{"id":7313,"date":"2022-11-23T09:00:00","date_gmt":"2022-11-23T17:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=7313"},"modified":"2022-11-23T09:00:00","modified_gmt":"2022-11-23T17:00:00","slug":"service-cloud-blazing-trails-interview","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-blazing-trails-interview\/","title":{"rendered":"Salesforce Execs Unpack How Automation and AI Deliver Success Now for Service Teams"},"content":{"rendered":"\n<p>Today\u2019s service leaders are struggling to meet growing customer expectations amid a <a href=\"https:\/\/www.salesforce.com\/resources\/research-reports\/state-of-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">19% average annual turnover rate<\/a> and tightening operational budgets. Salesforce Service Cloud CEO <a href=\"https:\/\/twitter.com\/clarashih\" target=\"_blank\" rel=\"noreferrer noopener\">Clara Shih<\/a> and Global Innovation Evangelist <a href=\"https:\/\/twitter.com\/briansolis\" target=\"_blank\" rel=\"noreferrer noopener\">Brian Solis<\/a> see <a href=\"https:\/\/www.salesforce.com\/products\/service-cloud\/automated-customer-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">automation and AI<\/a> as a solution.<\/p>\n\n\n\n<p><strong>Why it\u2019s important:<\/strong> Shih and Solis, who recently joined the <a href=\"https:\/\/www.salesforce.com\/resources\/podcasts\/blazing-trails\/\" target=\"_blank\" rel=\"noreferrer noopener\">Blazing Trails Podcast<\/a>, discussed how service teams feel more empowered by technology, and backed their statements up with data from Salesforce\u2019s latest <a href=\"https:\/\/www.salesforce.com\/news\/stories\/salesforce-customer-service-research-2022\/\" target=\"_blank\" rel=\"noreferrer noopener\">State of Service report<\/a>.<\/p>\n\n\n\n<p><strong>The Salesforce perspective: <\/strong>With automation and AI, Shih explained, organizations can drive growth by empowering agents to do more with less, increase efficiencies by streamlining time-intensive processes, and deliver immediate cost savings to organizations across every industry.&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>\u201cEvery organization is facing cost pressure right now, while also being asked to hire more service agents across field service, contact centers, and business-to-business support teams,\u201d said Shih.\u00a0<\/li><\/ul>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p>To find efficiencies, we are seeing companies embrace automation and AI. These technologies free service professionals from mundane tasks so they can get back to customers faster, focus on higher-order problem solving, and build meaningful, long-term relationships with customers.<\/p><cite>Clara Shih, Salesforce Service Cloud CEO<\/cite><\/blockquote>\n\n\n\n<p>Using automation and AI for service teams has another critical benefit: better customer service.<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>\u201cNinety-four percent [of consumers] say that good customer service makes them more likely to make another purchase. And in these times, the \u2018Great Resignation\u2019 isn&#8217;t just about employees, it&#8217;s also about customers \u2014 they&#8217;re willing to quit on you,\u201d said Solis.&nbsp;<\/li><li>\u201cSo with service, using tools like automation can actually help you \u2014 to not only update dated processes \u2014 but also create the new types of processes that customers expect,\u201d Solis continued.<\/li><\/ul>\n\n\n\n<p><strong>Fast fact:<\/strong> The fifth edition of Salesforce\u2019s State of Service report features perspectives from more than 8,000 customer service professionals in 36 countries.&nbsp;<\/p>\n\n\n\n<p><\/p>\n\n\n\n\n\n<p><\/p>\n\n\n\n<p><strong>Explore further:<\/strong>\u00a0<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Download the full Blazing Trails podcast episode on <a href=\"https:\/\/podcasts.apple.com\/us\/podcast\/blazing-trails\/id1259579050\" target=\"_blank\" rel=\"noreferrer noopener\">iTunes<\/a>, <a href=\"https:\/\/podcasts.google.com\/feed\/aHR0cHM6Ly9mZWVkcy5jYXN0ZWQudXMvMzgvQmxhemluZy1UcmFpbHMtNTYxMjY0ZjcvZmVlZA\" target=\"_blank\" rel=\"noreferrer noopener\">Google Podcasts<\/a>, and <a href=\"https:\/\/open.spotify.com\/show\/3H6NFOFvq8Dlsdeac35XGj\" target=\"_blank\" rel=\"noreferrer noopener\">Spotify<\/a>.<\/li><li>Watch Blazing Trails Podcast episodes on the Salesforce YouTube channel <a href=\"https:\/\/www.youtube.com\/@salesforce\" target=\"_blank\" rel=\"noreferrer noopener\">here<\/a>.<\/li><li>Get key insights from the latest State of Service report in the <a href=\"https:\/\/www.salesforce.com\/news\/stories\/salesforce-customer-service-research-2022\/\" target=\"_blank\" rel=\"noreferrer noopener\">Salesforce Newsroom<\/a> and dive deeper with the full edition of the <a href=\"https:\/\/www.salesforce.com\/resources\/research-reports\/state-of-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">report<\/a>.<\/li><li>Learn more about the latest Service Cloud offerings <a href=\"https:\/\/www.salesforce.com\/products\/service-cloud\/overview\/\" target=\"_blank\" rel=\"noreferrer noopener\">here<\/a>.