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.