Syncing with ServiceNow

Hosted by XenTegra

Technology Education

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Apr 2026

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About the show

Welcome to Syncing with ServiceNow , the podcast where we explore how ServiceNow’s powerful platform is transforming businesses and IT operations worldwide. Hosted by XenTegra, a trusted ServiceNow partner, we dive into the tools, innovations, and strategies that help organizations streamline workflows, boost productivity, and deliver exceptional customer experiences. Each episode brings you expert insights, real-world success stories, and actionable tips to unlock the full potential of ServiceNow—from IT service management and operations to HR, customer service, and beyond. Whether you’re a ServiceNow pro, a decision-maker, or just getting started on your journey, this is your go-to resource for staying ahead in the world of digital transformation. Tune in, stay informed, and let’s sync up to revolutionize your business with ServiceNow.

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54 recent

February 19, 2025Episode 4424 min

Strengthening Security with MFA: Insights and Implementations

Join Andy Whiteside and guests Mike Sabia and Fred Reynolds where we dive deep into the pivotal topic of multi-factor authentication (MFA). As ServiceNow gears up for its new Yokohama release, enforcing MFA becomes not just a recommendation but a necessity. Our experts discuss the criticality of MFA in safeguarding your digital infrastructure, how ServiceNow users can seamlessly transition to enhanced security protocols, and the implications of the upcoming changes. Whether you're a seasoned ServiceNow user or just getting started, this episode is packed with essential insights on making your security measures foolproof and future-ready. Don't miss out on the discussion about the various authentication methods, including biometrics and hardware security keys, and learn how these can be integrated into your daily operations.

November 6, 2023Episode 2424 min

Syncing with ServiceNow: 5 principles of great experiences

Product experience is a key driver of business success for ServiceNow and our customers. That’s why my product experience team and I spend a lot of time focusing on design principles that help ensure we exceed our customers' expectations.You don’t have to be a designer to use these principles and create great experiences. These are fundamentals that anyone can put into practice.Host: Andy WhitesideCo-host: Kristen McDonaldCo-host: Becky Whiten

March 31, 2023Episode 1415 min

Syncing with ServiceNow: Top 3 priorities to enhance customer experience

The retail, banking, telecom, and tech sectors have been trying to prove their love of customer experience (CX) for years. But the COVID-19 pandemic has underscored the need to elevate those vital customer relationships.German shoemaker Adidas is a case in point. In November 2020, it reported strong quarter-over-quarter performance. CEO Kasper Rørsted told Seeking Alpha that a great deal of the company’s success stemmed from using digital channels to woo people into enrolling in its membership program, which had tripled from 50 million to 150 million during the prior 12 months. Members shop more and spend more on each transaction, resulting in a lifetime value 2.5 times greater than non-members.[Ready to enhance customer experience? Read IDC’s Spotlight, sponsored by ServiceNow.]Digital has changed the CX tuneThe COVID-19 pandemic has turbocharged the migration from physical to digital channels. And expectations are high. The "app for everything" mentality is rampant. If one app—or product or service—doesn't work, we can easily switch to another.The pressure is on for customer success leaders to set priorities that turn things up to 11. According to an IDC-ServiceNow survey conducted in Europe in late 2020, these are the top three priorities for customer leaders:Host: Andy WhitesideCo-host: Kristin McDonald

November 8, 2022Episode 927 min

Syncing with ServiceNow: Interview New Podcast Host and Practice Lead, Fred Reynolds

It's a new era at XenTegra. Today we interviewed our new host Fred Reynolds and found out about his background and experience building out automation and workflows with ServiceNow.And we had a little fun... Right!Host: Andy WhitesideCo-Host: Moin KahnCo-Host: Fred Reynolds

June 14, 2021Episode 548 min

Syncing with ServiceNow: Return to the workplace: 4 steps to ensure business resilience

Today’s business demands that IT transform from a cost center to an innovation engine. To foster a business mindset, IT leaders need full visibility into operations so they can achieve desired business outcomes. At ServiceNow, we run IT like a business to deliver value quickly, improve productivity, and create great user experiences.The CIO Dashboard is one of the capabilities our IT leadership uses daily to advance business outcomes that help us scale. It’s based on a framework consisting of key decisions to be made, business-critical questions, and the required insights to help leaders chart the best course toward their goals.Host: Andy WhitesideCo-host: Eric Schwartz

