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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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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

Apr 01, 2021 By Salesforce

Technology Trends To Watch Now

2020 changed consumers and customers. It changed marketing, sales and service. And it drove change across technology. We spoke to the experts about the tech trends to watch now – have a listen.... Read More

Service, Sales, Marketing, IT, Customer Engagement, Small Business, Research

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

Aug 20, 2020 By Salesforce

5 Top Sessions From Salesforce LIVE: Australia and New Zealand

How does the Sydney Swans Football Club give 1.2 million fans the game-day experience at home? And keep the players’ spirits up when the stands aren’t heaving? This, and more highlights from Salesforce LIVE: Australia and New Zealand.... Read More

Customer Experience, Customer Success, Events, Leadership, Marketing, News, Service, Sales

Jun 23, 2020 By Salesforce

How to Update a Customer Service Charter for Today’s Climate

Updating your customer service charter probably isn’t high on your list right now. We’re here to tell you it should be. Read what should be updated.... Read More

Customer Service, Customer Satisfaction, Service

Jun 18, 2020 By Gisele Kapterian

Q&A: Data, Trust and Government Service Delivery With Miguel Carrasco and Gisele Kapterian

Gisele Kapterian and Miguel Carrasco on the relationship between service delivery and trust, and how governments can deliver services with speed and impact.... Read More

Service, Public Sector, Customer Engagement, Customer Experience

Apr 23, 2020 By Salesforce

3 Challenges of Building a Virtual Service Centre and How We Overcame Them

Jim Roth shares how Salesforce moved 2,800 internal and outsourced customer support engineers in 12 countries to a virtual contact centre. ... Read More

Leading Through Change, Service, Digital Transformation, Customer Engagement, Salesforce Culture

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