BTI Analyst covering Customer Service & Support AI
VP, Product Management at Salesforce - Service Cloud, Agentforce Service, Salesforce Knowledge, Service Collaboration, HR Service (at Salesforce 11+ years growing in title and responsibility)
Salesforce, VP, Product Management, 11 years
Ruckus Wireless, Knowledge Program Leader, 1 years
Genesys, Director, Best Practices & Operations (Customer Service), 11 years
Customer Service and Support AI strategy and leadership (including Generative AI, AI Agents, AI Org Design, AI Change Management, and Governance)
Knowledge Management & AI strategy and leadership
Customer Service and Support technology (Customer Engagement Center (CRM), AI, knowledge, self-service)
Customer Service & Support leadership best practices (including KCS and Swarming)