*Ends December 31.

June 22 - 26, 2020 | Caesars Forum

Michael Cronin

VP, Global Operations & Support Openlink

Michael Cronin is Vice President of OpenLink’s Global Operations and Support function. His teams provide the customer service and technical support services for OpenLink’s enterprise software solutions across regional support hubs based in New York, Tulsa, Vienna, Singapore, and India.

Mr. Cronin joined OpenLink in 2005 and has managed expanding responsibilities including Project Management, Release Management, Customer Support/Experience Management, Legal Operations, and Openlink’s Maintenance business (forecasting, retention, etc). The consistent driver across these functions has been a focus on service innovation, improving customer satisfaction, and optimizing operational effectiveness. Mr. Cronin previously worked in project, client, and operational management roles at companies ranging from small businesses to Fortune 500 companies.

Mr. Cronin attained a Bachelor’s degree from the New York Institute in Technology with a concentration in Technical Communication. He has also received industry certifications including project management (PMP) and service management (ITIL), with additional training emphasis in Customer Experience Management (CEM) strategy, management development, and process engineering (Six Sigma).

Why Michael?

OpenLink Global Operations and Support is a proud partner of ServiceNow and will be joining the ServiceNow main stage panel session.

Day Three - Main Conference And Expo: Wednesday, June 26, 2019

Wednesday, June 26th, 2019

5:45 PM PANEL DISCUSSION: Optimize the Human Factor in Agent and Customer Engagement

Self-service options driven by chatbots, portals, communities, and knowledge management change the nature of interactions in the customer journey. They place new demands on agents, who now focus on complex or uncommon requests not resolved through self-service. This keynote panel will discuss how to keep customer service real and genuine for improving both agent and customer experience. Topics include:

  • Why digital tools, such as AI, can foster greater empathy and human connection
  • What skills and attributes are important for the productive super-agent
  • How workflow connected teams and automated processes enhance the agent experience

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

Download The Latest Agenda