On the spectrum of no-touch AI to high-touch human interactions, everything has its place in the service experience. Matt Kravitz, VP, Service Cloud Product Management at Salesforce shares a practical guide to make sure your customer support solves the right problems on the right platforms at the right times.
author name
Matt Kravitz
author title VP, Service Cloud Product Management, Salesforce
My Background
Matt Kravitz, Salesforce VP of Service Cloud Product Management and former customer service leader at Disney Streaming (Disney+ and Hulu) has worked with some of the world’s most interesting and complex organisations to help them deliver service excellence. Creator of the Good to Great Framework, Matt is practical and authentic, he looks not only at the technology but also at the people and processes necessary to move organisations from Good to Great, leading with Service.
