On this episode, Rekha Srivatsan, VP of Product Marketing at Salesforce Service Cloud, discusses the findings of the sixth edition of the Salesforce State of Service report. The report dives into some of the biggest trends in the customer success industry, including the increasing demand for personalized and fast service, challenges of implementing self-service while maintaining customer trust, and the use of AI and data and why it’s crucial in meeting customer expectations and improving customer experience.

Tune in to learn:

• How service organizations are moving from cost centers to revenue generators by meeting the increasing demand for personalized and fast service.
• Why AI and data play a crucial role in improving customer experience and meeting customer expectations.
• Why implementing self-service requires a balance between providing convenience to customers and maintaining their trust.
• How to create a unified view for agents and why the use of technology can enhance customer service and improve productivity. 
• The ways AI should be used to augment, not replace, agents in customer service.
• