What do a high-end fashion retailer, a high-street bank and a government department all have in common?
Right now, they’re all coming face-to-face with elevated expectations around customer experience.
We know, because Salesforce is helping them deliver the connected, intelligent service that’s such a big part of delighting today’s more demanding customers – and setting the experience bar even higher.
From maximising agent productivity and simplifying self-service, to scaling up great service, everywhere – let’s look at what it takes to win on experience in retail, financial services and the public sector.
Along the way, we’ll highlight the Dreamforce sessions you definitely won’t want to miss later this month, even if you can’t make it to San Francisco in person.
From the high street to the internet, and everywhere in between – customer experience is the new retail battleground.
Put simply, great products are no longer enough. Great, intelligent, seamless, cross-channel shopping experiences win out every time.
That means breaking down data siloes to create a single view of every customer. It means empowering everyone – no matter how recently they’ve been hired, or whether they’re in a contact centre or on the shop floor – with that customer view, so they can seamlessly personalise every interaction. And it means creating 1-1 journeys, across every human and digital touchpoint.
And if you’re interested in the power of self-service – which every modern retailer should be – be sure to check out this year’s Community Cloud Keynote here to watch Lamborghini, Rohan + Fields, and even NASA explain the rising power of community in an experience-first world.
More than most other industries, financial services is a relationships game. And there’s nothing quite as powerful at deepening relationships as genuinely great service experiences.
Trailblazing financial services companies are using Salesforce to bring tighter data from multiple systems, consolidate and digitise services, and tailor customer experience to individuals, creating even deeper relationships.
And that’s a true virtuous circle. Because the deeper your customer relationships, the easier it is for you (or your AI) to spot risks, suggest perfect products at the perfect time, and build even stronger bonds – ultimately creating generation-spanning loyalty.
Spanish bank BBVA will be sharing how they’ve bridged personal and professional needs – and the impact on customer loyalty – on day two of Dreamforce. Again, it doesn’t matter if you’ll be nearer Blackfriars Bridge than Golden Gate Bridge, you’ll be able to watch all the action unfold.
Imagine you’ve just bought a new pair of trousers online, and they’ve arrived, but there’s a button missing. You message the retailer on Facebook, and they get back to you in seconds armed with full details of your order, arranging to replace the trousers, and, to make your life easier, dispatch the new pair to your work address – all within the same message thread.
You tick this off your do-to-list, and start on task number two: querying your council tax bill. You’re forced to use the only channels the council supports. After some searching, you find a telephone number on the council’s site. You navigate a phone menu, unsure which option to press, but sure raising a simple query shouldn’t be this hard.
The fact is, as businesses in every commercial industry strive to differentiate on customer experience, pressure is mounting on government agencies and local authorities to keep pace – rapidly rolling out service innovation, and treating citizens like valued customers, every time, everywhere, on every device.
And what’s more, smarter service is in everyone’s interest. Multiple service (and self-service) options, easier access, better informed agents – all these things add up to faster resolutions and more cost-effective service delivery.
For public sector agencies and authorities, Dreamforce 2018’s Service Cloud Keynote offers an unmissable chance to steal moves from some of the commercial sectors’ boldest service innovators. Tune in to hear Trailblazers from IBM and Marriott reveal how they’re using automation, integration and mobile to change the service game.
Dreamforce 2018 is set to be the very best yet. And you can sample the pre-show anticipation, explore key service sessions and hear Trailblazers share their inspirations stories live (or, after the event, on demand) all from the comfort of – well, wherever you like. Just head over to our dedicated hub.