Pretty screens don’t fix costs. Outcomes do. David treats UX like a balance sheet. If a change doesn’t reduce contact, speed up answers or drive adoption, it’s noise.
On 15 October 2025, at the ServiceNow World Forum London, David is running short, sharp sessions for leaders who want results. Bring one problem. Leave with one action, one owner, and one metric to track.
Who should book?
CIOs, heads of IT, HR leaders, platform owners, service leads. If you’re stuck with looping tickets and rising costs. If you’re attending the ServiceNow World Forum in London, this is for you.
What you’ll leave with
- A change that lifts adoption and improves self-service
- A faster path for your top tasks (fewer clicks, fewer forms)
- Search and content that gives the right answer first time
- Simple metrics to prove it’s working
Real ROI, no mystery
You get 1,000 help attempts a week. At £6 a ticket, that’s £6,000 in agent time. If self-service jumps from 50% to 60%, that’s 100 extra resolutions, £600 saved, every week.
Red flags your portal is bleeding money
- Search terms look like IT jargon, not user language
- Knowledge views are high, but clicks to act are low
- Your top task takes more than two clicks to begin
- Virtual Agent sessions go up, but containment doesn’t
If two or more ring true, book your slot.
What we won’t do
- We won’t suggest a rebuild if tuning works
- We won’t hide contact options to fake deflection
- We won’t bore you with slide decks
You’ll get a partner who challenges lazy thinking and champions real users.
Questions you’ll hear
- What are your three highest-volume tasks?
- What’s your deflection and repeat contact rate?
- What solves your top task today?
- Where are users dropping off?
If those answers are fuzzy, there’s a UX gap and a governance gap. We’ll help fix both.
Why Monochrome?
12+ years in ServiceNow. UX specialists. Long-term partners. We help teams do more with what they’ve got, focus spend, and drive adoption. We work for customers, not investors.
Book your session with David
Not attending?
No problem, you can email him at david.marsh@monochrome.co.uk
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