as a strategy, not an afterthought. Investing in people alongside technology. Building governance into the foundation, not bolting it on later. That's the work we do every day in Customer Success. Proud of our team who showed up all week with energy, clarity, and relentless focus on our customers. Let's GO! #ServiceNow #K26 #Knowledge
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Simon Short shared thisThis is Customer Success in action. The Destination Success Zone at Knowledge 2026 isn't a booth — it's a working session where customers walk in with challenges and leave with a roadmap.Simon Short shared thisKnowledge 2026 is where strategy turns into action. At the Destination Success Zone, customers walk in with questions and leave with a plan. If you’re here this week, don’t just do the rounds. Stop by Destination Success to connect with experts, explore tailored roadmaps, and accelerate value on ServiceNow. #Knowledge2026 #CustomerSuccess #ServiceNow #Adoption #Outcomes
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Simon Short reposted thisSimon Short reposted thisKnowledge 26 is coming, and we've got a few things up our sleeve... Don't just take our word for it though - "It reduces risk, simplifies audits, and it keeps those upgrades predictable." SVP of Customer Excellence at ServiceNow Simon Short shares the value ServiceNow customers see with AutomatePro in a fireside chat with us. Helping ServiceNow customers increase ROI, cut manual effort, and turn release cycles from weeks into hours is why we get out of bed every morning. And we love those lightbulb moments when customers can see the impact of AutomatePro 💡 One customer told us the first time they saw it they “stared at the screen in disbelief" and it “literally felt like magic” 🪄 But when it comes to ServiceNow value we want to go further, and faster. That's why at Knowledge we'll be sharing some exciting news and announcements about what's ahead. #Knowledge26 ServiceNow Partners
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Simon Short shared thisMost companies buy technology. The ones that win actually build with it. That means solving the technology challenge, the organizational challenge, and the execution challenge — all at once. It's what I see every day with our Customer Success teams. Next week at Knowledge in Las Vegas, my team and I are sitting down with leaders from Northwestern Medicine, KPMG, Vantage Towers, and more to talk about what that looks like in practice. Real stories. Real outcomes. Click the link below to build your agenda. https://lnkd.in/gu_yPeaY
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Simon Short shared thisAI in customer success isn't a feature anymore. It's a structural shift. A year ago, we were talking about chatbots. Today, AI agents are resolving issues autonomously, predicting renewal risk months out, and personalizing engagement at a scale no team could match on their own. The winners won't be the ones who adopted AI first. They'll be the ones who pair AI's speed and scale with the human judgment customers already trust them for.The Agentic Moment: Why AI Is the Biggest Opportunity in Customer Success Right NowThe Agentic Moment: Why AI Is the Biggest Opportunity in Customer Success Right Now
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Simon Short shared this50% of customers say lack of empathy is their top frustration. Only 23% of execs see it. Service reps spend less than half their time actually helping customers. And just 16% of organizations have made real progress using AI to build emotional connection. The fix isn't more technology. It's better technology — the kind that handles the routine so your people can build trust. #PutAIToWorkForPeopleSimon Short shared thisAI promised to completely reimagine customer experience. Instead, the gap between what customers expect and what they get is getting worse. ServiceNow went out and researched why. 35,000 people. 17 countries. The findings are clear — and the time to act is now. 👉 https://lnkd.in/emzb79wk
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Simon Short shared thisOur team runs 240+ AI use cases across ServiceNow—and the AI Control Tower is how we keep all of it in check. It's the system that makes sure every AI model, every use case, and every data set meets our standards before it ever hits production. Not just a dashboard, but end-to-end governance. This is what scaling AI responsibly actually looks like: https://lnkd.in/g2jNMqux
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1mo
Welcome to the team :)
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Simon Short reacted on thisSimon Short reacted on thisCelebrating Recognition: Stay Hungry and Humble Award !! True growth happens at the intersection of ambition and humility. Proud to share that I’ve received APAC Q2 Stay Hungry and Humble award. To me, staying "hungry" means never settling for the status quo when solving problems for our customers. Staying "humble" means remembering that every success is built on collective effort. Grateful to the CEG Leadership Team for this recognition, and immensely proud of the work our team continues to drive. Onward! #ServiceNow #CustomerExcellence #ProductExcellence
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Simon Short liked thisSimon Short liked thisExcited to share my new ServiceNow Suite Certification – Order Management – Telecom, Media, Technology, Professional! 🎉 This certification strengthens my expertise in ServiceNow Order Management and will help me bring even more value to telco service providers, supporting efficient and scalable order management processes. Looking forward to putting this new skill into practice soon! 🚀Suite Certification – Order Management - Telecom, Media, Technology, Professional was issued by ServiceNow to Adolfo Magan.Suite Certification – Order Management - Telecom, Media, Technology, Professional was issued by ServiceNow to Adolfo Magan.
