John Heald is the Global Vice President, SAP Customer Experience, Field Service Management.  Focused on helping customers deliver differentiated customer experiences, by continually improving their end to end experiences, irrelevant of how they engage, through self-service, customer service, or the ever-increasing differentiation that is field service.

John is responsible for working with the development team on product direction and future development strategy within our customer experience portfolio. He has been working in CRM, and the broader customer experience area for over 25 years and is more than vocal in discussing best practices and advising on key questions, and thoughts, concerning the increasingly
complex customer expectations.