The top business drivers for customer service transformation projects, according to Ian Ashby, Director of Customer Service Transformation at ServiceNow, include ongoing support and maintenance for businesses, streamlined service management, powerful technology for employees and customers, operational excellence, and improved customer satisfaction. These fundamental business drivers create a turning point for organizations that need to be convinced that costs will be offset by benefits. The white paper 'Top 5 Business Drivers for Customer Service Transformation Projects' includes real-life examples of successful transformations.