Join Bill Patterson, SVP and GM of Service Cloud, Sarah Patterson, SVP and GM of Service Cloud Product Marketing, Meredith Flynn-Ripley, VP of Digital Engagement Product Management for an incredible kick off to the event with special Trailblazer Guests!
Speakers: Jim Roth, SVP of Services IT, Dell; Janette Blatz, Operations Product Track Lead, Carvana
What’s the difference between good and world-class customer experience providers? What’s the difference between those that simply satisfy customers and those that drive delight?
In a nutshell, it’s a matter of leadership, execution, amplifying human care through technology, and fostering an engaged and engaging team. Extraordinary customer experience brands consistently and effectively meet human needs, are easy to do business with, and make experiences enjoyable whenever possible. In this keynote Dr. Joseph Michelli examines how great leaders craft and sustain customer engagement, loyalty, and advocacy by inspiring people, improving processes, and deploying relevant technology. Borrowing from his consulting work and books about world-class customer experience brands like Mercedes-Benz, The Ritz-Carlton Hotel Company, Zappos, Starbucks and others, Dr. Michelli will highlight practical steps leaders can take to develop core competencies which elevate both internal and external customer service experiences. This session is for all those who wish to achieve service excellence, every person, every time.
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.
Speaker: Erik Thomson, Sr Director, Zayo Group
It's no secret that start-ups and small businesses are hubs of innovation and known for disrupting industries. A lesser-known fact is that these same companies are now disrupting their enterprise counterparts not with products or services, but by providing amazing customer experiences that quickly adapt as customer expectations change. Many large enterprises struggle to keep up, often bogged down my complicated processes and competing interests. It doesn't have to be that way. Join us to learn how fast-growing companies are using the Salesforce Platform to provide best-in-class customer experiences with customer service.
Speaker: Andrea Graziani, CMO, DUFL
The urgency around delivering exceptional customer service is continuing to rise across industries. Customers view their service experience as a leading differentiator for doing business with your company and as a result your customer service organization is on the frontlines, especially your employees that are out in the field. Join us to hear from Salesforce and our customers that are elevating the mobile workforce and on-site service.
Today, customers expect businesses to meet them on the channels they're already on, including mobile messaging, in-app, webchat and social. But how does a business determine the right channels to help transform not only the customer's experience — increasing CSAT, but also your company —- decreasing voice calls and costs. Join this session to hear how Republic Services uses digital engagement channels to do just that.
Speaker: Scott Dresser, Director of Customer Experience, Republic Services
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.
Speakers: Kathy Emsoff, Director of User Experience, Dell; Liza Dunham, VP of CRM Operations, ZipRecruiter; Tyler Cook, Sr. Dir. of Customer Care Product Management, Overstock.com
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 investment that will allow you to keep your competitive edge by deliver engaging Service. We love to hear feedback directly from our amazing customers and prospects. We can't wait to see you in person!
Healthcare and life sciences companies are making the transformation to patient-centric business processes. In the new era of no-see physicians and high consumer expectations, pharma and med device companies must deliver amazing customer experience and support across all the channels their customers use: mobile, online, email, phone, and in person. Hear how industry leaders are using Salesforce to define and personalize the customer experience, delivering top-notch support to their patient and providers.
Speakers: Srini Pendala, Director of Salesforce Platforms, Align Technologies
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 road map and walk away with actionable next steps to begin integrating an AI solution in your company.
Speaker: Karen Van Kirk, VP of Viewer Experience, Hulu