As the world begins to reopen, Salesforce executives share how it is approaching the future of the office, the technology that facilitates hybrid work, and how putting employees at the center of the equation will create success from anywhere. While many employees now enjoy the flexibility of working from anywhere, many also crave face-to-face connection. Hallway conversations, coffee breaks, and team happy hours are happening virtually. And with the employees’ primary hub for connection – the office – not yet…
Customer Service in 2021 and Beyond: Salesforce Study Reveals the Pandemic’s Lasting Impact
Source: Salesforce News & Insights As the serial crises of 2020 redefine customer engagement, customer service leaders are transforming their operations, accelerating digital transformation, and overhauling their workforce management strategies. That’s according to Salesforce’s fourth State of Service research report, released today, which provides a snapshot of the priorities, challenges, and trajectories of customer service teams around the world. This edition is based on Salesforce’s largest and most global survey of customer service agents, decision makers, mobile workers, and dispatchers:…
Relevance is in the Eye of the Beholder; The Same is True for Experience
For industries to stay competitive in today’s online economy, they need to use artificial intelligence (AI) to offer personalized recommendations and experiences to survive and win. In a recent Coveo survey of nearly 200 US consumers, respondents reveal how markets are falling short. For e-commerce, 9 out of 10 customers expect their online shopping experience to be better than in store, and half of them already face dissatisfaction. And, 50% of customers say they sometimes or always have a problem when shopping online….
SXSW 2021: The Path Forward for Healthcare Innovation and Digital Transformation
Brian Solis, Global Innovation Evangelist at Salesforce, joined Ron Kim, SVP and Chief Technology Officer at Merck, and Manoj Narayanan, Chief Technology Officer at Real Chemistry, to explore “Five Things to Know About Digital Transformation in Healthcare.” The session was an official part of SXSW 2021 programming. Hosted by Jo Ann Saitta, Global Chief Digital Officer at Real Chemistry, the panel explored digital and human dimensions of what the future of healthcare innovation should be in a post-pandemic economy. Digital…
Digitizing Your Customer Experience
Brian Solis is set to keynote “Digitizing Your Customer Experience” organized by Traction on Demand. Please join on March 18, 2021. Build lasting brand loyalty and impressions in 2021 with the latest tech solutions on Salesforce Service Cloud. Today, creating a memorable customer experience is essential. Aligning your services with your customers’ ever-evolving needs will not only generate revenue, but build and retain loyal brand ambassadors. Join us to learn how providing a seamless digital experience—from start to finish—will allow…
Forbes: In the Rush to Go All-Digital, Prioritize Employee Experiences
Forbes featured an in-depth piece by Brian Solis about the importance of prioritizing the employee experience for the all-digital, success-from-anywhere world. Companies everywhere are accelerating digital investments in customer experience (CX) – but designing for employee experience (EX) is the next competitive advantage. Engaged and productive employees are instrumental to the success of delivering exceptional customer experiences and driving organizational success. By The Numbers: 93% of executives prioritizing EX report that their teams have the tools and technology to do their…
Why Relationships and Human-Centered Outcomes Should be at the Center of Digital Transformation
What role do you want to play in the future. It will happen to you or because of you. You have more power and potential than you may realize. “Change doesn’t have to just come from the top. Change can come from the middle. I’ve seen…companies where you have culture and you have momentum and you have success. So, you can change up and down, left and right, inside out, outside in, you just have to believe that you can.”…
Why Human Connections Should be at the Center of Digital Transformation: A Conversation with Blazing Trails
I had the wonderful opportunity to join Michael Rivo on the Salesforce Blazing Trails podcast. What an amazing conversation! We explored the intersection between humanity, social science, and innovation. If you have 22 minutes and 20 seconds, I’d love for you to join us! You can listen to the show here. I hope it helps! The show is also available on… Apple Podcasts Spotify Google Podcasts Show Notes: Successful digital transformations start and end with the teams executing them. Meaningful…
Digital Transformation in 2021 and Beyond – A Prediction
Salesforce executives shared their 2021 predictions for the future of work, digital transformation, and business innovation. While there will always be unknowns, Salesforce executives believe there are important scenarios and technologies businesses must plan for in their approach to the new year. What’s clear is that the opportunities for transformation and innovation are not only abundant, but also focused on a digital imperative. Brian Solis, Salesforce’s Global Innovation Evangelist was also included in the mix of important predictions. Serving the…
How B2B Influence Adds Value to Business Customers
Lee Odden and I have been friends for over a decade. He’s super smart, a pioneer in digital discovery and influence, and a wonderful human being. We recently worked together on the 2020 State of B2B Influence Marketing Report. And, to celebrate its launch, we shared a moment together diving into the world of B2B influence. I wanted to share it with you here…transcript and video below. In Episode 9 of Inside Influence, host Lee Odden of TopRank Marketing talks…
