Salesforce Service Edge Summit

Monday, May 13 to Wednesday, May 15, 2019
Arizona Biltmore, A Waldorf Astoria Resort | Phoenix Arizona

Session Breakout Agenda*

Tuesday, May 14


7:45 a.m.

Registration, Breakfast & "Ask the Experts" in the Campground

9:00 a.m. | Service Edge Summit Keynote

The Age of Human-centric Service

Join Bill Patterson, EVP & GM, Service Cloud for an incredible kickoff to the event with special Trailblazer guests.

Transforming Service Through Customer Journey Mapping

11:15 a.m.

How the Shift to Digital Will Help Your Bottom Line

Customer expectations for seamless service across digital channels continue to reach new heights. Today, nearly 50% of all service interactions are digital, taking place across mobile messaging, social, web portals and communities, and in mobile apps. And the benefits are clear - delivering great digital customer service not only can make customers happier, but can also have far-ranging impacts across the business. Come hear how Salesforce Trailblazer customers are using these new service channels in innovative ways throughout their organizations to drive ROI and customer success.

12:00 p.m.

Networking Lunch & "Ask the Experts" in the Campground

1:00 p.m.

Beyond Efficiency: How Automation and AI Are Reshaping the Agent and Customer Experience

Join this session to explore how Artificial Intelligence is shifting the way we engage and work, as well as its ability to elevate the customer service experience for service agents, managers, and customers. Understand the role AI will have in your company's customer service roadmap and walk away with actionable next steps to begin integrating an AI solution in your company.

How Connecting Sales and Service Leads to Customer Retention

Companies who create cohesive experiences see a 45% increase in customer retention. Learn why Sales and Service are better together and how you can connect both departments to build brand affinity, drive profitability and consistently deliver customer service that exceeds their expectations.

2:00 p.m.

3 Ways To Differentiate and Grow Your Field Service Business

With rising customer expectations, companies are increasingly looking to customer service as a way to differentiate in a competitive market. In that service world, field service has quickly become an essential area for digital transformation to help businesses differentiate and elevate their brands. Businesses need a connected, intelligent field service platform that empowers their back-office and front-line mobile employees to deliver elevated service. In this session, learn how to differentiate and grow your field service operation to exceed customer expectations.

Increase Customer Satisfaction with Effortless Digital Self-Service

Customers live in a digital-first world, demanding self-service that's easy to use, personalized and available anywhere. Discover the incredible value in delivering self-service that connects customers to the information, business processes and digital channels they need most. Hear from our customer Trailblazer on how they've partnered with Salesforce to build a best-in-class self-service portal to grow customer engagement and company efficiency.

3:00 p.m. | Panel Discussion

How Service Leaders See the Evolving Industry

Hear from Trailblazers on key themes shaping customer service in 2019, including:

  • How the role of the agent is changing across industries, as we move into the Fourth Industrial Revolution

  • How we are elevating agent responsibilities with the help of artificial intelligence

  • How customer expectations and pain points around digital transformation are evolving

  • How customers are using field service to change the face of their brands

  • How service leaders are prioritizing and investing in digital transformation

4:00 p.m.

Service Cloud Product Roadmap

Service defines your brand. You don't want to miss this sneak peek to equip your agents for the new world of Service. The Service Cloud Product Management team will share exciting new trends and areas of investment, which will allow you to keep your competitive edge by delivering engaging Service. We love to hear feedback directly from our amazing customers and prospects, and can't wait to see you in person!

Wednesday May 15


7:00 a.m.

Breakfast & "Ask the Experts" in the Campground

8:00 a.m.


8:20 a.m.

How Salesforce Uses Service Cloud to Deliver World-Class Customer Support

Salesforce uses Service Cloud, too. In this session, we’ll dig deep into our own implementation of Service Cloud, walk through use cases and flows, and talk about best practices you can bring back to your team.

9:15 a.m.

Empowering the Workforce of Tomorrow

As the 4th Industrial revolution ushers in a new era of customer service innovation, the role of your contact center workforce needs to evolve as well. As technology changes, it’s important that managers and agents are prepared to handle cases in traditional and emerging channels like text, online chat, social media, or in combination with bots, IoT data, and other AI platforms.

