Derek Laney, Author - Salesforce

My background

As technology evangelist for Salesforce in Australia and New Zealand, Derek's work supports executive education in the region, including in Salesforce Innovation Centres.

Derek has spent almost two decades at Salesforce working in software development, product management, consulting, solutions engineering, and product marketing. Derek's current focus includes artificial intelligence, work transformation and Salesforce product strategy.

Derek's latest articles

Blog

Great Minds of Service: 5 Stand-out Stats and How to Use Them in Your Own Organisation

Our ‘Great Minds of Service’ webinar series is underway, and we’ve already heard crucial insights and advice from experts and Trailblazers. In this blog, we’ll deconstruct some of the most compelling numbers we’ve heard so far and look at how you can take similar approaches to transforming customer experience in your business.

Derek Laney

Blog

Foxtel on Keeping Transformation Projects on Track and Customers at the Centre

Foxtel’s mission is straightforward: make it easier for people to watch the TV they love. To achieve that mission, they’re focusing on improving customer experiences – which maybe isn’t quite as straightforward. It…

Derek Laney

Blog

3 Ways Smart Technology Fuels Human Customer Service

When it comes to customer service, the idea that technology is at odds with a human touch hasn’t been an easy one to shake. When some people hear “automation” or “artificial intelligence,” they might imagine impersonal interactions. But that misunderstands technology’s role. Here’s why.

Derek Laney

Blog

Here’s What New Customer Service Trends Look Like On The Ground

A talk with two Trailblazers reveals the massive changes underway in customer experience and service – and how your business can benefit.

Derek Laney

Blog

New Research: 5 Things Australians Working From Home Need From Managers and Companies Now

Every fortnight, Salesforce Research surveys the general population to discover how we’re navigating the COVID-19 pandemic – both as consumers and as workers.

Derek Laney