NewRocket Welcomes Senior CX Leader Bruce Cathcart

Bruce Cathcart has joined our Crew of experts as our Global Customer Workflow Advisor. Recently the National ServiceNow CX Leader for both Customer and Field Service at Deloitte, Bruce was instrumental in building the ServiceNow Customer Experience organization and offering in Canada from the ground up

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At NewRocket, we're committed to extraordinary client experiences through delivering true business value, and our vision is clear: to be the most complete and innovative ServiceNow partner. As a key investment area for the future of modern customer experiences and a significant growth area for ServiceNow in 2024, we place immense value on delivering process-centric Customer Workflows expertise to achieve this vision.

To that end, I am thrilled to share that Bruce Cathcart has joined our Crew of experts as our Global Customer Workflow Advisor. Recently the National ServiceNow CX Leader for both Customer and Field Service at Deloitte, Bruce was instrumental in building the ServiceNow Customer Experience organization and offering in Canada from the ground up, resulting in a team of 40+ delivery practitioners with sales targets, revenue goals, and utilization targets exceeding expectations year over year. Bruce has also held several leadership positions working with partners and clients, establishing go-to-market strategies, and expanding customer management technologies into different regions.

"I speak on behalf of the entire Customer Practice when I say we are thrilled to welcome Bruce to our Crew," said Candace Chadwick, Vice President and Global Customer Practice Leader. " Our Practice is laser-focused on supporting our clients through their customer service transformation journey via the robust ServiceNow platform. Bringing on a world-class advisor like Bruce will help our clients realize that at NewRocket, we Go Beyond Workflows to guide them through their toughest business challenges and create frictionless customer experiences. Bringing on a world-class advisor like Bruce will help our clients realize that at NewRocket, we Go Beyond Workflows to guide them through their toughest business challenges to create frictionless customer experiences. "

"I'm incredibly excited to be a part of the NewRocket Crew. I love the hyper focus that NewRocket has with its experience-centric mission," Cathcart said. "Especially as the days when the old buying cycle of where you would have many opportunities to touch your would-be customer are gone. Modern customer experiences are driven by customer expectations shaped by unlimited access to information and education, which means professional services organizations like NewRocket need to understand that any engagement with our customers or prospects needs to be about delivering value via a best-in-class experience. I look forward to helping NewRocket accelerate delivering on that promise."

We consistently receive the same request from our clients: to provide more guidance in a rapidly changing business environment. NewRocket is the go-to ServiceNow guide - we help global enterprise leaders solve their most challenging business problems. We fulfill our brand promise through our unique differentiator – our Crew. Our Crew's expertise is unmatched in the ServiceNow ecosystem, and we pride ourselves in attracting and retaining top-tier talent to help clients navigate complex business challenges with confidence. Bruce's extensive CX background and his dedication to excellence align perfectly with our company values, mission, and vision. We're confident Bruce's contributions will play a pivotal role in helping our clients on their CX journeys.

Learn more about NewRocket at www.newrocket.com.

About NewRocket

NewRocket, a global, full-service, elite ServiceNow partner, helps top enterprise leaders solve their toughest business problems and navigate change with confidence. For more information, please visit www.newrocket.com

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NewRocket Welcomes Senior CX Leader Bruce Cathcart

Bruce Cathcart has joined our Crew of experts as our Global Customer Workflow Advisor. Recently the National ServiceNow CX Leader for both Customer and Field Service at Deloitte, Bruce was instrumental in building the ServiceNow Customer Experience organization and offering in Canada from the ground up

Knowledge Wrap Video

The event provided a vibrant platform for reconnecting with peers, delving into AI transformation, and driving innovation with purpose. Read on to discover how NewRocket made its mark at Knowledge 2024.

What We Learned

From recent insights gathered, we learned that ServiceNow customers are increasingly receptive to adopting AI solutions and ServiceNow has the tools to embrace that head on. However, there's a gap in AI use-cases for more mature users, highlighting the need for a creative approach to accommodate their business needs.

In navigating AI adoption, organizations are challenged to find the delicate balance between embracing innovation and avoiding dependency on emerging technologies. Advisory consulting and trusted guidance beyond initial queries spark interest, particularly around AI's impact on operations. Read our AI blog series to learn more about our approach.

Excitement around GenAI is apparent, with most users eager to explore its potential benefits and invest in quick wins. Notably, advanced use cases like process mining are gaining traction. Key solution themes include interest in native mobile applications, Employee Center migration, and the urgent need for enhanced data capabilities.

Recognitions and Awards

ServiceNow Americas Employee Workflow Partner of the Year

The ServiceNow Americas Employee Workflow Partner of the Year award celebrates Partners' exceptional efforts in enhancing employee experiences through innovative collaborations and technology solutions. Learn More.

UK Public Sector Partner of the Year Award

The ServiceNow UK Public Sector Partner of the Year underscores  Partners' dedication to driving digital transformation and delivering exceptional outcomes for public sector organizations in the UK.

ServiceNow.org Partnership for Good Grant

The ServiceNow.org Partnership for Good Grant highlights Partners' commitment to leveraging technology for social impact and driving positive change in communities around the world. Learn More.

Top 10 Finalist for ServiceNow Best Employee Portal of the Year

ServiceNow's Best Employee Portal of the Year award recognizing Partners' dedication to creating innovative solutions that empower employees and enhance workplace experiences. Learn More.

NewRocket Booth

At ServiceNow's Knowledge 24 event, we connected with 350+ attendees at our booth, showcasing how NewRocket supports organizations on their ServiceNow journey. AI emerged as a key topic, reflecting the growing interest in its potential across businesses. Our strategic advisory approach, FlightPath, aligns technology with business objectives, drawing on our expertise in customer, employee, technology, and security transformation. Plus, we captivated attendees by transforming them into astronauts using AI. See the photo booth results here!

Workshops and Speaking Sessions

Beyond Personas: Developing Holistic Frameworks to Personalize User Solutions

Industry innovation: Consilio’s Transformation Journey on ServiceNow

Dive Into Prototyping to Accelerate Validation With Design Libraries

Make Better Business Decisions by Integrating Risk and Compliance

Participating in ServiceNow's Knowledge sessions and workshops this year was truly enriching. Interacting with customers and partners provided invaluable insights into the future state of ServiceNow and allowed us to have in-depth discussions on how we can collectively offer better experiences across various facets of the platform. From exploring advanced AI integrations to optimizing workflow processes, the conversations were not only enlightening but also inspiring, fueling our commitment to innovation and excellence in the ServiceNow ecosystem. We can't wait to see you next year!

NewRocket Party

Our poolside event at the Capri restaurant in Las Vegas provided a refreshing break from the conference hustle, allowing us to unwind and connect with friends, colleagues, partners, and customers in the cool open air. As the night progressed, we loved creating unforgettable memories and strengthening our bonds within the ServiceNow community.