Year: 2018

As I reflect back on 2018, it was an exceptional year for the Espressive family. We added 21 new Espressionists, shipped 19 new product releases across 5 platforms, drank 7343 cups of coffee, welcomed 2 new babies, and celebrated 2 weddings. When I founded Espressive, we made a very conscious decision to focus on the…

Leveraging AI to automate the resolution of IT issues has become all the rage. Espressive is the pioneer in AI for enterprise service management, and we are leading the market in redefining how employees get help. Our customers are experiencing a significant reduction in call volume because employees are getting immediate, personalized answers to their…

We’re in the midst of the holiday shopping frenzy that began with Black Friday, followed by Small Business Saturday, and then Cyber Monday. This year, online holiday shopping in the U.S. is expected to top $124 billion (according to Adobe Forecasts). With that much being spent, it’s interesting to look at what consumers are spending…

Google algorithms provide excellent search results because of the vast amounts of rich and targeted data that Google has access to. Unlike the World Wide Web, however, enterprise service portals are limited in the number and type of articles that they host. That has historically been a challenge for self-service portals that try to leverage…

If you’re considering an AI solution for ITSM, there are a wide range of choices: Build your own app. Toolkits out there, such as IBM Watson, are great when you are looking to build something truly unique, such as self-driving cars. Given ITSM is a known science, building your own is probably not the most…

In 2016, I founded Espressive on the thesis that enterprises were struggling to deliver help to their employees and needed a better approach. IT has been at the forefront of service management with legacy IT service management (ITSM) tools that are expensive and complex to deploy and use. That’s been okay with IT because they…

There was once a day when user experience experts were focused on visual and interaction design. In other words, they were focused on making an app easy and pleasant to use. With the advent of mobile consumer apps, that focus has evolved to not just include visual and interaction design, but performance as well. With…

It’s hard to find anyone that doesn’t shop on Amazon, which makes sense because Amazon’s vision is to be earth’s most customer-centric company. They have completely disrupted how we shop by providing an experience that caters to us as individuals while speeding up the shopping process. What used to take hours or days, now only…

Collaboration tools, like Slack, are helping teams communicate and become more productive. Slack enables collaborative channels, direct messaging, and integration with apps. While it does well with collaboration and messaging, can a collaboration tool become your Swiss Army knife replacing the need to go to a dedicated app? The answer is “not always.” Even Slack…