DIGITAL BANKING

Help Customers Navigate
Financial Uncertainty

Remain a source of support and trusted advice with these
guiding principles.

Brian Solis and Nick Mehta Leading Through Change

Sep 25, 2020 By Brian Solis

The Best Equation for Business Success Is Customer Success

What’s the difference between customer-centricity, customer experience, and customer success? The definitions aren't important, but how customers describe them and the engagement they have with your company throughout their journey... Read More

Customer Engagement, Customer Service, Thought Leadership

How CA Students Are Angling For Customer Service Jobs

Sep 16, 2020 By Nicole Granucci

Why Colleges Are Now Teaching Customer Service Skills

Here's how Salesforce with UCLA Extension and Santa Monica College (SMC), helps prepare students for the new reality in customer service careers.... Read More

Future of Work, Customer Service, Careers

Sep 14, 2020 By Brian Solis

Disruption, the New Normal: Focus on Your Clients To Inspire Resilience and Innovation

“Clients don’t care so much about our products, clients care about what our products can do for them,” says Union Bank's Rajana Clark. Catch Clark's discussion with Brian Solis on how organizations can use digital transformation for frontline customer engagement... Read More

Customer Engagement, Customer Service, Service Cloud, Financial Services, Financial Services Cloud, Leading Through Change

Sep 01, 2020 By Bill Patterson

70% of Customers Prefer On-Site Service, Even Now — Is Your Field Service Ready To Deliver?

According to Salesforce Snapshot Research, 70% of customers prefer on-site service over video. Today, as field service appointments increase, the need for safe, fast, and complete service delivery — the first time — becomes even more important... Read More

Future of Work, Customer Service, Service, Service Cloud

Aug 28, 2020 By Brian Solis

Retail Needs Haven’t Changed: The Buying Experience Has With CarMax

Salesforce research notes that ecommerce grew by 71% in Q2 2020. With that, CarMax — America’s largest used-car retailer and a Fortune 500 company — had to learn to adapt to the convenience, speed, and control of shopping online. Here's their story... Read More

Customer Engagement, Customer Service, Leading Through Change, Service Cloud, Ecommerce, Retail

Aug 24, 2020 By Brian Solis

AAA Carolinas Gets Back To Basics in a Time of Need

In times of disruption, leaders have no choice but to learn as they go, to write a new playbook based on real-time, data-driven insights, testing and learning, and successes and failures. The best advice in the absence of direction is to get back to business basics ... Read More

Customer Engagement, Customer Service, Customer Experience, Leading Through Change

Jul 31, 2020 By Shonnah Hughes

Use Surveys To Understand Service Agent Wellness and Increase Productivity

Employee surveys help service managers understand call center and field service agents' feedback and inform business plans. Learn how... Read More

Future of Work, Customer Service, Leading Through Change, Service

Jul 27, 2020 By Allison Johnson Bryan

Transform Customer Relationships With the Service Trailblazer Community

At Salesforce, anyone can be a Trailblazer — customer service manager, business architect, administrator, developer, product marketer, or executive. Trailblazers are innovators, pioneers, and life-long learners who propel the future of technology and innovation. They inspire others with their... Read More

Customer Engagement, Customer Service, Service, Service Cloud, Customer Experience

Jul 22, 2020 By Amelia Guertin

3 Ways for Banks To Empower Customers and Communities

Whether or not you and your customers are ready, the largely debated unemployment compensation provided by the CARES Act will expire. Here are three ways to communicate with customers and potential customers... Read More

Customer Engagement, Customer Service, Financial Services, Service

On-Demand Webinar

Service From Home: How VIZIO Has Maintained Consistent and Quality Support

Most Popular Stories

How Emotional Intelligence Increases Customer Loyalty

Salesforce.com

Help Customers Navigate
Financial Uncertainty

The Best Equation for Business Success Is Customer Success

Why Colleges Are Now Teaching Customer Service Skills

Disruption, the New Normal: Focus on Your Clients To Inspire Resilience and Innovation

70% of Customers Prefer On-Site Service, Even Now — Is Your Field Service Ready To Deliver?

Retail Needs Haven’t Changed: The Buying Experience Has With CarMax

AAA Carolinas Gets Back To Basics in a Time of Need

Use Surveys To Understand Service Agent Wellness and Increase Productivity

Transform Customer Relationships With the Service Trailblazer Community

3 Ways for Banks To Empower Customers and Communities

On-Demand Webinar

Service From Home: How VIZIO Has Maintained Consistent and Quality Support

Most Popular Stories

How Emotional Intelligence Increases Customer Loyalty

This Strategy Helped Mascoma Bank Process 1000+ PPP Applications in 13 Days

Why a Simple Chatbot Adjustment Doubled CSAT Scores for Sun Basket

Americas

Europe, Middle East, and Africa

Asia Pacific

Salesforce.com

Help Customers Navigate Financial Uncertainty

On-Demand Webinar

Service From Home: How VIZIO Has Maintained Consistent and Quality Support

Most Popular Stories

How Emotional Intelligence Increases Customer Loyalty

This Strategy Helped Mascoma Bank Process 1000+ PPP Applications in 13 Days

Why a Simple Chatbot Adjustment Doubled CSAT Scores for Sun Basket

Americas

Europe, Middle East, and Africa

Asia Pacific

Help Customers Navigate
Financial Uncertainty