BAI Deep Dive:

How smart connections can help exceed customer expectations

Financial Services Operations (FSO) achieves greater productivity at a lower cost while improving customer and employee satisfaction. It does this by enabling streamlined operations and connected experiences between customers and the front, middle and back office teams. The demo showcases Payment Operations, an out-of-the-box application that enables payments teams to automate work, collaborate more efficiently and resolve customer issues faster. The demo walks through the end-to-end experience of resolving a payment issue in four steps:

  1. A customer reports a missing payment through their preferred channel
  2. The case is instantly routed to a payments analyst in the middle office
  3. Automated tasks and controls validate the case details and recommend actions
  4. A claim is created and processed to resolve the issue.


Tammi Shapiro
Global Head of Product, Financial Services

Tammi Shapiro is the Global Head of Product for Financial Services at ServiceNow where she leads the strategy and product management for the financial services organization. Prior to joining ServiceNow, Tammi held leadership roles within leading organization across Financial Technology and Services, including Fiserv, CashEdge, American Express and A.T. Kearney. She received her BA from Northwestern University and an MBA from The Wharton School at the University of Pennsylvania.
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