As a pioneering expert in integrating knowledge management and emerging artificial intelligence (AI) technology to advance service innovations, Matthew Seaman remains curious and brings his expertise to the services industry. Meeting at the intersection between knowledge management practices and emerging artificial intelligence technologies, Seaman focuses on how these can impact the people and resources within the services industry.
Since 2019, Seaman has served as an executive director at the Consortium for Service Innovation. He is recognized as a consortium innovator for his commitment to learning and experimenting with new ideas, as well as his willingness to share insights that help others achieve success.
About Matthew Seaman
Seaman’s professional success has been propelled by his academic achievements, which include a bachelor’s degree in mechanical engineering from Worcester Polytechnic Institute, which he earned in 1995. This educational experience was instrumental in shaping his analytical approach to problem-solving and innovation within the technology sector. In addition to his achievements in higher education, he also holds a KCS v6 Practices Certification and a KCS v6 Fundamentals Certification, which further solidifies his expertise in knowledge-centered service methodologies.
Prior to his current position, Seaman was vice president of customer success operations at PTC from 2016 to 2018, where he was influential in helping enhance customer experiences and ensuring operational excellence. He held various other positions at PTC, including vice president of service management and operations from 2015 to 2018, playing a pivotal role in streamlining service processes.
Seaman additionally served as senior director of technical support, customer experience, and service transformations from 2014 to 2015 at PTC. In this role, his leadership fostered significant advancements in customer support strategies and service delivery models. From 2010 to 2014, he was director of global premium services, managing high-value service offerings and developing strong client relationships.
The Root of Success
Throughout his professional career, Seaman has been recognized as a consortium innovator, showcasing his commitment to furthering his learning and experimenting with new ideas. His contributions have also been recognized with other accolades, including being named one of the most influential people in customer success management and having the honor of inclusion in Marquis Who’s Who biographical volumes.
Seaman credits his success to remaining curious and open to learning from others, believing that it is wise to be cautious about thinking you are an expert and do not need to continue learning. Also aiding his success has been his ability to listen attentively and foster collaborative environments that drive innovation and growth. His passion for helping others succeed and spending time trying to teach and learn from others has also been instrumental to his achievements.
Beyond his professional life, Seaman is a devoted family man with two daughters and enjoys skiing with his family and woodworking. Looking to the future, he aims to broaden the Consortium for Services Innovation’s influence beyond the services industry in the next three to five years, hoping to significantly impact how people engage with and think about knowledge management.
