Generation Novel Driving a New Era of Customer Service Experience
The emergence of a new category of customers, Generation Novel, is transforming the way service experiences are created and delivered. Brian Solis explains why the customer should come first — but in ways we hadn’t previously imagined.
Across Marketing, Small Business and Service, Experience Takes Centre-Stage
In three episodes of Salesforce Live: Australia & New Zealand, customer experience was the predominant focus for Trailblazers in marketing, small business and service. Find out what Trailblazers and experts had to say about creating better customer experiences, regardless of function or business type.
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.
Technology Trends To Watch Now
It was tempting to say ‘innovation wow’ and throw a match over our collective shoulders as we headed into 2021.
Infographic: How Customer Service Changed In 2020
There’s a dual challenge for customer service in Australia and New Zealand.
Service Pros Reveal a Changed Industry and 4 Major Priorities
The latest edition of the State of Service report captures a year of pivotal change for customer service. But its findings also signal the priorities of service leaders who are building a brighter 2021.
Building Service Resilience in Australia and New Zealand
Almost one year into the COVID-19 crisis, it’s clear that the challenges for service leaders and their teams in Australia and New Zealand are significant.
5 Top Sessions From Salesforce LIVE: Australia and New Zealand
We’ve covered the Keynote highlights (including Crowded House!) and now it’s time to dive into for the best of the rest of the day – some absolutely sterling sessions from the likes of Malcolm Gladwell, Sydney Swans COO Drew Arthurson, Telstra’s service agent console owner, leaders partnering across the ditch to end inequality, and more.
How to Update a Customer Service Charter for Today’s Climate
Much like the 'About Us’ section on a website, a lot of customer service charters recap the company’s vision, values and overall mission.
Q&A: Data, Trust and Government Service Delivery With Miguel Carrasco and Gisele Kapterian
In collaboration with Boston Consulting Group, Salesforce recently surveyed 1,600 citizens and interviewed 20 government decision makers across Australia and New Zealand about the relationship between trust, data and citizen experience.