Martha Walchuk is Senior Director, Service Cloud Product Marketing at Salesforce, where she has worked since 2010. She currently leads the product marketing team focused on AI for Customer Service. Connect with her on LinkedIn.
Now that customers engage directly with your company on more and more channels, the position of customer service has elevated from "cost center" to marketing tool, competitive differentiator, and linchpin in the quest for exceptional customer experience.
It's no wonder customer service is...