[Music] tell me your name the company you're with and your current role my name is Liz Cole I am a regional sales executive for Glide fast Consulting now as a regional sales executive tell me a little bit about your day-to-day what kind of work are you doing yeah I'm meeting with customers talking about their service now Journey figuring out how else we can help them I'm meeting with the service now reps to help build that relationship let them know what I'm hearing from their customers a lot of customer meetings on sites lunches uh really just getting the excitement for service now up wow that sounds like a lot of fun now I'm curious about what are some of the biggest problems that customers are coming to you with and what are you solving for with the service now solution here at Glide fast yeah um a lot of our customers have very desparate syst systems a lot of swivel chair some of them have had a lot of customization done to their instance and so they can't take advantage of all the new features and functionalities with all the new releases so we'll do a lot of um ZB boot analysis to figure out Havey you over customized do we need to hit that factory restore button um we'll do a lot of advisory services to help them figure out where you are in your uh in your journey a gap analysis and help them really build a road map uh so they can get back to a healthy strong Foundation you know as see seems like customization sound like a good idea at the beginning but then longterm or even in the pretty near future it's not such the best idea with service now we have a really great platform where there's a lot of out of thebox functionality that can solve customer Solutions right away can you speak a little bit to that yeah I think for some folks who have been on the platform for a long time or maybe those features weren't available yet they're like hey we see a need for this so they they customize and so our ZB booot analysis will go through and look at all the customizations figure out why you originally did this what it's solving for and is there an out-of-the-box feature for this now um so I totally understand that we need to configure the system to work for your business but that's a little bit different than a customization that one costes a little bit of technical debt when a configuration doesn't I like how you made the distinction between customization which we kind of want to stay away from those but configurations yes we can still make it unique for your use case but is but it doesn't require the technical debt that's going to kind of give you some problems later on I'm curious now if we can switch gears just a little bit tell me about how you got into service now I'm curious about your journey yeah so I was a Gartner for about four and a half 5 years um before Glide fast and so I knew I knew service now I knew the the leader presence that they had um it was a old manager that uh that I worked for at a previous company that kept knocking on my door and I always had to move back to Cincinnati where I'm from and I was like I'm not ready yet I'm not ready yet then finally I moved to Dallas and he was like hey are you ready yet and I said do I have to me back to Cincinnati and he said no I want you uh in Dallas and I said let's talk and me immediately started researching the company I was like oh this is really cool um week later here I am it is inspiring to see women such as yourself and Tech sales in particular can sometimes seem intimidating however you seem to make it with Grace and ease tell me a little bit about how you're able to do that my mom so my mom was in uh in sales uh I was part of her interview she was 9 months pregnant with me um so I was part of her first interview at night at Healthcare but it was really cool see um my mom work growing up and what she did I didn't understand at the time but it's so similar to what I do now her Brokers are my service now reps um so watching her build relationships and go to these meetings and my dad was a fireman so some days I go to work with my dad some days I go to work with my mom and I have been sitting in board meetings and presentations since I was 6 7 8 9 10 and started really getting into it but watching my mom do this since I was a kid uh now I'm like oh I get it and she told me my whole life you're going to go going to sales but you know how moms don't know anything uh yeah it took me until college and I got in my first sales uh communication studies class and I called her I was like you were right you were right I think I'm going to go into sales um so it's really watching her growing up which is really now inspirational knowing what she was doing juggling two kids in a full career um so it's my mom it's no small feat for sure final question Liz what is your superpower ooh good question I'm not the smartest person in the room but I can connect you with the smartest people and being able to say hey I don't know but I'll go figure it out for you but just connecting people with the right folks cuz I know I'm not I'm not the brains behind the uh the engine there you heard it here I'm Kylie Alexander and we are at knowledge 2023 here in Las Vegas Nevada what happens in Vegas leaves Vegas and out to our customers and you heard it from here the great connector Liz from Glide fast Consulting let's go m