Matthew Watson, Author

My background

Matthew is Salesforce ANZ’s Customer Service Transformation Director, and works with our largest and most strategic customers to inspire, educate, and motivate them on transforming their customer service with Salesforce Service Cloud. With over a decade of experience at Salesforce in hands-on delivery, pre-sales advisory, architecture, and leadership roles, Matthew has spent his career specialising in the domain of customer service and contact centres.

Matthew's latest articles

Blog

What Makes a Strong Business Case for Investment in Service AI?

Learn how to build a strong business case for service AI. Discover real ANZ results, ROI tips, and how to scale Service AI with Agentforce.

Matthew Watson

Blog

Customer Service Makes a Strategic Shift for ANZ Organisations

The pressure is on for service. Today’s customers demand fast, consistent, and personalised interactions at every touchpoint, while businesses expect service to contribute more to the bottom line. Discover key insights and the latest customer service trends from the latest State of Service Report to help your organisation rise to the occasion.

Matthew Watson

Blog

3 Ways to Transform Service and Outpace Rising Expectations with AI

It’s probably no surprise that data, generative AI, and automation are trending for customer service in 2024. The fun and the challenge is bringing these trends to life in your service organisation, but these practical tips will help.

Matthew Watson

Matthew Watson

Customer Service Transformation Director, Service Cloud

My background

Matthew's latest articles

What Makes a Strong Business Case for Investment in Service AI?

Customer Service Makes a Strategic Shift for ANZ Organisations

3 Ways to Transform Service and Outpace Rising Expectations with AI