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Cherwell Sends Clear Message on UI and AI at Annual User Conference

Cherwell announced at its Clear conference in Nashville this fall that it is consolidating its portfolio of modules into a single product. Its promise of an elevated experience is achievable, but customers need to do some work to make it a reality.

Sam Gilliland, CEO of Cherwell, started Clear 2019 by focusing on the conference theme: elevating experiences. The conference centered on this goal and how to achieve it by focusing on the end-to-end user journey and ways to minimize disruption to users’ flow.

COO Steve Rodda announced Cherwell’s product Core – scheduled for release to general availability in early 2020 – which will integrate all of Cherwell’s existing modules into one product and will improve its enterprise service management functionality.

Cherwell product reviews can be found on Info-Tech’s SoftwareReviews site.

Source: Cherwell Service Management at SoftwareReviews. Report Published July 2019.

Our Take

Cherwell isn’t the first IT software company lately to focus on the end-user experience. What differentiates Cherwell within this trend is that it also strives to provide a good experience to IT administrators. This focus is part of the reason why Cherwell Service Management is scoring so highly in the SoftwareReviews IT Service Management category.

Source: Cherwell Service Management at SoftwareReviews. Report Published July 2019.

Cherwell is embedding AI capabilities from its technology alliance partners into its products. This approach allows it to have higher-quality features without having to train machine learning and natural language processing models, but it sacrifices some control over the product.

Cherwell customers cannot forget about process maturity and data quality. Without proper configuration management, IT asset management, service catalog, and ticket quality assessment practices, IT will not be able to easily elevate the end users’ and customers’ experiences.