Today’s interview is with Michael Ramsey, VP, Product Management, Customer Workflow Products at ServiceNow, a cloud computing platform provider that helps enterprises manage digital workflows and operations more effectively. Michael joins me today to talk about the “messy middle” in customer service, what it is, what problems it creates, how companies are addressing it and whether it should be there in the first place as well as a bunch of other insights for customer service and experience leaders.
This interview follows on from my recent interview – Solving language based customer service inequalities – Interview with Vasco Pedro of Unbabel – and is number 377 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.
Here’s the highlights of my chat with Michael:
Michael Ramsey is VP of product management for ServiceNow’s Customer Workflow products, which enable organizations to create seamless customer experiences and drive fierce customer loyalty. In this role, he is responsible for strategy and execution throughout the product lifecycle, including managing strategic partnerships, investments, and mergers and acquisitions. With more than 20 years of experience as a product manager, solution architect and software consultant, Michael brings with him deep expertise of the SaaS business model and enterprise software, as well as in-depth knowledge of cloud and mobile software development with hands on experience running billion dollar product lines.
Prior to ServiceNow, Michael served as Chief Product Officer at Leanplum and Invoice2go, where he helped develop products to build customer loyalty and fuel business growth. He also served as SVP of Product Management at Salesforce, where he was responsible for the Service Cloud product line including all agent and customer-facing products and features.
Thanks to Jeffrey Beall for the image.