ServiceNow has announced the appointment of Melissa Ries as Group Vice President for Asia & Korea and Yen Yen Tan to its Global Advisory Council to enhance its operations and customer engagement in Asia.
Melissa Ries, who previously held the position of Chief Operating Officer for Asia Pacific at ServiceNow, will focus on driving the company's growth across diverse Asian markets. She brings over 25 years of experience in enterprise technology and business transformation. In her career before ServiceNow, Ries worked in senior leadership roles at companies such as TIBCO, Pivotal Inc., Skillsoft, EMC, and SAP.
In a statement, Detlef Krause, President of ServiceNow Asia Pacific, expressed his enthusiasm: "I am thrilled with Melissa Ries stepping into the new role and to welcome Yen Yen Tan to our team. With her years of expertise in driving growth and operational excellence in various leadership roles across Asia, Melissa will play a pivotal role in accelerating our success across some of our most diverse and dynamic markets. Yen Yen's appointment will also strengthen our Global Advisory Council with her deep industry insights and expansive network, as we look towards deepening our engagements with our customers to deliver transformative solutions worldwide."
Melissa Ries commented on her new appointment: "I'm truly grateful for the opportunity to step into this role during such an exciting and transformative time for ServiceNow in Asia. As businesses navigate the increasing challenges of meeting customer expectations and building loyalty, the need for seamless and intelligent workflows have never been more critical. ServiceNow is uniquely positioned to help customers bridge the gap between their expectations and real-world outcomes, by leveraging the power of AI to enhance service capabilities at every touchpoint."
Additionally, Yen Yen Tan has joined the Global Advisory Council to provide her expertise and insights accrued over 30 years in the technology and telecommunications industry. Tan has been associated with companies such as Vodafone Group, SAS Institute, Oracle Asia Pacific, and Hewlett-Packard Singapore. She also serves on the boards of OCBC Bank, Jardine Cycle & Carriage Ltd, ams-OSRAM AG, and EdgeConneX Inc.
"Today's landscape is becoming increasingly complex, and organizations in Asia and around the world are struggling to meet rising customer expectations," said Tan. "But with its human-centric AI solutions, ServiceNow enables organizations to simplify work while still delivering customer value. I look forward to contribute to nurturing meaningful connections that empower industry leaders seeking to transform their businesses."
According to the 2025 Singapore Customer Experience Report by ServiceNow, customer service interactions have become more intricate, with Singaporeans reportedly spending 40 million hours on hold, a 33% increase from the previous year.
The report highlights that inefficiencies in existing systems contribute to service expectation gaps. It suggests that for organizations to meet evolving customer demands, they need to align their systems on a single integrated platform to ensure AI and human agents can handle customer issues efficiently and harmoniously.
