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

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Topics

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