Julie addresses how knowledge and the customer economy are driving a rapid change in business. In addition she discusses how to not focus only on product but instead to look at data to define our customer-driven innovation. Julie believes there’s a balance between people, process and tools. Is traditional service management relevant? Julie answers these questions and more.

Will people lose their enthusiasm to a machine that writes as a person? Will AI impact economists, investors and journalists? Tiernan Ray, business, technology and finance writer and editor talks about AI theories and how they will impact everyone around us including the role of a journalist.

Doug Tedder, ITSM expert discusses how a virtual agent has the ability to transform your help desk with Dan Turchin, Co-founder and Chief Product Officer of Astound. He discusses how service management must now be truly end-to-end and how AI is needed to address the needs of our customers and improve business benefits.

Fruition Partners founder Marc Talluto joins the podcast to share his invaluable experience and advice around entrepreneurship, leadership and service management. Marc began his career in consulting at both Accenture and Deloitte and eventually broke away to start Fruition which specializes in ITSM and Cloud Service Management, specifically ServiceNow, as a Value Added Re-seller (VAR). As founder and CEO, Marc was instrumental in building Fruition’s partnership network and its culture, leading to the sale of the firm in 2015.

Jordan Husney is the founder and CEO of Parabol, a meeting software product for agile teams, particularly those distributed around the world. Jordan shares his insights with host Dan Turchin around the difference between teams & interest groups, key rules of engagement for productive meetings, and his thoughts on what the future of work will look like for employees & knowledge workers around the globe. He also shares a fascinating perspective on how his experience as a start-up founder has allowed him to see a different side of America.

Mark Settle, seven-time Chief Information Officer (CIO) and current CIO of Okta digs into how the modern workplace has evolved with the proliferation of collaboration work tools such as Slack, Zoom, etc. and the technology considerations CIOs and business leaders need to address in preparation for future workplace changes. Mark shares his thoughts on automation, it’s role within a company, and where it’s headed. Mark also highlights the various dimensions of the CIO role and what it takes to succeed.

Welcome to episode four of the AI and the Future of Work podcast series with host Dan Turchin.

IT veteran Tony North is the Support Manager @ Sinclair and the president of the Seattle HDI Chapter. Tony stops by for a chat with our host, Dan Turchin, to discuss building great customer support experiences, how to hire the very best people for your team, the top ITSM tools shaping the customer experience today and how to best measure and scale these tools. For those interested in the future of support and ITSM, Tony shares his thoughts around decentralization, reporting, & robotics, describing how these trends are disrupting the industry.

Benjamin Baer is the VP of Product Marketing at Fair, Issac and Company (FICO), best known for their credit risk assessment product, FICO Score. What many people don’t know is that FICO’s reach goes far beyond assessing credit health. Over the last ten years the corporation has become a leader in the analytics space, deploying big data, machine learning, and artificial intelligence solutions to some of the largest enterprises in the world. Benjamin shares a fascinating consumer journey that highlights FICO’s involvement in a host of touch points. Many of which will surprise you. He goes on to give insight on how AI and big data will impact the future of work, describing massive productivity gains and efficiency improvements for not only our jobs but also for our lives.

Brent Knipfer currently works with McDonald’s as the Global Enterprise Solutions Architect. He shares his passion and expertise around ITSM throughout the podcast, showcasing the endless possibilities for growth in the space. Brent dives into the past, present, and exciting future of ITSM as AI comes front and center.