Join us for an engaging, forward thinking, interactive session on the manager and agent training gap and how to prepare and maximize your customer service workforce in the age of the connected customer.

10:15 a.m.

How to Deliver Modern Service Across Digital Channels with Automation

Today, customers on average use 10 channels to communicate with companies they do business with. From voice, mobile messaging, webchat, and social, no matter the channel, they have come to expect personalized and consistent service across them all. So how does a company meet their modern customer's needs, and do so efficiently? Join this session to learn how to increase productivity and improve CSAT by scaling support across all digital channels with automation.

Unlock Lifetime Loyalty with Unified Digital Experiences in Financial Services

Customer expectations are evolving dramatically across personal and business financial needs, in a world where highly engaging digital experiences have become the norm. From applying for an insurance policy to processing an account transaction, each step of the customer lifecycle must be personalized, convenient and offered on the right channels. Join us to learn the latest innovations to unify the financial services experience, the power of digitizing processes and customers who are leading the industry

11:15 a.m.

Digital Transformation Through Emotive Experiences

AI, Omni-Channel, and Analytics are all the rage. If you’re embarking on initiatives to transform your contact center and deliver on the customer experience promise, you’ll want to separate the hype from reality. In this session, NewVoiceMedia and Cradlepoint discuss and demonstrate how omni-Channel, AI/chatbot, and analytics solutions can help you transform your contact center and drive business transformation. You’ll walk away with key insights and practical advice to succeed with your customer experience plans.

Drive Better Customer Retention by Connecting Service and Commerce

In an era of endless choices, the road to better customer loyalty isn't always clear. Over the years we've noticed that Salesforce customers are seeing 17% better customer loyalty by using Service Cloud and Commerce Cloud together to create a unified customer experience. Join this session to learn how unifying Service and Commerce empowers agents to give more proactive, personalized customer service with valuable product and customer data right at their fingertips, ultimately driving better customer loyalty for years to come.

12:00 p.m.

Networking Lunch & "Ask the Experts" in the Campground

1:00 p.m.

Field Service Lightning Roadmap

Now that you've empowered your mobile workforce with today's tools to create amazing service experiences, see how you can stay ahead of the game. Join us to hear the exciting innovations we've got planned for one of Salesforce's fastest growing product: Field Service Lightning.

Accelerate Service Transformation Through Better Customer Conversations

When a complete view of the customer journey is brought into the contact center, companies are turning service from a cost center into a revenue producer. T-Mobile has partnered with Tenfold to enable telesales agents to provide better customer care and drive higher conversion rates. T-Mobile agents are empowered with the right data for effective phone conversations, improved agent productivity and reduced handle times due to need to query multiple systems (including Salesforce) to locate relevant customer data. In this session, you will gain insights from lessons learned and best practices to find success in your organization.

2:00 p.m.

How to Create Value Through Service by Unlocking Siloed Data and Systems

Today's service operations expand beyond the call center with new digital channels like social, chat, live forums, and video to engage with the customer. But how can companies meet these expectations when 80% report their customer, product and order history data is siloed? Join us to learn how to unlock siloed data across your business, enable service agents to gain deeper customer understanding, and scale your business faster with the next level of digital service transformation.

How Manufacturers Are Regaining Control with Connected Field Service

Hear how customers are using connected devices and IoT for a completely connected service experience -- to save time and money and to deliver proactive service. In a world where manufacturers squeeze every ounce of efficiency out of their supply chain and manufacturing costs, regaining control of field service delivers an opportunity to expand margins and differentiate the customer experience.

3:00 p.m.

Put Customers at the Heart of Your Business and Drive Success With a Connected Service Platform

Every digital transformation begins and ends with a customer. Those consumers are demanding connected experiences across digital channels, in-store, or when talking to sales or service representatives. But, building these connected experiences is hard. Learn more about why businesses are turning to Salesforce to power this transformation for their business.

4:00 p.m.–5:00 p.m. | Closing Panel Discussion

Tails from the Trail: Going Live with Service Cloud

Change in any customer service organization can be tricky, but when rolling out a new tool for service, we face these pivotal questions: How to do it? When to begin? What to consider? Join this conversation to hear from experts who have walked down this path.

Join the Service Trailblazer Community.

Keep keep the conversation going to learn, innovate, and grow.