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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
    Read More

Featured

  • Elevate customer loyalty: smiling woman behind a counter handling a customer's purchase transaction
    Customer Experience
    Driving long-term customer loyalty
    Consistently delivering fundamentals can create a customer connection to your brand, products, and services that builds trust, which leads to customer loyalty.
  • Self-service: woman working on a laptop
    Now on Now
    7 tips for knowledge managers to increase self-service
    Delivering great self-service is key to customer experience, but knowledge management best practices constantly change. Learn seven self-service tips.
  • Innovation is a top management imperative: man standing in a corner office overlooking a city
    IT Management
    Survey: Innovation is a top management imperative
    “It’s never been clearer that those who embrace a culture of innovation and digital transformation are going to have the best chance to thrive.” Learn more.

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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