Today’s interview is with Michael Ramsey, VP of Customer Workflow Products at ServiceNow, a cloud computing platform that help companies manage digital workflows for enterprise operations. Michael joins me today to revisit the idea of the messy middle of customer experience, what's happened since we last spoke about this around 2 1/2 years ago, what companies are doing to clean up their messy middles, the role AI and process mining plays in that, how generative AI is helping with this sort of endeavour and who’s doing it well.

This interview follows on from my recent interview – The pragmatic approach to transforming customer service – Interview with Mike Upton of First Tech Credit Union – and is number 472 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

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