Today’s interview is with Michael Ramsey, VP of Customer Workflow Products at ServiceNow, a cloud computing platform that helps companies manage digital workflows for enterprise operations. Michael joins me today to revisit the idea of the messy middle of customer experience, what’s happened since we last spoke about this around 2 1/2 years ago, what companies are doing to clean up their messy middles, the role AI and process mining plays in that, how generative AI is helping with this sort of endeavour and who’s doing it well.
This interview follows on from my recent interview – The pragmatic approach to transforming customer service – Interview with Mike Upton of First Tech Credit Union – and is number 472 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.
NOTE: A big thank you goes out to the folks at TextExpander for sponsoring this episode of my podcast.
TextExpander is an auto-complete tool that allows your team to eliminate repetitive typing and stay on the same page with just a few keystrokes allowing you to delight more customers in less time.
Click here or on the banner image above to find out more and to get a 20% discount for the first 12 months of TextExpander if you use the code: SWINSCOE
Here are the highlights of my chat with Mike:
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. He’s 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.