Month: March 2022

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…