{"id":58917,"date":"2022-11-10T05:22:00","date_gmt":"2022-11-10T13:22:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=58917"},"modified":"2022-12-04T18:29:25","modified_gmt":"2022-12-05T02:29:25","slug":"salesforce-live-2022-highlights","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/au\/blog\/salesforce-live-2022-highlights\/","title":{"rendered":"Salesforce Live 2022: Roadshow Highlights and A\/NZ Trailblazer Magic"},"content":{"rendered":"\n<p>As the world\u2019s largest software conference, Dreamforce 2022 was packed with examples of Trailblazers who are seizing a new day \u2014 by driving greater efficiency, boosting productivity and creating the kind of magical customer experiences that turbocharge business growth.<\/p>\n\n\n\n<p>And we\u2019re making sure that major cities across Australia and New Zealand can tap into these lessons via Salesforce Live. Tailored to each city, Salesforce Live is an in-person opportunity to hear from \u2014 and connect with \u2014 local Trailblazers. Here are some of the highlights.<\/p>\n\n\n\n<!-- The script tag should live in the head of your page if at all possible -->\n<script type=\"text\/javascript\" async src=\"https:\/\/play.vidyard.com\/embed\/v4.js\"><\/script>\n\n<!-- Put this wherever you would like your player to appear -->\n<img decoding=\"async\"\n  style=\"width: 100%; margin: auto; display: block;\"\n  class=\"vidyard-player-embed\"\n  src=\"https:\/\/play.vidyard.com\/VirtCyTCnufDVBM9w9qxoz.jpg\"\n  data-uuid=\"VirtCyTCnufDVBM9w9qxoz\"\n  data-v=\"4\"\n  data-type=\"inline\"\n\/>\n\n\n\n\n<p>If you can\u2019t catch Salesforce Live in your own city but want to hear how other Trailblazers are driving more efficient growth, head over to <a href=\"https:\/\/www.salesforce.com\/plus\/\" target=\"_blank\" rel=\" noopener\">Salesforce+<\/a> for tailored sales and service content.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-perth-intrepid-travel-makes-magic-with-better-visibility-for-smoother-experiences\">Perth: Intrepid Travel makes magic with better visibility for smoother experiences<\/h2>\n\n\n\n<p>Perth attendees were able to hear from Brett Mitchell, <a href=\"https:\/\/www.salesforce.com\/au\/customer-success-stories\/intrepid\/\">Intrepid Travel\u2019s<\/a> Chief Commercial Officer, who explained how a customer relationship management (CRM) system is transforming sales and service at Intrepid.&nbsp;<\/p>\n\n\n\n<p>And when thinking about a new day for making customer magic, there\u2019s perhaps no one better positioned to capture the excitement. After all, travel is back \u2014 and it\u2019s an exciting new era for Intrepid (and everyone!).&nbsp;&nbsp;<\/p>\n\n\n\n<p>To help travellers make the most of their freedom, the business aims to wow customers from the moment they start dreaming of a trip to the moment they return home and are already planning their next adventure. But, especially in a world where customers crave personalisation and convenience more than ever, Intrepid needed to understand their customers on a deeper level.<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"Intrepid is a Trailblazer\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/KrfjmsNcZ1I?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<p>Though Intrepid is a business that generates hundreds of millions of dollars, they lacked a 360-degree view of their customers \u2014 that is, customer information was scattered across multiple databases and legacy systems.&nbsp;<\/p>\n\n\n\n<p>Mitchell explained how Salesforce is helping them unify this information, creating deeper visibility across business processes and providing a single view of each customer. Platforms like Service Cloud Omni are freeing service professionals to focus on more complex cases and breaking down silos, helping the business delight customers across multiple channels, time zones and touch points.&nbsp;<\/p>\n\n\n\n<p>In other words, Intrepid is achieving two important objectives simultaneously: creating magical experiences that keep customers coming back and driving growth, while equipping their people with the right tools and information to be more productive. And the business is already seeing benefits, including some of their highest NPS scores yet.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Melbourne: Fisher &amp; Paykel on doing more with less and Norths Collective on new digital frontiers<\/h2>\n\n\n\n<p>Intrepid isn\u2019t the only Trailblazer making magic and finding new efficiencies, though. Rudi Khoury, EVP Marketing &amp; Digital Transformation, Fisher &amp; Paykel, shared how they\u2019re transforming the way they serve customers through A.I. and automation. Khoury explained how the whitegoods company has connected their telephone or \u2018voice\u2019 capabilities to its Salesforce CRM system, providing near immediate, contextual overview that each customer has had with the business. Khoury highlighted the impact this integration has given the service business across its CSAT scores, first time fix rate and more. With CRM integration, Khoury says this powerful customer context allows Fisher &amp; Paykel to explore new digital service capabilities like AI-powered help bots and visual remote assists \u2014 just to name a few! This is truly a Trailblazer that is pushing the boundaries of what sales, marketing and service can achieve with streamlined processes between departments.