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Natalie Petouhoff
Dr. Natalie Petouhoff leads thought leadership for Service Cloud at Salesforce. She is wildly passionate about customer service, equality, diversity, and inclusion. She previously worked as a Forrester analyst, agency executive and a CRM strategy management consultant. Connect with her on Twitter @DrNatalie or Linkedin.
We’ve all had horrible customer service experiences. You know what we’re talking about — it’s that feeling when you hang up the phone and shake your head, wondering why companies just can’t get it right. And if the service is bad enough, you may instantly decide to never do business with them...
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What is a chatbot? That’s an important question because whether we realize it or not, the technology is steadily becoming a bigger part of our daily lives — so much so, in fact — that Gartner predicts that by 2020, the average person will have more conversations with chatbots than with their...
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Editor's note: This is among our most popular articles, so we’ve recently updated to keep things fresh.
There’s one thing all successful businesses have in common. They know that without incredible customer service, the quality of their offerings means nothing. They go the extra mile to make...
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It’s no longer enough to have the best product or the lowest price. In today’s ultra-competitive market, it’s vital to excel at customer care to attract and retain customers.
Customers now have greater choice and because of that, significantly higher expectations of the companies they deal with....
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Did you know many customer service departments are still in dinosaur mode? They face shifting demands from customers without the necessary tools, strategy, processes, and agents’ skills to meet them. When I speak at conferences, I often hear from customer service leaders about how difficult it is...
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Eighty Percent of Digital Transformations Fail
If you are leading a digital business transformation or a software project, you may have seen the stats that 80% of software transformation fail. This has been the case for over 20 years. Teams, busy doing what they have always done, might not see a...
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