David Fulton

Background

About David Fulton

Owned >500m in recurring yearly product revenue over my various roles in Product Management • Managed an international team of 6 product managers across 4 TZs • Owned products in the leader quadrants for applicable Forrester Waves/Gartner MQs since 2007 Effortless. It is what we want our lives to be, right? We want to be in control of our own time, and expend it only where it matters. Beyond the trifecta of work, family and friends, the parts of our lives that we expect to be exciting, challenging and rewarding, where effort is warranted and (occasionally) even appreciated, we want to be empowered to not have to sweat the small stuff. One of the exciting things about the world we live in is the promise that technology makes in making our everyday lives just a little easier. The fact that the promise is often made but rarely met is what drives me. I spend every day thinking about how technology can take drudgery out of the things we *need* to do, but don't want to invest time or energy in. My passion revolves around online customer service. I continue to push the boundaries of what can be done online and what 'needs' to be done through a legacy contact center. My dream is a world where the brands that serve me as a consumer stop thinking about 'delighting' me and start thinking about how they can take effort out of every interaction, one click at a time. I'm focused on making that dream a reality. Specialties: Multi-Channel Web Customer Service, Web Self Service, Web Accessibility (508, WCAG 2.0), RightChanneling and smart escalations, Mobile usability, Community, automated agents