DIGITAL BANKING

Help Customers Navigate
Financial Uncertainty

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

Apr 22, 2019 By Michael Jones

What Is Service on the Edge?

The introduction of cutting-edge Fourth Industrial Revolution technologies has changed the way people receive, interact with, and interpret information. Because of this, companies must also adapt to meet and deliver on evolving customer expectations and needs — this is called service on the edge. ... Read More

Artificial Intelligence, Customer Service, Einstein, IoT, Machine Learning

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 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

Apr 11, 2019 By Bill Patterson

See What Analysts Believe the Future Holds for Customer Service

The whole concept of customer service has changed. Whether I’m checking into a hotel, booking a flight, or buying running shoes online, the service I receive now is faster and more personalized than ever before. The agents I connect with on the phone, in person or online are all focused on making... Read More

Customer Service, Service, Service Cloud, Research

Apr 10, 2019 By Bill Patterson

Extending our Google Partnership with Intelligent Customer Service Innovations

Providing great service is an absolute imperative – 82% of service leaders acknowledge their company’s customer service must transform to stay competitive, making the service agent’s job more crucial than ever. Service agents are on the front lines of all customer interactions and are responsible... Read More

Artificial Intelligence, Customer Service, News, Service, Service Cloud

Apr 05, 2019 By Alicia Esposito

Forrester’s Sucharita Kodali Gets Real: What Retailers Should Know In 2019

The retail community can always expect to get a few nuggets of wisdom from Sucharita Kodali, VP and Principal Analyst at Forrester. Whether on stage at one of the many retail conferences worldwide, on a cable news show or chatting with the Retail TouchPoints team, she has the ability to... Read More

Commerce, Customer Service, Marketing, Holiday Readiness

Mar 25, 2019 By Greg Bennett

Getting Started With AI and Chatbots: What’s Top of Mind for Your Customers?

I’m sure we’ve all experienced how artificial intelligence (AI) has made its way into our everyday lives — social networks recognize faces in your photos, and websites even suggest new products based on things you already own. As customers, we expect these types of benefits to come from the brands... Read More

Artificial Intelligence, Communications, Customer Service, Financial Services, Retail

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

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

What Is Service on the Edge?

What Is Good Customer Service?

Service Transformation Must Come From the C-Suite

See What Analysts Believe the Future Holds for Customer Service

Extending our Google Partnership with Intelligent Customer Service Innovations

Forrester’s Sucharita Kodali Gets Real: What Retailers Should Know In 2019

Getting Started With AI and Chatbots: What’s Top of Mind for Your Customers?

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’

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