John Heald

Global Vice President Solution and Strategy SAP Hybris Service

John Heald is the Global Vice President Solution and Strategy, SAP Hybris Service. Focused on driving customer experience and satisfaction, by continually improving customer service experiences, irrelevant of how they engage, throughout Omni-Channel touchpoint. John is responsible for developing the product direction and future development strategy within our customer engagement solution portfolio. He has been working in CRM and the broader customer experience area for over 20 years, and is more than vocal in his discussing best practices, and advising on key questions and thought concerns with changing customer service expectations.

Main Conference Day One

Tuesday, October 8th, 2019

9:40 AM Intelligent Customer Service in the Experience Economy: How AI & ML are transforming Customer Engagement

Customer service is known for the volume of repetitive tasks, presenting a disruptive challenge to the experience of that crucial customer service moment, for customer as well as for the serving employee. The challenge has always been, how do we deliver a better, faster and more accurate service, whilst still fully  engaged and enabled with customers in the moment that really matters? Listen to how SAP, by harnessing customers data, and utilizing technology allow organizations to deliver a superior service moment, while enabling and encourage employees to shine.

Check out the incredible speaker line-up to see who will be joining John.

Download The Latest Agenda