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Simon Short liked thisSimon Short liked thisFor the third year in a row, ServiceNow was named a Leader in the 2026 Gartner® Magic Quadrant�� for AI Applications in IT Service Management, with ServiceNow and Moveworks evaluated together as one vendor. 👏 There are two reasons I believe we were recognized. 1️⃣ Real-world impact Customers like Robinhood are seeing what this looks like day to day. What used to be 250 disconnected ways to ask for IT, HR, legal, and facilities help is now one front door: Moveworks in Slack, backed by ServiceNow ITSM and HR Service Delivery. Run by an eight-person tech ops team. Today, Robinhood deflects 70% of employee requests, with 94% employee satisfaction and 2,200 hours saved every month. Still eight people. 2️⃣ One front door, one governance layer Moveworks' conversational front door and ServiceNow's ITSM workflows are connected. Twenty years of workflow domain expertise. One AI Control Tower governing every AI asset across the enterprise, instead of guessing at visibility tool by tool. We feel this recognition is a reflection of the trust our customers place in us, and the collaboration between Moveworks and ServiceNow that continues to shape what we build. Check out the full report: https://lnkd.in/gcX8T7A9 #ServiceNow #Gartner #MagicQuadrant
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Simon Short reacted on thisSimon Short reacted on thisLast weekend was a big one for our family. We moved my oldest son into college. As the first in my family to go to college, I found that education changed the trajectory of my life. Ever since my boys were little, I've wanted to give them opportunities I never had while also teaching them that those opportunities demand hard work, curiosity, and gratitude. I've also been giving my son a lot of advice, but the one thing I keep coming back to is simple: Soak it all in. For me, college looked a little different. State university was my only option, and I'm grateful for the education I received at SUNY Albany's incredible business school. My focus was simple: get a stable job and become financially independent. While I have great memories from college and definitely had my share of fun, I also worked throughout those years. Looking back now, I feel like the time flew by so fast. So my advice to my son is to soak it all in. I want him to learn as much as he can, work hard, find his people (the friends, mentors, and communities that have the potential to shape his life), try new things, and have fun (within reason 😀). College is one of the few seasons in life that's entirely about learning and growing. Once you graduate, you'll have the rest of your life to work. I know a lot of parents will understand that watching your kid take this next step is bittersweet, but I'm incredibly proud of the young man my son has become and can't wait to see what this next chapter holds for him. For those who have sent a child off to college, what piece of advice did you give them?
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Simon Short reacted on thisSimon Short reacted on thisTruly proud of ServiceNow for being named a Leader in the 2026 Gartner® Magic Quadrant™ for AI Applications in IT Service Management for the third year in a row. Our customers, partners and people have always inspired us to push what’s possible for IT 💪💚 As AI rewrites the rules we will continue building on that commitment with Autonomous IT.. turning intelligence into action at enterprise scale. Read the report here: https://lnkd.in/gChG8rFi
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Simon Short reacted on thisSimon Short reacted on thisThis week marks the end of a chapter for me at ServiceNow as I'll shortly be mobilised for a year as a British Army Reservist (more on that later). I want to take this opportunity to thank our wonderful customers, partners, and colleagues who have inspired, challenged, and developed me so far. ServiceNow is a truly remarkable place to work and the past four years have been formative in my professional development in so many ways. I’m incredibly proud of growing the business in MOD and wider Defence through a considerable period of change both within the company and in the MOD. My motto of 'do the right thing' at every turn has been my North Star and has ensured our customers' needs have always been front and centre. This has been a team effort however and I want to thank all my colleagues - the solution consulting community in particular - for your unyielding support and guidance. I'd also like to thank the unsung heroes in ServiceNow who don't always receive enough recognition, including but not limited to; sales ops, deal desk, renewals, marketing, partners, customer outcomes and architects. It really takes a high-performing team to deliver elite execution year after year. The future remains bright for ServiceNow, both as a company and within the MOD, and I feel an immense sense of pride that I leave the account in a far better place. Final thanks to Aaron and Jane for your continued support with my mobilisation and wishing Rob, Matt, Jon, and Martin in the MOD account team the very best of luck for the future. I'd better start polishing my boots…
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Simon Short liked thisSimon Short liked thisThat's a wrap! Nearly 10k people gathered for ServiceNow University AI Learning Days last week. Three days. 91 sessions. 119 countries. These aren't just numbers. They're a signal. People everywhere are hungry to upskill, to stay relevant, to figure out what AI actually means for their career. What struck me most wasn't the reach. It was the range. Early-career professionals. Career changers. Seasoned leaders. All in the same (virtual) room, grappling with the same questions from very different vantage points. It's becoming crystal clear: you don't need to become an AI expert to stay relevant. You need to become better at judgement. Verification. Discernment. Accountability. Asking smarter questions. That's what future-proofing actually looks like. A sharper way of thinking, applied every day. We covered everything from practical AI skills to certifications, from building confidence to building community. Because there's no single path, and there shouldn't be. None of this happens without a remarkable team and some truly outstanding panelists who gave their time and knowledge so generously. You know who you are. Thank you. If you were there, I'd love to know: what's the one thing you're taking away?
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Simon Short reacted on thisI’m absolutely delighted to be joining the Forbes Coaches Council! I’m looking forward to connecting with and learning from this brilliant community, sharing some of my own experiences and insights, and contributing to the conversations shaping the future of leadership and coaching.Simon Short reacted on thisWe’re thrilled to welcome Biba Binotti, CEO & Founder of Global Warriors | B Corp™, to Forbes Coaches Council! With extensive expertise in career, leadership, and executive coaching, Biba brings valuable guidance and insights that will inspire and empower our community of coaches. Forbes Coaches Council is an invitation-only organization for leading business, career, and executive coaches. https://hubs.li/Q04qnbYc0
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