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As part of our CIO Perspective Series, I get the opportunity to interview a variety of CIOs around a number of topics, and more recently to understand the impact of the work from home mandates due to the pandemic. What quickly became clear in my recent discussions was that IT service desks of digital-native enterprises…

In April I wrote a blog summarizing an interview I had with Declan Morris, former CIO of Splunk. At that time, I was seeking to understand the CIO perspective on the initial impact of COVID-19. A lot has changed since then. This blog captures an interview I recently had with Eric Johnson, CIO of SurveyMonkey,…

Due to the impact of the COVID-19 pandemic, the investments that your organization makes in technology solutions (e.g. help desks, chatbots, RPA) must realize value sooner and more broadly than ever before. According to a recent Gartner press release, IT spend is expected to decrease by 8% in 2020, with priorities shifting to support operations…

Since the COVID-19 work from home mandates took effect in March, collaboration apps such as Slack and Microsoft Teams have become even more popular. Likely, if you used one of these apps before having to work from home, you’re using it even more now. Because of that, it might make sense to select a virtual assistant for employee self-help that…

If you’re a ServiceNow customer, chances are that you missed going to the annual Knowledge conference in Las Vegas last week because it was always a great place to network. As you know, due to COVID-19, they moved their event online throughout May. Stretching over an entire month makes it harder to navigate, but there…

It’s relatively easy to know what your help desk agents can’t live without. They need the tools—both software and hardware—to do their jobs. They also need training to ensure they are able to answer questions and resolve issues effectively. However, with an average attrition rate of 41% (according to HDI), it is very difficult to…

I’ve talked with several CIOs in the past couple of weeks who have speculated that there will be a second wave of COVID-19 in the fall that will again have a major impact on IT service desks. This week, the director of the Centers for Disease Control and Prevention warned that a second wave of…

The shelter in place order was announced on March 16 in Santa Clara County California, where Espressive has our headquarters. That is just three weeks ago, but it seems like an incredibly long time for most of us. Last week I interviewed Declan Morris during a webinar to understand his view on how CIOs are…

When I founded the company nearly four years ago, it was in a very different time from today. But it is interesting to see how our core founding principles hold true whether the world is operating under “normal” circumstances or whether there is a global crisis as a backdrop. I founded Espressive on the belief…