A Conversation That Changed How I See Higher Education

Not long ago, I was sitting across from a VP of Student Services at a large university. She leaned in and said something that stuck with me:

“Our students don’t just want support, they expect it—instantly. If we can’t deliver that, they’ll go somewhere else that can.”

That moment crystallized what I’ve seen over and over in my conversations with higher education leaders: today’s students are different. They’ve grown up with smartphones, streaming, and instant access to whatever they need. Waiting weeks for an answer about housing or financial aid just doesn’t fit the world they know.

The Student Lens

As a Crossfuze sales representative, I get to talk daily with institutions that are trying to close that gap. Many of them realize that students now judge the university experience long before stepping foot on campus. They’ll log into a portal, try to find an answer, and—if it feels outdated—they’ve already formed an impression.

Some schools see this as a risk. The smart ones see it as an opportunity.

Where ServiceNow Fits In

This is where ServiceNow has been a game changer. At Crossfuze, we’ve helped universities reimagine how they connect with students:

• One-Stop Portals: Instead of bouncing between IT, housing, HR, and financial aid sites, students can just go to one place.
• Mobile-First Interactions: Most students won’t open a laptop for a password reset or advising question—but they’ll tap an app.
• Transparency & Trust: When a request is logged, ServiceNow sends updates automatically. Students always know where things stand.
• Personalized Experiences: With the right data, a freshman sees different information than a senior—making the portal feel built just for them.

Enrollment and Beyond

One CIO I spoke with put it perfectly: “Digital experience is the new campus tour.”  If a prospective student’s first impression of your university is smooth, fast, and intuitive, that experience can be the deciding factor in enrollment. And once they arrive on campus, it plays an equally important role in retention.

Why This Matters to Me

The best part of my role at Crossfuze is watching that transformation happen. Seeing an institution go from juggling outdated systems to delivering the kind of experience students are already used to in their daily lives is energizing. It’s not just about technology—it’s about helping universities compete, differentiate, and ultimately help students thrive.

That VP of Student Services was right: if a school can’t deliver instant, seamless support, students will look elsewhere. But with platforms like ServiceNow—and partners like Crossfuze—higher education doesn’t just have to keep up. It can lead.