Colin Mead

Colin Mead is an experienced executive currently serving as the Vice President of Global Technical Services at Pure Storage, a position he has held since May 2015.1 With over two decades of international support and services leadership experience in the high-tech industry, Mead has established himself as a prominent figure in supporting global enterprise customers.3

At Pure Storage, a company known for providing flash storage solutions and analytics, Mead plays a crucial role in maintaining the company's reputation for outstanding customer experience. Pure Storage has grown significantly, now serving 11,000 global customers and boasting an impressive 81.4 Net Promoter Score, the highest in the industry.2

Under Mead's leadership, Pure Storage has implemented several initiatives to optimize customer support:

1. Adoption of ServiceNow Technology Provider Service Management (TPSM) to centralize customer support and streamline processes.2
2. Implementation of Service Bridge, which has reduced mean time to resolution from 27 days to 6 days.2
3. Proactive monitoring of customer environments, with up to 72% of cases being raised by Pure Storage before customers notice issues.2

Mead's commitment to customer service is evident in his approach to technology adoption. He states, "ServiceNow is as committed to creating a great customer experience as we are, and we've seen it deliver on that commitment over the years. It's our partner of choice for reliable, high-performing solutions."2

Throughout his career, Mead has received several honors and awards, including:

• Star Award: Best Emerging Company (Support) from The SSPA in 2009 and 2010
• Excellence in Service Operations (ESO) - Global Certification from The Technology Services Industry Association (TSIA) in 2012
• Certified Technical Services and Support Program - Global Certification from J.D. Power and Associates in 20121

Mead is also actively involved in addressing cybersecurity challenges. He has noted that his team frequently witnesses the devastating impact of ransomware on organizations and government agencies worldwide, highlighting the importance of cyber resiliency in today's digital landscape.4