Sep 18, 2016 By Mike Milburn

The Future of Customer Service is Here: Introducing Service Cloud Einstein

The implications of artificial intelligence (AI) for customer service are staggering and truly limitless. But until now, most customer service leaders have been unable to put intelligence in action. They lacked the army of data scientists needed to make sense of the data. And even if they were able... Read More

Service Cloud, Service, Artificial Intelligence

May 25, 2016 By Mike Milburn

Announcing Service Cloud Lightning Snap-Ins: The New Service Experience for the Connected Customer

Today, we're enabling every company to integrate service across the entire customer experience with the launch of Service Cloud Lightning Snap-ins, a new and transformational service product for today’s connected customer. Customers are now moving seamlessly between products and services, and the... Read More

Lightning, Customer Service, Featured, Service Cloud

May 05, 2016 By Mike Milburn

The Bay Area's Other Winning Streak: Salesforce Recognized as a Leader in Gartner's CRM Customer Engagement Center Magic Quadrant

Before the NBA playoffs started the talk of the town here and across the country was about the NBA’s Golden State Warriors winning streak, and today I wanted to highlight how Salesforce is celebrating one of our own. Just a week ago we were recognized, for the 8th consecutive year, as a leader in... Read More

Service, Service Cloud, Leadership

Mar 15, 2016 By Mike Milburn

Field Service: Meet The Internet of Things

Today, we are introducing Field Service Lightning, a radically new approach to field service for today’s connected world. Having been at Salesforce for 10 years now, I’ve had the chance to work closely with our customers, and Field Service Lightning is just another step in our evolution... Read More

Service Cloud, Cloud, News, Mobile, Service, Featured

Feb 18, 2016 By Mike Milburn

Announcing New Social Customer Service Innovations for Twitter

Today, Salesforce is taking the next step in our longstanding strategic partnership with Twitter and further empowering our customers to use the real-time platform for customer service. We’re announcing integration with two new Twitter customer service features — Customer Feedback, a new experience... Read More

Service, Service Cloud, Social, Customer Service, Featured

Mar 10, 2015 By Mike Milburn

What Police Forces, Public Sector Can Learn From Private Sector Strategies

I have been working on our Service Cloud product at Salesforce for over 9 years. During that time, I have had exposure to all kinds of global customer service stories, each capturing a common thread – customer service leaders looking to close the gap between company and consumer, especially as... Read More

Customer Service, Service Cloud