<\/li><\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Today\u2019s service leaders are struggling to meet growing customer expectations amid a 19% average annual turnover rate and tightening operational budgets. Salesforce Service Cloud CEO Clara Shih and Global Innovation Evangelist Brian Solis see automation and AI as a solution. Why it\u2019s important: Shih and Solis, who recently joined the Blazing Trails Podcast, discussed how [&hellip;]<\/p>\n","protected":false},"author":0,"featured_media":7314,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"_jetpack_memberships_contains_paid_content":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"categories":[],"tags":[],"sf_content_type":[1099],"sf_theme":[1115],"sf_topic":[1120,1124,1093],"sf_product":[1125],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1110,1094],"sf_collection":[],"sf_visibility":[],"coauthors":[],"class_list":["post-7313","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_content_type-snapshots","sf_theme-digital-transformation","sf_topic-customer-360","sf_topic-customer-service-and-support","sf_topic-digital-transformation","sf_product-service-cloud","sf_location-amer","sf_location-global"],"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 Execs Unpack How Automation and AI Deliver Success Now for Service Teams - Salesforce<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-blazing-trails-interview\/\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Salesforce Execs Unpack How Automation and AI Deliver Success Now for Service Teams\" \/>\n<meta property=\"og:description\" content=\"Today\u2019s service leaders are struggling to meet growing customer expectations amid a 19% average annual turnover rate and tightening operational budgets. Salesforce Service Cloud CEO Clara Shih and Global Innovation Evangelist Brian Solis see automation and AI as a solution. Why it\u2019s important: Shih and Solis, who recently joined the Blazing Trails Podcast, discussed how [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-blazing-trails-interview\/\" \/>\n<meta property=\"og:site_name\" content=\"Salesforce\" \/>\n<meta property=\"article:published_time\" content=\"2022-11-23T17:00:00+00:00\" \/>\n<meta property=\"og:image\" content=\"http:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2023\/12\/Pointer-Piece-for-Blazing-Trails.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"675\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"NewsArticle\",\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-blazing-trails-interview\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-blazing-trails-interview\/\"},\"author\":{\"name\":\"\",\"@id\":\"\"},\"headline\":\"Salesforce Execs Unpack How Automation and AI Deliver Success Now for Service Teams\",\"datePublished\":\"2022-11-23T17:00:00+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-blazing-trails-interview\/\"},\"wordCount\":372,\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-blazing-trails-interview\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2023\/12\/Pointer-Piece-for-Blazing-Trails.jpg\",\"inLanguage\":\"en-AU\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-blazing-trails-interview\/\",\"url\":\"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-blazing-trails-interview\/\",\"name\":\"Salesforce Execs Unpack How Automation and AI Deliver Success Now for Service Teams - Salesforce\",\"isPartOf\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-blazing-trails-interview\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-blazing-trails-interview\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2023\/12\/Pointer-Piece-for-Blazing-Trails.jpg\",\"datePublished\":\"2022-11-23T17:00:00+00:00\",\"author\":{\"@id\":\"\"},\"breadcrumb\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-blazing-trails-interview\/#breadcrumb\"},\"inLanguage\":\"en-AU\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-blazing-trails-interview\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-AU\",\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-blazing-trails-interview\/#primaryimage\",\"url\":\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2023\/12\/Pointer-Piece-for-Blazing-Trails.jpg\",\"contentUrl\":\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2023\/12\/Pointer-Piece-for-Blazing-Trails.jpg\",\"width\":1200,\"height\":675},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-blazing-trails-interview\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.salesforce.com\/au\/news\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Salesforce Execs Unpack How Automation and AI Deliver Success Now for Service Teams\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.salesforce.com\/au\/news\/#website\",\"url\":\"https:\/\/www.salesforce.com\/au\/news\/\",\"name\":\"Salesforce\",\"description\":\"Get the latest Salesforce press releases, announcements, stories, and media contacts. See today\u2019s CRM news.\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.salesforce.com\/au\/news\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-AU\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Salesforce Execs Unpack How Automation and AI Deliver Success Now for Service Teams - Salesforce","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-blazing-trails-interview\/","og_type":"article","og_title":"Salesforce Execs Unpack How Automation and AI Deliver Success Now for Service Teams","og_description":"Today\u2019s service leaders are struggling to meet growing customer expectations amid a 19% average annual turnover rate and tightening operational budgets. Salesforce Service Cloud CEO Clara Shih and Global Innovation Evangelist Brian Solis see automation and AI as a solution. Why it\u2019s important: Shih and Solis, who recently joined the Blazing Trails Podcast, discussed how [&hellip;]","og_url":"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-blazing-trails-interview\/","og_site_name":"Salesforce","article_published_time":"2022-11-23T17:00:00+00:00","og_image":[{"width":1200,"height":675,"url":"http:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2023\/12\/Pointer-Piece-for-Blazing-Trails.jpg","type":"image\/jpeg"}],"twitter_card":"summary_large_image","twitter_misc":{"Est. reading time":"2 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"NewsArticle","@id":"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-blazing-trails-interview\/#article","isPartOf":{"@id":"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-blazing-trails-interview\/"},"author":{"name":"","@id":""},"headline":"Salesforce Execs Unpack How Automation and AI Deliver Success Now for Service Teams","datePublished":"2022-11-23T17:00:00+00:00","mainEntityOfPage":{"@id":"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-blazing-trails-interview\/"},"wordCount":372,"image":{"@id":"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-blazing-trails-interview\/#primaryimage"},"thumbnailUrl":"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2023\/12\/Pointer-Piece-for-Blazing-Trails.jpg","inLanguage":"en-AU"},{"@type":"WebPage","@id":"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-blazing-trails-interview\/","url":"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-blazing-trails-interview\/","name":"Salesforce Execs Unpack How Automation and AI Deliver Success Now for Service Teams - Salesforce","isPartOf":{"@id":"https:\/\/www.salesforce.com\/au\/news\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-blazing-trails-interview\/#primaryimage"},"image":{"@id":"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-blazing-trails-interview\/#primaryimage"},"thumbnailUrl":"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2023\/12\/Pointer-Piece-for-Blazing-Trails.jpg","datePublished":"2022-11-23T17:00:00+00:00","author":{"@id":""},"breadcrumb":{"@id":"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-blazing-trails-interview\/#breadcrumb"},"inLanguage":"en-AU","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-blazing-trails-interview\/"]}]},{"@type":"ImageObject","inLanguage":"en-AU","@id":"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-blazing-trails-interview\/#primaryimage","url":"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2023\/12\/Pointer-Piece-for-Blazing-Trails.jpg","contentUrl":"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2023\/12\/Pointer-Piece-for-Blazing-Trails.jpg","width":1200,"height":675},{"@type":"BreadcrumbList","@id":"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-blazing-trails-interview\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.salesforce.com\/au\/news\/"},{"@type":"ListItem","position":2,"name":"Salesforce Execs Unpack How Automation and AI Deliver Success Now for Service Teams"}]},{"@type":"WebSite","@id":"https:\/\/www.salesforce.com\/au\/news\/#website","url":"https:\/\/www.salesforce.com\/au\/news\/","name":"Salesforce","description":"Get the latest Salesforce press releases, announcements, stories, and media contacts. See today\u2019s CRM news.","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.salesforce.com\/au\/news\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-AU"}]}},"jetpack_featured_media_url":"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2023\/12\/Pointer-Piece-for-Blazing-Trails.jpg","jetpack_sharing_enabled":true,"distributor_meta":false,"distributor_terms":false,"distributor_media":false,"distributor_original_site_name":"Salesforce","distributor_original_site_url":"https:\/\/www.salesforce.com\/au\/news","push-errors":false,"_links":{"self":[{"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/posts\/7313","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/types\/post"}],"replies":[{"embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/comments?post=7313"}],"version-history":[{"count":0,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/posts\/7313\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/media\/7314"}],"wp:attachment":[{"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/media?parent=7313"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/categories?post=7313"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/tags?post=7313"},{"taxonomy":"sf_content_type","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/sf_content_type?post=7313"},{"taxonomy":"sf_theme","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/sf_theme?post=7313"},{"taxonomy":"sf_topic","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/sf_topic?post=7313"},{"taxonomy":"sf_product","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/sf_product?post=7313"},{"taxonomy":"sf_industry","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/sf_industry?post=7313"},{"taxonomy":"sf_role","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/sf_role?post=7313"},{"taxonomy":"sf_multimedia_asset","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/sf_multimedia_asset?post=7313"},{"taxonomy":"sf_location","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/sf_location?post=7313"},{"taxonomy":"sf_collection","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/sf_collection?post=7313"},{"taxonomy":"sf_visibility","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/sf_visibility?post=7313"},{"taxonomy":"author","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/coauthors?post=7313"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}