Nov 29, 2021 By Derek Laney

Great Minds of Service: 5 Stand-out Stats and How to Use Them in Your Own Organisation

In our Great Minds of Service series, we’ve heard inspiring examples of improving the customer experience. And we’ve broken down some numbers that can help you make a case for transforming service in your own organisation.... Read More

Service, Service Cloud, Customer Service, Customer Experience

May 28, 2021 By Derek Laney

Foxtel Explains How to Keep Transformation Projects on Track and Customers at the Centre

Digital transformation for any organisation is a huge project. Here, we find out why Foxtel aren’t afraid of a bite-size, quick win approach within the bigger picture of delivering a digital overhaul.... Read More

Customer Experience, Customer Service, Digital Transformation, Omni-channel, Service, Service Cloud, Trailblazer Story

Apr 06, 2021 By Derek Laney

3 Ways Smart Technology Fuels Human Customer Service

With customers wanting greater empathy from companies, will tech-enabled customer service be a barrier? Hardly. Tech is driving more human service in 3 big ways, and you’ll want to ensure they’re part of your strategy.... Read More

Service, Service Cloud, Research, Trailblazer Story, Customer Success, Customer Story, Customer Service

Feb 19, 2021 By Derek Laney

Here’s What New Customer Service Trends Look Like On The Ground

The State of Service report revealed that the last 12 months have transformed customer service, but what do successful changes look like on the ground? Trailblazers give us the scoop.... Read More

Customer Service, Customer Experience, Research

May 27, 2020 By Derek Laney

New Research: 5 Things Australians Working From Home Need From Managers and Companies Now

Every two weeks, Salesforce Research is surveying the general population to discover how consumers and the workforce are navigating the COVID-19 pandemic. Here, Derek Laney shares what Australian workers say they need from their managers and companies now.... Read More

Future of Work, Research, Leading Through Change

Feb 17, 2017 By Derek Laney

Your live event is a marketing tool – stop wasting it

Locked in speakers, booked a room and planning to slap your brand on the door? Stop it! An event is an expensive marketing exercise – don’t throw it away.... Read More

Events, Marketing

Aug 08, 2016 By Derek Laney

Why customer service is the new focus for marketing

The cost of acquisition is rising, and the always-connected customer expects more from brands. As a result, leading marketers are having to change the way they approach their roles. Chasing new customers is no longer the priority – instead, it’s about customer satisfaction, and understanding the... Read More

Marketing

Jul 15, 2016 By Derek Laney

Service Excellence: An Interview with CSIA CEO Anouche Newman

The Customer Service Institute of Australia (CSIA) teamed up with Salesforce to deliver a series of Service Excellence Breakfast series around Australia and New Zealand. Here is a recap of the topic CEO Anouche Newman discussed and more about her role. ... Read More

Service

Jun 14, 2016 By Derek Laney

Customer Satisfaction Overtakes Acquisition As Top Marketing Priority

The cost of acquisition is rising, and the always-connected customer expects more from brands. As a result, leading marketers are having to change the way they approach their roles. Chasing new customers is no longer the priority - instead, it's about customer satisfaction and the customer journey.... Read More

Marketing

Salesforce.com/au

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Derek Laney

Great Minds of Service: 5 Stand-out Stats and How to Use Them in Your Own Organisation

Foxtel Explains How to Keep Transformation Projects on Track and Customers at the Centre

3 Ways Smart Technology Fuels Human Customer Service

Here’s What New Customer Service Trends Look Like On The Ground

New Research: 5 Things Australians Working From Home Need From Managers and Companies Now

Your live event is a marketing tool – stop wasting it

Why customer service is the new focus for marketing

Service Excellence: An Interview with CSIA CEO Anouche Newman

Customer Satisfaction Overtakes Acquisition As Top Marketing Priority

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