Year: 2022

I met with the CIO of a large healthcare provider today who is an Espressive customer and talked about the exciting opportunity that an AI-based virtual agent (VA) will present to their service desk employees. She shared with me that, following some new tech rollouts, their service desk has never been busier due to increased…

Today’s ever-changing world is pressing IT and HR leaders to review strategies and approaches to almost everything – with a focus on technologies that improve employee experience, scale organizations, improve productivity, and automate wherever possible. With this focus, AI and machine learning (ML) have become part of every professional’s vocabulary as they strive to deliver…

William McKeon-White, a Forrester analyst, recently presented at a webinar with Pat Calhoun, founder and CEO of Espressive, titled: “IT Service Desks Aren’t Meeting the Needs of the Hybrid Workforce.” While I found value in everything that was presented, Will had one slide that struck me as simple, yet profound. He was addressing the lack…

In today’s world of Slack and Microsoft Teams, many organizations are rethinking the concept of the “service desk”. Their employees, who have lost the ability to shoulder tap colleagues to ask for help, have shifted to asking for IT help in collaboration tools. In response, some organizations have created public channels for IT help with…

I recently wrote a blog called “Creating an Exceptional Automation Experience.” The thesis of the blog is that automation is only worthwhile if it is easy for employees to find and if it is easy for employees to use with a consistent user experience. Espressive Barista, our virtual support agent, delivers that by providing one…

“It seems like every department is off building RPA bots and other automations and I’m trying to wrap my arms around how we can sustain this growth.” This is a statement that I frequently hear in my conversations with IT leaders. Teams across various departments are off building automation bots (a.k.a. worker bots) to help…

Building a startup and trying to convince the world that we have an awesome mouse trap is no simple feat. And certainly, the emotional roller coaster that comes with startups is not for everyone. However, it is all worth it when things go well. I was in a recent conversation with a prospective investor who…

Why Knowledge Management Fails When I was SVP of products at ServiceNow, I frequently engaged with customers who were frustrated that while they had built a robust knowledge management practice, it had limited impact to their self-service initiative. Upon digging in deeper, we identified these issues: Knowledge managers did not always know where to focus…

In 2016 I decided to leave my role as SVP of product at ServiceNow because my vision of the future was very different from where ServiceNow was headed. I started my career on the service desk answering phone calls from displeased users daily. Working on the service desk is hard, and that’s one of the…