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
  • 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
  • Customer experience: Young woman with headphones working on a laptop
    Customer Experience
    5 ways to create a memorable customer experience
    November 16, 2021

Featured

  • Learning and development: 4 ServiceNow employees
    Now on Now
    Using AI to create personalized learning and development magic
    The Now Platform powers our internal learning and development platform. Powered by AI, the new platform offers search and other personalized recommendations.
  • ServiceNow certification: RiseUp - Sarah T., developer: From feeling stuck to feeling unstoppable
    Careers
    5 reasons to consider ServiceNow training and certification
    In today’s employees’ job market, nearly every job is a tech job. Discover five reasons you may want to consider ServiceNow training and certification.
  • Career growth: 2 women employees at ServiceNow
    Careers
    Career growth opportunities for women at ServiceNow
    At ServiceNow, we’ve designed programs to spur career growth, helping employees grow themselves, their teams, and the business. Hear two women’s stories.

Trends & Research

  • How the pandemic has affected business agility
    IT Management
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  • Enhance customer experience.
    Customer Experience
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  • 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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