360 PERSPECTIVES

How To Connect Silos
and Put Customers First

Sep 23, 2020 By Adam Blitzer

The All-Digital Customer Has Arrived — Is Your Business Ready?

What does it look like to market, sell, and engage your audience from anywhere? Our latest customer stories featuring Sonos, e.l.f. Cosmetics, and Spalding show you how to get more from digital... Read More

Digital Transformation, Commerce, Marketing, Marketing Cloud, Community Cloud, Commerce Cloud, Service Cloud, CRM, Customer Experience, Ecommerce

Sep 14, 2020 By Brian Solis

Disruption, the New Normal: Focus on Your Clients To Inspire Resilience and Innovation

“Clients don’t care so much about our products, clients care about what our products can do for them,” says Union Bank's Rajana Clark. Catch Clark's discussion with Brian Solis on how organizations can use digital transformation for frontline customer engagement... Read More

Customer Engagement, Customer Service, Service Cloud, Financial Services, Financial Services Cloud, Leading Through Change

Sep 03, 2020 By Kyle Teague

How To Create the Ultimate NBA Fan Experience When the Stands Are Empty

How do you market to fans when there are no fans in the stands? That sounds like a line from a Dr. Seuss riddle, but it’s the very real challenge that NBA and WNBA organizations face this summer. Here's how Pacers Sports and Entertainment worked to create the ultimate fan experience... Read More

Customer Engagement, Marketing, Service Cloud, Marketing Personalization, Marketing Automation, Customer Experience, Customer Journey

Sep 01, 2020 By Bill Patterson

70% of Customers Prefer On-Site Service, Even Now — Is Your Field Service Ready To Deliver?

According to Salesforce Snapshot Research, 70% of customers prefer on-site service over video. Today, as field service appointments increase, the need for safe, fast, and complete service delivery — the first time — becomes even more important... Read More

Future of Work, Customer Service, Service, Service Cloud

Aug 28, 2020 By Brian Solis

Retail Needs Haven’t Changed: The Buying Experience Has With CarMax

Salesforce research notes that ecommerce grew by 71% in Q2 2020. With that, CarMax — America’s largest used-car retailer and a Fortune 500 company — had to learn to adapt to the convenience, speed, and control of shopping online. Here's their story... Read More

Customer Engagement, Customer Service, Leading Through Change, Service Cloud, Ecommerce, Retail

Jul 27, 2020 By Allison Johnson Bryan

Transform Customer Relationships With the Service Trailblazer Community

At Salesforce, anyone can be a Trailblazer — customer service manager, business architect, administrator, developer, product marketer, or executive. Trailblazers are innovators, pioneers, and life-long learners who propel the future of technology and innovation. They inspire others with their... Read More

Customer Engagement, Customer Service, Service, Service Cloud, Customer Experience

Jul 21, 2020 By Mark Abramowitz

The Biggest Customer Service Trend of 2020? Phone Support

Customers demand support over the phone, and many companies are now challenged to deliver a consistent and quality experience during a pandemic. Here's how to do it well... Read More

Customer Engagement, Customer Service, Communications, Service, Service Cloud

Jul 17, 2020 By Gary Brandeleer

6 Training Must-Dos for Today’s Field Service Worker

Just hired a new class of field service workers to join your mobile workforce? One training early on won’t do it — especially when technological advancements and ever-rising customer expectations continue to push today’s field workers to do more... Read More

Future of Work, Customer Service, Service, Service Cloud

Jul 08, 2020 By Mark Abramowitz

Research Reveals New Customer Service Standards — Here’s What To Do About It

Salesforce has tracked changing customer expectations, every two weeks, by surveying 3,500 worldwide consumers during the pandemic. Here's how those insights pertain to U.S. service organizations... Read More

Customer Engagement, Customer Service, Service Cloud, Service