Service Change Makers Playlist
Help your organization succeed from anywhere with expert insights from service innovators.
Being Human in the Time of Automation
Meet Kevin Roose, an award-winning technology columnist for The New York Times and author of “Future Proof.” He tells us how we can feel more confident in our abilities and be more successful in our careers. One way? Focus on what machines can’t do, and start working like humans.
There’s No Turning Back: The Future of Service in a Post-Pandemic World
Take in how companies like Airbnb and OneUnited Bank are rethinking every aspect of customer service in a world where digital comes first. Hear from Andy Yasutake, Head of Global Community Support Products with Airbnb; Teri Williams, President and COO of OneUnited Bank; and James Slocum, CIO of OneUnited Bank.
Deliver the Next Era of Digital Service with AI-Driven Automation
Over the last year and a half, digital stepped in where in-person or in-store interactions didn’t exist. These digital experiences have gone from nice-to-have to must-have. Hear from leaders at Salesforce about how artificial intelligence and automation can help you make your digital experiences even better.
The Future of Service in a Post-Covid World: A Fireside Chat with Jim Roth — EVP, Customer Support, Salesforce
We can probably all agree that how we work and how we serve customers has changed forever. We’ve been working from home for over a year, and while the challenges have been many, customer experience and productivity have exceeded all expectations. Listen in as Jim Roth outlines the future of the contact center, project workloads, upskilling employees, and how Salesforce plans to recruit new talent.
Service Excellence: How AI and Automation Are Reshaping the Customer Experience
How do you achieve a truly great customer experience? In short, automate intelligently. Hear from Nancy Jamison, Principal Analyst at Frost & Sullivan, and Alvin Stokes, Chief Customer Contact Officer at Smile Direct Club, to learn how.
The Future for Contact Centers and Service Departments
The outlook for contact centers and service departments has never been better. Donna Fluss, President and Founder of DMG Consulting, explains how an investment in AI, automation, and the cloud are an investment in your customer service experience.
The Total Economic Impact of Service Cloud
Hear from Veronica Iles, a Total Economic Impact consultant at Forrester, as she explains how to maximize the value of your Service Cloud 360 investment. See her explore a 2021 study researching different organizations across industries to understand the total economic impact of Service Cloud 360.
Plan for Great Service with the Right Agent at the Right Time with Workforce Engagement
In 2020, we saw unpredictable surges and dips in service volumes. It left many contact centers dramatically under or overstaffed. And when customer engagement went completely digital, many service employees weren’t equipped with the right resources to be successful. Hear how Service Cloud Workforce Engagement can help service leaders and teams with forecasting and scheduling, deploying agents to the right place at the right time, and training.
Make Phone Your New Digital Service Channel to Improve Customer Loyalty
Customers expect fast, personalized, and helpful phone service. However, meeting high expectations on every call is easier said than done. In this video, we'll show you how to turn voice into a digital channel that elevates every customer experience. Bonus — you’ll hear from Jesser Cruz, Senior Program Manager at Remitly, a digital payments company, about how it has empowered its service team to deliver personalized, smart, and efficient service.
Krones Digital Transformation in Service
Learn how Krones, a global leader in the bottling and packaging equipment business, managed to roll out a new field service solution into 21 subsidiaries within 14 months. Meet Peter Beecher, Head of Organization, Methods, and KPIs, and the managers who will share success factors, pitfalls, and learnings.
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