360 PERSPECTIVES

How To Connect Silos
and Put Customers First

May 02, 2019 By Rohit Mahna and Piercarlo Gera

The Power of Customer-Driven Digital Transformation in Financial Services

There is a lot of money being left on the table by financial services firms — specifically banks and insurance companies — that are not pursuing a customer-friendly digital transformation to drive higher growth rates. This insight comes out of the 2019 Accenture Global Financial Services Consumer... Read More

B2C Marketing, Customer Experience, Financial Services, Research, Thought Leadership

Apr 27, 2019 By Natalie Petouhoff

How to Develop a Team of Successful Service Agents

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... Read More

Customer Service, Customer Experience

Apr 18, 2019 By Kelsey Jones

Engage Your Customer With These Experience Strategies

Tethered to smartphones and accustomed to nonstop innovation, today’s customers are more informed and less loyal than their predecessors. The experience a brand offers is now its key differentiator — and customers are voting for great experiences with their wallets. More than 50% of consumers have... Read More

B2B Marketing, B2C Marketing, Customer Experience, Email Marketing, Marketing, Marketing Cloud, Marketing Personalization

Apr 16, 2019 By Regan Roby

Three Fast Steps to a Beautiful, CRM-Connected Community

You may not realize it but we all access a community in one form or another. For example, I am part of an online running community that keeps me motivated to continue training. For others, a community can be where they log in and check their account data and engage with someone inside the business.... Read More

Community Cloud, Cloud Services, Customer Experience, Customer Success

Apr 15, 2019 By Devon McGinnis

What Is Good Customer Service?

Editor's note: This is among our most popular articles, so we’ve recently updated things to keep it fresh. Good customer service isn’t what it used to be. There was a time when returning customers’ voicemails in a prompt manner would pass as good enough. But customer expectations have changed... Read More

Customer Service, Customer Experience, Service Cloud

Apr 15, 2019 By Dave Rey

World Tour DC: Make Engagement Central to Digital Transformation

The term 'digital transformation' has been used frequently to describe how businesses utilize technology in new and innovative ways, but what does this term mean in the government sector? Are there factors that make some transformations more successful than others? For government agencies and their... Read More

Digital Transformation, IT, Cloud, Customer Experience

Apr 11, 2019 By Natalie Petouhoff

Service Transformation Must Come From the C-Suite

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... Read More

Customer Service, Customer Experience

Mar 19, 2019 By Sarah Patterson

How Customer Service Trends Are Changing in 2019: Highlights From the New State of Service Report

Great products are powerful building blocks for any successful business. But these days, even the best products can’t satisfy customers on their own. The Fourth Industrial Revolution has redefined customers’ expectations to the point that 80% of them now consider their experience with a company to... Read More

Customer Service, Customer Experience, Research

Mar 15, 2019 By Leyla Seka

Salesforce’s Mobile App Development Platform Recognized in Gartner Peer Insights ‘Voice of the Customer’

Salesforce celebrates our selection as Gartner Peer Insights ‘Voice of the Customer’ for Mobile App Development Platforms. Salesforce Lightning Platform Mobile empowers everyone to build smart mobile apps fast with low-code tools, access to customer data, and powerful features using simple... Read More

Apps, Customer Service, Customer Experience

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How To Create a Customer-Centric Experience

The New Rules of Customer Engagement: Key Trends From Global Research

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360 PERSPECTIVES

How To Connect Silos
and Put Customers First

The Power of Customer-Driven Digital Transformation in Financial Services

How to Develop a Team of Successful Service Agents

Engage Your Customer With These Experience Strategies

Three Fast Steps to a Beautiful, CRM-Connected Community

What Is Good Customer Service?

World Tour DC: Make Engagement Central to Digital Transformation

Service Transformation Must Come From the C-Suite

How Customer Service Trends Are Changing in 2019: Highlights From the New State of Service Report

Salesforce’s Mobile App Development Platform Recognized in Gartner Peer Insights ‘Voice of the Customer’

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CTO Perspective: Take Your Development Team From Product- To Customer Centric

How To Create a Customer-Centric Experience

New Rules of Customer Engagement: Key Trends From Global Research

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Salesforce.com

360 PERSPECTIVES

How To Connect Silos and Put Customers First

Most Popular Stories

CTO Perspective: Take Your Development Team From Product- To Customer Centric

How To Create a Customer-Centric Experience

New Rules of Customer Engagement: Key Trends From Global Research

Americas

Europe, Middle East, and Africa

Asia Pacific

How To Connect Silos
and Put Customers First