Beyond the Hype: What Service and Support Managers Should Know About AI

with Stephen Mann , Roy Atkinson , Raj Unnikrishnan
Wednesday, Feb 27, 2019


Articles, headlines, blogs, and presentations about AI are everywhere, most being either apocalyptic (we’ll all lose our jobs) or utopian (we won’t have to work) about how AI will affect the near future. In this webinar, industry analysts Stephen Mann and Roy Atkinson and AI expert Dr. Akhil Sahai will speak directly to service and support managers about how AI is being integrated into service management software, and how that integration has a direct bearing on how service management and support can and will be done in the near future.

In this webinar, you'll learn:

  • What AI is and is not
  • How AI is being built into service management tools
  • How next-generation tools will affect the day-to-day operations of service and support

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About Our Speaker(s)

Principal Analyst and Content Director
Stephen Mann is Principal and Content Director at the ITSM-focused industry analyst firm He is also an independent IT and IT service management marketing content creator and a frequent blogger, writer, and presenter on the challenges and opportunities for IT service management professionals. Stephen previously held positions in IT research and analysis (at IT industry analyst firms Ovum and Forrester and the UK Post Office), IT service management consultancy, enterprise IT service desk and IT service management, and IT asset management. Follow him on Twitter @stephenmann.
Roy Atkinson serves as CEO and Principal Advisor for Clifton Butterfield, LLC, a business advisory practice, and is one of the top influencers in the service and support industry. In addition to many other lists in 2020, he was named one of “The Top 50 Customer Service Experts of the Decade (2010-2020)” by Nextiva, one of the “Top 150 Global Customer Experience Thought Leaders and Influencers of 2020” by SurveySensum, and one of the “Top Ten CX Contact Center Influencers You Need to Follow” by Shelf. His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. He delights in bringing his years of experience to the community. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business. Follow him on Twitter @RoyAtkinson
Akhil Sahai
As Chief Product Officer, Dr. Akhil Sahai heads product management and marketing at Symphony SummitAI. Akhil has 20+ years of experience in product strategy and management, marketing, and business development. Akhil is a product leader with extensive experience managing SaaS-based early stage start-ups as well as high-growth businesses with multi hundred million dollars product portfolio. Most recently, he was Chief Product Officer at LexisNexis where he headed a $250M+ product portfolio spread across Europe, Africa, and the Middle East. Prior to that, as head of product management and marketing, he led an early stage AI/machine learning-based start-up, Perspica Inc., to successful acquisition by Cisco. He also initiated, funded, and managed an enterprise-wide solutions program at HP and product managed and launched vCloud software at VMware. As head of products, he led another start-up, Gale Technologies, to successful acquisition by Dell; after the acquisition, he product managed the entire Converged Infrastructure portfolio. Akhil received his PhD in computer science from INRIA France and his MBA from Wharton School. He holds 17 technical patents, has authored 80+ peer-reviewed articles, and has authored a book.

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