Matt Kravitz, Author

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.

Matt Kravitz's latest articles

Blog

Agentforce: Good to Great Strategies for Autonomous Service Agents

AI agents are changing the game in customer service. Ready to make them work for your team? Here’s a look at three strategies to help you bring AI agents on board to work alongside your customer reps — helping you strike the balance between efficiency and personalisation.

Matt Kravitz

Blog

7 Best Practices to Take Customer Support From Good to Great

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.

Matt Kravitz

Matt Kravitz

VP, Service Cloud Product Management, Salesforce

My background

Matt Kravitz's latest articles

Agentforce: Good to Great Strategies for Autonomous Service Agents

7 Best Practices to Take Customer Support From Good to Great