Last week’s World Tour was so jam-packed with insights, we’ve decided to unpack some of the biggest lessons and takeaways. If you’re looking to transform your business’s service model and customer experiences, this video is for you.


Last week’s World Tour Sydney 2022 was packed with exciting announcements and inspiring stories about how Trailblazers are creating easy and expert customer experiences. To understand the biggest insights from the day, we sat down with Jess Thompson, Chief Operating Officer at 8Squad, and Nigel Piper, Executive General Manager, Customer at Xero.

In the video interview below, you’ll find out what Jess and Nigel think about critical topics addressed during World Tour: AI and machine learning predictions, self-service technology, how Trailblazing service teams are using voice, and much more. 

And, during the event’s Main Show (available for streaming on Salesforce+), we heard important information that will help service leaders answer some of these questions: the launch of a new and improved Service Cloud, as well as Marketing Cloud updates that will further break down silos and help teams work together across business units. Service Cloud enhancements include: 

  • Contact centre support via brand-new voice partnerships
  • Field service support via a multi-level offline briefcase that triggers workflows and serves up records while offline, and visual remote assistant that empowers customers to coordinate their own assistance
  • Upskilling support via The Heart of Service, a new series of upskilling resources on Trailhead and Salesforce+, as well as a dedicated community and a new career path

So here’s what Jess and Nigel had to say: