Today’s interview is with James McGourlay, who is the Senior Vice President of Global Technical Services at OpenText, a global leader in Enterprise Information Management (EIM) & Canada’s largest software company. James joins me today to talk about some of the big challenges that they are seeing and hearing about from their customers, how they are helping them and he also gives a view and update on the perennial challenge of creating a unified view of the customer.
This interview follows on from my recent interview –How Chief Customer Officers build their organisations customer growth engine – Interview with Jeanne Bliss of CustomerBliss – and is number 151 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate and delivering great service and experience to their customers.
Highlights of my interview with James:
About James (taken from his OpenText bio)
James McGourlay is the Senior Vice President for Global Technical Services at OpenText. James joined OpenText in 1997 and has held many key positions in IT, technical support, product support and special projects. In May 2015, James was appointed as Senior Vice President of Global Technical Services at OpenText. He is responsible for leading OpenText’s Technical Support, Renewals, Customer Onboarding and Professional Services, managing all post sale services, customer life-time value, and accelerating customers’ time to value.
Throughout the last 18 years, James has been the catalyst for tremendous growth in the OpenText Customer Services team for the Americas. He has sponsored programs such as the Knowledge Center, Partner Support Program, quality audits and enhanced Customer Support programs. He and his team are also spearheading the movement towards integrations management, social engagement support for customers and continued improvements to the customer experience.
James was instrumental in the company’s early acquisitions and the OpenText Enterprise Deployment Board, which he chaired until 2010.