Software company ServiceNow has announced the hiring of John Ball as Senior Vice President and General Manager of its Customer Workflow division. In his role, Mr. Ball will oversee the creation and innovation of products that enable organizations to enhance their customer experiences and encourage brand loyalty. He will report to Chief Product Officer Chirantan “CJ” Desai.
“John’s expertise developing customer-facing software products combined with his entrepreneurial spirit make him the ideal leader to take our Customer Workflow business to the next level,” said Mr. Desai. “As one of the only companies that can deliver an end-to-end customer experience, we are well-positioned to win in the critical customer service market. ServiceNow delivers omnichannel customer engagements, while uniting the front, middle, and back office, to help teams resolve issues faster, and drive great experiences. We have a tremendous opportunity in Customer Service Management and Field Service Management, and John has a phenomenal background to lead this organization.”
Mr. Ball has vast expertise in developing enterprise software products, accrued over more than 25 years working in customer self-service applications and artificial intelligence. He was previously executive vice president and general manager of Salesforce’s Einstein AI platform and applications products.
“I am excited to join Service Now and lead the Customer Workflow team because of the amazing opportunity before us,” said Mr. Ball. “The no nonsense, ‘get it done’ team and company culture at Service Now appeals to my engineering roots. Although the industry has made great progress in customer service, we can do better. We all experience customer service in our everyday lives, and we all know that it can and should be better. The Now Platform has what it takes to power this transformation and deliver massively better customer experiences and service efficiencies. The need has never been greater, with every company trying to get closer to customers, go direct to consumers and deliver better experiences.”