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Harriet Franklin

Harriet Franklin, Senior Principal Product Manager, Industry and Customer Workflows, ServiceNow

Harriet Franklin is a senior principal product manager for industry and Customer Workflows at ServiceNow. She works closely with design customers and partners to drive adoption, enablement, and enhancements for the Customer Service Management product line. Her area of focus is customer engagement. 

Harriet’s experience includes product management, solution consulting, sales, and implementing software as a service/customer relationship management solutions. She loves solving complex business challenges with great technology like ServiceNow.   

  • Boosting agent productivity: 2 customer service agents with headsets sitting in front of computers
    Customer Experience
    How to boost agent productivity and improve the customer journey
    December 06, 2021
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  • Customer engagement: A man sits in front of a laptop with a smile on his face.
    Customer Experience
    How to improve customer engagement: Use conversational messaging
    November 30, 2021
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  • Customer experience: Young woman with headphones working on a laptop
    Customer Experience
    5 ways to create a memorable customer experience
    November 16, 2021
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Featured

  • ITAM or configuration management? Man sitting on steps outside his house working on laptop
    IT Management
    What comes first: ITAM or configuration management?
    IT asset management (ITAM) and configuration management are critical for IT modernization initiatives. Find out which should be implemented first.
  • Better IT services: woman in a kitchen smiling at a laptop in her hands
    IT Management
    A recipe for better IT services and happier teams
    The traditional wall between IT operations and IT services is harmful to a company’s productivity. It’s also soul-sucking for team members. See a new approach.
  • 3 ServiceNow employees and two U.S. sponsors who helped Ukrainian refugees
    Culture
    Employees build app to match Ukrainian refugees with US sponsors
    Millions of Ukrainians have been displaced from their homes and found themselves in urgent need of international support. Find out how ServiceNow is helping.

Trends & Research

  • How the pandemic has affected business agility
    IT Management
    Workflow Quarterly: The business agility imperative
  • Enhance customer experience.
    Customer Experience
    Top 3 priorities to enhance customer experience
  • ServiceNow named a Leader in the 2021 Gartner Magic Quadrant for Enterprise Low-Code Application Platforms
    Application Development
    ServiceNow recognized a Leader in 2021 Gartner® Magic Quadrant™ for Low-Code Application Platforms
Productivity depends on people
4 ways AI can power IT asset management

Topics

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