Michael is the Senior Director in Field Service Transformation at Salesforce.
Since 2018, he has a strategic responsibility within the Field Service Product team. Michael has spent most of his professional life managing Customer and Field Service Operations in Manufacturing both operative and strategic.
He was Managing Director of a B2B2C Call Center before taking over a role as Country Field Service Director with some 300 field workers.
Field service organisations need customer-centricity and empathy at scale for greater agility and innovation at the customer point of need. IDC and Salesforce have recently commissioned a new report that looks at the new CX focus for field service delivery....