Salesforce Service Edge Summit
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
10:00 a.m. | Featured Keynote
Transforming Service Through Customer Journey Mapping
11:15 a.m.
How the Shift to Digital Will Help Your Bottom Line
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
How Connecting Sales and Service Leads to Customer Retention
2:00 p.m.
3 Ways To Differentiate and Grow Your Field Service Business
Increase Customer Satisfaction with Effortless Digital Self-Service
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
Wednesday May 15
7:00 a.m.
Breakfast & "Ask the Experts" in the Campground
8:00 a.m.
Welcome
8:20 a.m.
How Salesforce Uses Service Cloud to Deliver World-Class Customer Support
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
Unlock Lifetime Loyalty with Unified Digital Experiences in Financial Services
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
12:00 p.m.
Networking Lunch & "Ask the Experts" in the Campground
1:00 p.m.
Field Service Lightning Roadmap
Accelerate Service Transformation Through Better Customer Conversations
2:00 p.m.
How to Create Value Through Service by Unlocking Siloed Data and Systems
How Manufacturers Are Regaining Control with Connected Field Service
3:00 p.m.
Put Customers at the Heart of Your Business and Drive Success With a Connected Service Platform
4:00 p.m.–5:00 p.m. | Closing Panel Discussion