The CXLive! Episode 94: Defining Your Global Location and Investment Strategy with Imogen Broomhead

In our latest episode, Imogen Broomhead, Senior Director, Global Executive Experience Program, shares how she and her team built ServiceNow’s global program strategy, with a focus on Location and Investment Strategy. From defining primary pillars and KPIs with executive leadership to establishing a six-element infrastructure, Imogen outlines the consistent, data-driven methodologies behind their approach. She explains new center eligibility criteria, her partnership with Workplace Services (WPS) to create Global Playbooks for new builds, and how red/amber/green assessments give executives a clear view of Innovation Center health and upgrade needs. The result is a scalable model for building and managing a global program that showcases ServiceNow’s value to current and prospective customers.

Highlights

Growth from 3 Centers/4 team members to 10 Centers/50 team members by December 2026Developing a Global Program Strategy 
3 Pillars (set with CMO) 
Program: Immersive StorytellingPlace: World-Class ExperiencesPeople: Elite Team 
Must have: team member onboarding program - 6 months
Location and Investment Strategy
Innovation Center Global MapAlignment
Marketing does not decide innovation center locations Work with Execs in Sales and Go-to-Market teamsComplex RACI model Don’t open centers too fast
New Center Eligibility Criteria 
Pipeline/TAM data in region - opps, industries, etc. Success metrics - capacity targets per locationKPIs for Areas - High volume accountsBudget, Ops Resourcing, SMEs, etc. 
Specs Overview 
WPS Global Playbook - templatized Define ‘Apple Store’ look & feel Set consistent specs for architects to work from
Center Upgrades / Business Case Process
Map capital works plans with WPS Teams Red/Amber/Green assessments - clear picture for executives Process to seek funding to insert centers into capital works plan
Retiring Centers + Supporting the Field 
Sunsetting strategyOut of Center offerings “Beyond the Briefing” 
Global Non-Negotiables
Program, Place and PeopleDeliver elite experiences w/storytelling & technologyEBC - in service of customers 
Capturing Impact 
Quality not quantity - influence most strategic accounts Host C-Suite only - Focus on closing business 
Be ‘Yes’ People,  Be Creative and Customer-focused
AI Networking Breakfast, Wine Club, etc. 

Resources

How ServiceNow Uses Executive Briefing Centres to Grow Relationships with C-level Clients

Guest Thought Leader

Imogen Broomhead, Senior Director, Global Executive Experience Program, ServiceNow

Imogen is a dynamic technology leader and customer experience champion with over eight years at ServiceNow. She leads the vision and execution of the company’s global Innovation Centers, transforming them into strategic programs that help customers, account teams, and executives innovate faster. Recognized as a CXO empath, SaaS marketer, and technology specialist, Imogen blends strategic thinking with strong execution. Her leadership is rooted in empathy, collaboration, and delivering measurable outcomes that align executive experiences with business goals and drive meaningful transformation.