Welcome to the Tearsheet Podcast. I’m Tearsheet editor in chief, Zack Miller. This past year acted as an external shock to financial customers and employees of FIs. As branches shut and employees turned to working from home, workflows were disrupted and redesigned. Enter ServiceNow — it’s a software company that serves digital workflows for enterprises. My guest on today’s podcast is Lauren Robbins, general manager of the firm’s financial services business. Her firm has hundreds of FIs as clients and she joins me to talk about how institutions’ expectations have changed during the pandemic. Lauren describes how financial institutions are working to ensure higher levels of customer service in this newly distributed form of work. Lauren Robbins is my guest today on the Tearsheet Podcast.