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State of the
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Sales enablement essentials

How-to’s, tips and resources to fuel your sales enablement and deliver what today’s customers want.

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Be inspired by our customers

From the challenges to the achievements, discover stories that will inspire growth ‒ with heaps of handy tips along the way.

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Leadership insights

Founders, CEOs, leaders of all stripes share their tales of blazing new trails in their lives, careers and companies.

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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

May 24, 2021 By Brian Solis

How Generation Novel Is Driving a New Era of Customer Service Experience

Brian Solis shares how the emergence of Generation Novel has both accelerated the drive toward digital transformation and modified it. Here he explains why learning what makes Gen N tick should be the number one priority of customer service professionals.... Read More

Customer Service, Customer Experience, Digital Transformation, Service, Service Cloud

Apr 16, 2021 By Salesforce

3 Ways to Keep Your Customer Promise and Keep Customers Happy

Here are three ways you can evolve to make sure that your employees are keeping customer promises, and therefore, keeping customers happy.... Read More

Customer Service, Customer Satisfaction, Service, Service Cloud, Research

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 25, 2021 By Salesforce

Infographic: How Customer Service Changed In 2020

Get a big-picture look at the most crucial ways customer service changed in 2020 – and know the trends for 2021.... Read More

Infographics, Service, Service Cloud, Research, Customer Service

Jan 20, 2021 By Salesforce

New State of Service Report: Insights from 7,000 customer service pros reveal a changed industry and 4 major priorities

2020’s surging caseloads, anxious customers and rapid digital shifts changed customer service forever. In the fourth edition of the State of Service report, learn how service organisations shifted gears and where high-performing teams are headed next.... Read More

Service, Service Cloud, Research, Customer Service, Digital Transformation

Dec 15, 2020 By Salesforce

Building Service Resilience in Australia and New Zealand

At an advanced stage of the COVID-19 crisis, it’s clear that the challenges for service leaders and their teams in Australia and New Zealand are significant. However, organisations that provide excellent customer service are discovering immense opportunity.... Read More

Service, Service Cloud, Research, Leadership Insights

Oct 21, 2019 By Salesforce

Video: 3 Channels Customers Expect Service On

Salesforce’s State of Service report found a gap between the channels customers want service on and the channels companies offer service on. In this animation, we explore the three channels customers expect service on.... Read More

Service Cloud, Service, Customer Success, Customer Satisfaction, Customer Experience

Aug 01, 2018 By Paul Baptist

Future-proofing a smarter customer service experience with cloud

With customer expectations escalating, businesses need cloud to deliver on service and have a single view of the customer. ... Read More

Customer Service, Customer Satisfaction, Customer Success, Customer Experience, Service, Service Cloud

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