May 27, 2021Episode 329 min

Syncing with ServiceNow: How automation simplifies hardware asset management

Anyone involved in any kind of datacenter or physical IT operations faces multiple challenges every day:Manual tracking in Excel spreadsheetsEntering data into multiple systems, depending on the asset type and information neededTracking down assets that were never received or recordedScanning assets during auditsGenerating compliance reportsWhat if there were an easier way?Host: Andy WhitesideCo-Host: Eric Schwartz

May 22, 2024Episode 3424 min

Syncing with ServiceNow: 4 key takeaways from Knowledge 2024

Knowledge 2024 was an incredible, action-packed three days of inspiring keynotes, exciting demos and breakout sessions, and plentiful networking opportunities for the 20,000 ServiceNow customers, partners, and developers in attendance.In addition to announcements about expanded GenAI, workflow automation, and partner solutions, here are the key takeaways from KnowledgeHost: Andy WhitesideCo-host: Fred ReynoldsCo-host: Mike SabiaCo-host: Eddie McDonald

July 6, 2023Episode 1934 min

Syncing with ServiceNow: 3 ways to supercharge HR digital transformation

Human resources (HR) digital transformation isn’t just a switch you can flip. It’s a never-ending process that starts at different points for every organization and team. When I meet with HR leaders across industries, I’m always excited to learn about their unique, complex challenges.As we stare down a new wave of economic uncertainty, it’s never been more important for HR leaders to make a strong business case for HR digital transformation, whether for our CEOs, boards, or investors.In a survey by Fortune and Deloitte, 76% of CEOs said they have a “pessimistic” 12-month outlook for the global economy. Especially in this climate, business leaders want to know what kind of value they’re getting from their technology investments. They also want to improve productivity and efficiency across the workforce.I know from experience how difficult it is to implement massive HR changes at a global organization, no matter the global economic pressures. That’s why I joined ServiceNow: We offer a world-class platform that delivers tremendous value for our employees, managers, and company. We do this for our customers too. HR leaders need new ways to deliver for their people and drive business success. As an HR business leader, I want to share three ways a company can supercharge its HR digital transformation.Host: Andy WhitesideCo-host: Fred ReynoldsCo-host: Kristin McDonaldCo-host: Becky Whiten

November 14, 2023Episode 2537 min

Syncing with ServiceNow: There’s an app for that: How low-code tools boost finance productivity

It’s no secret that finance organizations are ripe for disruption. Managing money has always been a manual process, from securing payment orders to renewing licenses, and everything in between.That's why ServiceNow Chief Financial Officer Gina Mastantuono invested in a formal citizen development program. She wanted to encourage all finance employees to lean into no- or low-code tools, such as App Engine Studio, to build applications.Today, 15% of ServiceNow finance employees are citizen developers, with nearly 30 applications in development and production—all built on the Now Platform.“I’m always thinking about how we can become the finance organization of the future, where the entire team can do their best work. That’s why we invested in this program,” Mastantuono says.“Now we’re automating the mundane yet essential transactional work, centralizing workflows, and paving the way for more impactful work that minimizes risk, drives innovation, accelerates productivity, and builds better cross-functional relationships. It’s critical to our digital transformation.”Host: Andy WhitesideCo-host: Fred ReynoldsCo-host: Becky WhitenGuest: Eddie McDonaldGuest: John Dahl

July 2, 2025Episode 5048 min

Voice AI and the Future of Customer Engagement with 3CLogic

In this milestone 50th episode of Syncing with ServiceNow, host Andy Whiteside and co-host Fred Reynolds are joined by Guillaume Seynhaeve (G) from 3CLogic to explore how Voice AI is transforming customer service and the contact center experience. They discuss 3CLogic’s Voice AI Hub, its deep integration with ServiceNow, and how enterprises can streamline operations, improve service quality, and balance automation with human support.Why Listen:Discover how Voice AI can automate up to 40% of repetitive service desk callsLearn how AI-driven voice agents improve speed, accuracy, and customer satisfactionUnderstand how ServiceNow and 3CLogic combine to enhance agent efficiency and lower operational costsHear real-world use cases of intelligent escalation, post-call automation, and sentiment detectionGet insights into the future of multimodal, single-channel engagement strategiesWhether you're managing a service desk or shaping your organization's AI strategy, this episode offers a compelling look at how voice is making a powerful comeback—with AI at the helm.