This week at Salesforce Tower in London, we welcomed visitors to join us for the Week of Innovation to catch-up on all the latest news and announcements from Dreamforce. In this article you will find some of the top session recordings from Monday 12th November - the theme of the day was "Elevate Cross Channel Service".
To kick off the week, we were excited to be joined on stage for an exclusive interview with Peter Filceck, Digital & Customer Director at Centrica Hive. Peter shared the journey that Hive have been on to deliver the connected customer experience required to wow their consumers.
Customer expectations for seamless, on-demand service, no matter the channel, continues to reach new heights. Today, nearly 50% of all service interactions are digital, taking place across mobile messaging applications, social sites, web chat, or within a company's native mobile application. Great customer service means enabling a digital experience that’s personalised and consistent across all these channels. Join us to learn how service leaders are transforming their customer service journey and making the shift from voice to digital.
IoT massively changes how companies will interact with their customers. Connecting to the product in the field means staying permanently connected to the customer - throughout the entire lifecycle. Whether you have a team of agents on the phone, or technicians in the field, IoT and Field Service Lightning will enable you to transform service from reactive to proactive. We'll discuss how you can connect your devices and empower your agents in the field to create a streamlined customer experience.
Today's connected customers expect to interact with your company on their terms. They want interactions to be engaging, consistent across channels and tied back to your business. Join us to see how leading companies are using Self-Service, built on the Salesforce Platform, to combine stunning design with simple, intuitive access to business systems. Discover how you can deliver engaging, beautiful self-service experiences, fast, with Communities.
Want to create transformational service experiences? See how trailblazers like IBM and Marriott are elevating cross-channel customer service.