<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69d084579e8d8&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69d084579e8d8\" class=\"wp-block-image size-full is-style-default wp-lightbox-container\"><img decoding=\"async\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2022\/11\/SF-Mel-HL-030.jpg?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-59369\"\/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><\/figure>\n\n\n\n<p>Our Melbourne audience received a special speaker in Robert Lopez, General Manager \u2014 CX, Brand &amp; Innovation at Norths Collective. Roberts has led the hospitality group through its most recent digital transformation to gain a 360 degree member view for hyper-personalised experiences.&nbsp;<\/p>\n\n\n\n<p>The latest iteration of this \u2014 a member-based app that enables digital membership cards, QR scanning and more \u2014 is the next phase in their member-focused strategy. After turning on personalisation capabilities earlier this year, Roberts says they\u2019ve already seen a 6% decrease in site bounce rates and a 45% increase in site visits.<\/p>\n\n\n\n<p>What\u2019s more, Roberts outlined how this change will enable the business to become data rich and collect first party data at every touchpoint. In a cookie-less future, this capability is becoming critical across hospitality and almost every industry.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Stay tuned for more local Trailblazers and stories from Salesforce Live<\/h2>\n\n\n\n<p>Perth and Melbourne were magical and the Trailblazers were inspiring, but we\u2019re not done yet. We\u2019ll be distilling our favourite moments and highlights from each major city in Australia and New Zealand, so keep your eyes peeled for more examples, tips and lessons from local businesses like yours.&nbsp;<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69d084579f538&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69d084579f538\" class=\"wp-block-image size-full is-style-default wp-lightbox-container\"><img decoding=\"async\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2022\/11\/SF-Mel-HL-031.jpg?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-59370\"\/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><\/figure>\n\n\n\n<p>In the meantime, you can still catch some of the best moments from <a href=\"https:\/\/www.salesforce.com\/plus\/\">Dreamforce 2022 on Salesforce+.<\/a><\/p>\n\n\n\n<div class=\"layout-two wp-block-salesforce-blog-offer\">\n\t<div class=\"wp-block-offer__wrapper\">\n\n\t\t<div class=\"wp-block-offer__content\">\n\t\t\t<h2 class=\"wp-block-offer__title\">Check out Salesforce+ for the most popular keynotes from Dreamforce 2022<\/h2>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"wp-block-button\">\n\t\t\t\t\t<a class=\"wp-block-button__link\" target=\"_blank\" href=\"https:\/\/www.salesforce.com\/plus\/\">Watch now<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"wp-block-offer__media\">\n\t\t\t\t\t<\/div>\n\t<\/div>\n\n\t\t\t<div class=\"wp-block-offer__graphics wp-block-offer__contour\"><\/div>\n\t\n\t\t\t<!-- Standard Illustration -->\n\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__illustration\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-illustration-layout-two.png\" alt=\"\">\n\n\t\t<!-- Small Accent Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__accent\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-accent-layout-two.png\" alt=\"\">\n\t\t\n\t\t<!-- Left Side Illustration -->\n\t\t\n\t\t<!-- Cloud Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__cloud\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-cloud-layout-two.png\" alt=\"\">\n\t\t\n\t<\/div>\n\n\n\n<p><strong>Read more:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><a href=\"https:\/\/www.salesforce.com\/au\/blog\/2022\/09\/what-is-dreamforce.html\">What is Dreamforce? Everything About Salesforce\u2019s Annual Event<\/a><\/li><li><a href=\"https:\/\/www.salesforce.com\/au\/blog\/2021\/09\/dreamforce-asia-pacific-takeover.html\">Dreamforce 2022: The Best A\/NZ Speakers &amp; Sessions<\/a><\/li><li><a href=\"https:\/\/www.salesforce.com\/au\/blog\/2021\/06\/how-i-lead-dr-jane-goodall.html\">How I Lead: Jane Goodall, Dreamforce 2022 Headline Speaker<\/a><\/li><\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Salesforce Live is bringing the best of Dreamforce to Australia and New Zealand, including insights into how local Trailblazers like you are doing more with less, all while still making customer magic. Follow us as we recap the most inspiring stories and lessons.<\/p>\n","protected":false},"author":394,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"2f8a6817cf594fafbca1fd6609489a36","post_meta_title":"","ai_synopsis":"","jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[2484,2468,2504,2455,2457,2472,2459],"sf_content_type":[],"coauthors":[2454],"class_list":["post-58917","post","type-post","status-publish","format-standard","hentry","sf_topic-digital-transformation","sf_topic-sales","sf_topic-it","sf_topic-marketing","sf_topic-service","sf_topic-small-business","sf_topic-customer-relationships"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Salesforce Live 2022: Roadshow Highlights and A\/NZ Trailblazer Magic | Salesforce<\/title>\n<meta name=\"description\" content=\"Salesforce Live is bringing the best of Dreamforce to Australia and New Zealand, including insights into how local Trailblazers like you are doing more with less, all while still making customer magic. 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