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How to drive efficient growth with data, automation and AI-powered customer service
Sonny Santos, Distinguished Strategic Solution Engineer, Salesforce ASEAN | Mehul Gopal Mangalvedhekar, Principal Solution Engineer, Salesforce ASEAN
In today's fast-paced world, customers increasingly seek quick solutions to their issues, with a strong preference for self-service options that allow them to resolve common problems independently. How can financial services organisations navigate compliance and regulatory challenges while implementing advanced service processes to enhance customer experience and reduce service costs?
Achieving widespread organisational implementation and adoption of elevated service processes presents its own set of challenges. We recognise that compliance concerns, regulatory hurdles, and migrating from legacy systems are difficult obstacles, but they can be overcome!
You will learn:
- The actionable insights and proven strategies that our customers have used to accelerate the evolution of their service processes.
- How to transform your call center into an efficiency hub to boost your Net Promoter Score (NPS), reduce operational costs, and drive revenue growth
All episodes
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3 Things Every Service Leader Needs to Know From Dreamforce
Rebecca Mackenzie, Director, Product Marketing, Salesforce
3 Things Every Service Leader Needs to Know From Dreamforce '23
Join us for a recap of the most important takeaways from Dreamforce 2023, specifically for customer service and field service leaders! Learn how Salesforce’s newest AI innovations will help your service organization reimagine service for the AI era to increase productivity and reduce costs.
Featured Speakers:
Rebecca Mackenzie, Director, Product Marketing, Salesforce -
The Key to Delivering Excellent Customer Service Every Time - Data + AI
Derek Carless, Director, Salesforce | Khoa Le, Vice President, Salesforce
The Key to Delivering Excellent Customer Service Every Time - Data + AI
Great customer service means you consistently deliver seamless and personalized service at scale. Companies that deliver excellent customer service go one step further; they truly understand their customers’ unique needs in order to deliver fast and hyper-personalized service at every touch point. But, moving from great customer service to excellent customer service that boosts revenue and increases customer satisfaction for your business requires investments to process and technology, as well as a shift in mindset towards an AI and data-driven strategy.
Join this webinar to learn how Service Cloud can help you easily create a single source of truth, empower employees, and streamline your entire service experience so that you can deliver excellent customer service every time.
Featured Speakers:
Derek Carless, Director, Service Cloud Product Marketing, Salesforce
Khoa Le, Vice President, Product Management, Service Cloud AI & Data Cloud, Salesforce -
3 Ways AI Will Scale Your Contact Center - Move from Hype to Reality
Robin Gareiss, Metrigy | Amanda West, Oana Lungu Polanco, Tamer Farag, Salesforce
Learn how to go from AI hype to reality in your contact center. Watch this webinar to understand how to transform your customer channels, agent workspace, and supervisor experience into an AI-powered contact center. And hear from Robin Gareiss, CEO and Principal Analyst at Metrigy on how teams are planning, adopting, and finding value in AI.
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Take Service Engagement to the Next Level With Apple + Service Cloud
Michael Gonzalez, Salesforce | Swati Deo, Salesforce
Watch this webinar to learn how you can make engagement feel effortless on mobile using new messaging and augmented reality innovations from Apple + Service Cloud, and take your service engagements to the next level.
In this webinar, you will:
- Uncover the seamless integration of Apple's technologies with Salesforce's Service Cloud.
- Explore the potential of new messaging features to streamline customer interactions and improve response times.
- Harness the power of augmented reality to provide remote assistance and enhance service operations.
- Learn best practices and real-world examples -
Prepare Your Company for AI-Enhanced Self-Service
Katherine Sullivan, Salesforce | Christina Keohane, Salesforce
In today’s economic environment, service teams are being asked to do more with less as customer expectations continue to rise. Today’s customers want customised service delivered faster than ever before, however 78% of service agents say it’s difficult to balance speed and quality. With AI-powered self-service solutions, companies can better meet growing customer demands by delivering efficient and tailored experiences at scale.
Join this webinar to understand how to leverage AI to accelerate productivity and improve both the customer and agent experience.
Learn how to prioritize key steps for your Self-Service growth journey.
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Key Takeaways for Service Leaders From World Tour Sydney
Venice Sran, Salesforce | Vladimir Bojchev, Salesforce | Rebecca Curtin, Salesforce
Join us for a recap of the most important takeaways, AI innovation announcements and demos from World Tour Sydney 2024, specifically for customer service leaders!
Learn how Salesforce’s newest AI innovations will help your service organisation reimagine service, from self-service to the contact centre to the field.
Learn how to:
- Activate AI to scale service
- Increase team productivity and
- Save costs using the #1 AI CRM for service.Then see a demo of Einstein 1 Service Cloud in action.
