# Matt Lombardi

> Matt Lombardi is the Global Vice President of Customer Experience at ServiceNow, where he leads the company's CX strategy for one of enterprise software's fastest-growing platforms. With over 17 years in business management and 9+ years specializing in customer experience, he has built and scaled CX programs across Fortune 500 companies including ADP and SAP Concur. In 2025, he was named to the Forbes World's Most Influential CMOs list, recognized for his work connecting customer satisfaction metrics directly to retention and revenue growth.

- **Role:** Global Vice President, Customer Experience at ServiceNow
- **Organizations:** ServiceNow, ADP, SAP Concur, Bates College (alumni)
- **From:** Paxton, Massachusetts, United States
- **Nationality:** American
- **Education:** BA in Political Science, Bates College
- **Known for:** Named to Forbes World's Most Influential CMOs list (2025), Built and scaled CX programs at multiple Fortune 500 companies (ADP, ServiceNow), Leads a team of 59 direct reports at ServiceNow spanning customer success, AI engagements, digital journeys, and customer outcomes

## Career timeline

- **2010** — Graduated from Bates College with BA in Political Science; member of the rowing team
- **2010-2016** — Various customer experience and client-facing roles at SAP Concur, focused on global customer listening programs and retention
- **2016-2019** — Senior Director of Client Experience at ADP, leading client engagement and satisfaction initiatives
- **2019-04** — Joined ServiceNow as Head of Customer Experience, building the company's CX strategy from the ground up
- **2022-07** — Promoted to Global Vice President, Customer Experience at ServiceNow
- **2025** — Named to the Forbes World's Most Influential CMOs list, announced at Cannes

## Achievements

- Named to Forbes World's Most Influential CMOs list (2025)
- Built and scaled CX programs at multiple Fortune 500 companies (ADP, ServiceNow)
- Leads a team of 59 direct reports at ServiceNow spanning customer success, AI engagements, digital journeys, and customer outcomes
- Co-authored multiple thought leadership pieces on CX strategy for ServiceNow's Workflow publication
- Developed a widely-cited three-step framework for building scalable CX teams
- Co-founded a business (outside of primary career)
- Serves on non-profit advisory boards

## Latest updates

- **2025-06** — Named to the Forbes World's Most Influential CMOs list at Cannes
- **2022-07** — Promoted to Global Vice President, Customer Experience at ServiceNow
- **2022-01** — Co-authored 'How to Build a Voice of Customer Program' for ServiceNow Workflow
- **2021-12** — Co-authored 'How to Create a Customer Journey Map' for ServiceNow Workflow

## Links

- Website: https://www.servicenow.com/workflow/author/mattlombardi.html
- LinkedIn: https://www.linkedin.com/in/mattmlombardi/

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Profile page: https://yespress.io/matt-lombardi
Published by YesPress — https://yespress.io
Last updated: 2026-05-31