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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…

Earlier this week I published the first two blogs in a three-blog series related to the impact of the pandemic on IT help desks. You can find the other two blogs here: Coronavirus: What We Have Learned Coronavirus: Our Pandemic Policy Just Changed . . . Again! In the first blog I shared that we…

Earlier this week I published a blog about what we learned since Coronavirus started impacting our customer base. I held back on one key learning because I knew that we were announcing some key new Barista capabilities today. The key learning? One of the biggest challenges faced by our customers over the past couple of…

During times like pandemics, wildfires, and hurricanes, employees have to cope with the new world of “mandatory work from home.” Employee questions go up monumentally, and without the ability to ask the employee sitting next to them, they start to panic. This translates into a flood of issues coming into the help desk. Over the…

With the COVID-19 pandemic, many organizations are making it mandatory for employees to work from home for an extended period of time. Yours might be one of them. And even though there might be a stated “end date,” it is unclear to everyone how long this will go on. Last week I attended a webinar…

It’s a phrase you hear often in today’s digital age: “Turn off your phone—it’s better for your brain!” “You’ll see more of the world!” “62% of your service desk tickets will be deflected by your chatbot!” Wait—what was that last one? While the effects of actually turning off your phone have been debated elsewhere, when…

I wrote another blog called “Turn Off the Phones” that discussed employee adoption of self-help chatbots and suggested that when you have a chatbot that gives employees what they want, turning off service desk phones can result in extremely high adoption rates. Here are two case studies of Espressive customers that did just that. First…

“I want what I want, and I want it now”—that’s the attitude that is pervasive in the Age of Instant Gratification. From watching movies to delivering packages, ordering food to hailing a taxi, there are few aspects of society that haven’t been accelerated. And this trend shows no sign of slowing down. It’s vital to…

I was fortunate to co-present with a well-known AWS AI expert at a recent event where I shared my predictions for AI in 2020. One of my predictions was that “NLP” would replace AI as the next buzzword. Ok…so what does that mean? In 2019, artificial intelligence (AI) was thrown around as a requirement for…