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How to Scale Field Service with AI & Automation
Chris Battles, Salesforce | Chad Barbour, Salesforce | Allegra Heath, Salesforce
Field service organizations around the world are struggling to balance dueling priorities of meeting customer demands and driving productivity. As a result, the need for both efficient and intelligent service delivery is rising and AI is now an imperative.
Learn how Salesforce Field Service, powered by the Einstein 1 Platform, enables companies to:
- Drive productivity in the field with trusted predictive and generative AI
- Proactively manage work and assets on one connected platform with real-time data
- Deploy faster and use automation to improve first time fix rates by 31% -
Top 3 AI and Data Trends in Customer Service
Kate Leggett, Forrester | Veronica Iles, Forrester | Mala Ravi, Salesforce
Watch this webinar featuring guest speaker Kate Leggett, Forrester Research Vice President and Principal Analyst, to hear the cutting-edge trends in customer service. Infuse trusted AI and data into the customer service conversation to provide context and ultimately, help your agents deliver the right service.
Also, learn how to justify Service Cloud to your executive team with a business case.
Guest speaker Veronica Iles, Senior Consultant, will walk through the recently commissioned Forrester Consulting Research Total Economic Impact™ study that found improvement in agent retention by 40% and case deflections by up to 50%.
Featured Speakers:
Kate Leggett, VP, Principal Analyst, Forrester
Veronica Iles, Sr. Consultant, Forrester
Mala Ravi, Director, Product Marketing, Salesforce -
Good to Great: 7 Digital Support Best Practices
Matthew Kravitz, Salesforce I Kim Gledhill, Salesforce
Learn how to transform your customer service experience from good to great with Service Product VP and former customer service leader, Matthew Kravitz.
Join us to learn Matt's 7 actionable digital support best practices including:
- Developing a Channel Strategy
- How to drive meaningful ROI with Self Service
- Targeted AI investment to deliver an outcome
- Q&A with our product and technology leaders -
Embracing AI in Financial Services: Strategic Mindsets for Success
Gayan Benedict, Chief Technology Officer, Salesforce | Robert Whitaker, Senior Director Financial Services Industry Advisor, Salesforce | Amy Holt, Principal Solutions Engineer - Financial Services, Salesforce
Discover the multifaceted role of AI across financial services with our webinar, AI in Finance: Enhancing Service, Sales, and Operations.
Financial professionals from service, sales, acquisition, claims, and lending will gain insights into AI's practical applications. Discover how AI-readiness doesn’t require an overnight overhaul but a strategic shift in mindset, preparing your institution to lead in the AI-first financial landscape.
- Renovate: your approach across various functions by leveraging AI to enhance responsiveness and efficiency, whether it's in customer service, sales engagement, or back-office operations.
- Evolve: your adoption by leveraging digital colleagues, which can help accelerate customer acquisition, streamline claims processing, and innovate lending practices.
- Transcend: by empowering customers with proactive data-driven insights that drive better decision-making and satisfaction.This webinar is an educational opportunity to better understand the evolution, value and versatility of AI in the financial services.
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2024 State of Service: New Data Reveals the Latest Trends
Kunjal Tanna, Head - Digital Customer and Commercial Excellence Products, Thermax | Rebecca Curtin, APAC Product Marketing Director, Salesforce | Sonika Kapoor, Specialist Account Executive, Salesforce
Did you know that 85% of decision makers anticipate service will drive a larger share of revenue this year? As service organizations increasingly turn to AI to address new challenges and scale their contact centers and field services, it’s crucial to understand how to leverage these technologies effectively.
Watch this webinar to explore insights from our global survey of over 5,500 service professionals, including key findings from India. Discover how leading organizations are using AI and data to exceed customer expectations, boost team productivity, and drive revenue growth.
Don't miss this opportunity to learn how to harness the power of AI to elevate your service operations.
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How to drive efficient growth with data, automation and AI-powered customer service
Sonny Santos, Distinguished Strategic Solution Engineer, Salesforce ASEAN | Mehul Gopal Mangalvedhekar, Principal Solution Engineer, Salesforce ASEAN
In today's fast-paced world, customers increasingly seek quick solutions to their issues, with a strong preference for self-service options that allow them to resolve common problems independently. How can financial services organisations navigate compliance and regulatory challenges while implementing advanced service processes to enhance customer experience and reduce service costs?
Achieving widespread organisational implementation and adoption of elevated service processes presents its own set of challenges. We recognise that compliance concerns, regulatory hurdles, and migrating from legacy systems are difficult obstacles, but they can be overcome!
You will learn:
- The actionable insights and proven strategies that our customers have used to accelerate the evolution of their service processes.
- How to transform your call center into an efficiency hub to boost your Net Promoter Score (NPS), reduce operational costs, and drive revenue growth