John Burton is software product manager with several decades experience working on customer service and CRM / CX topics. A 20-year SAP veteran, just recently joined Sinch AB where he is working on contact center and Communications Platform as a Service (CPaaS) topics. John is an avid blogger and magazine contributor and has published three books. When he's not writing, thinking, or tinkering, John can be found hiking in the mountains with his cat Coco.
Leader's Guide to Contact Center Excellence
Plan smarter with this ultimate guide to contact center management and technology. Learn how to reduce agent turnover, win talent, and tap into emerging tech trends. Don't miss: 6 talent and ops strategies.
Customer Success: The North Star for CX Leaders
CustomerThink research finds just 25% of Customer Experience (CX) initiatives can show business value. Explore how Customer Success can be used as a "North Star" to create value for your customers and improve CX ROI.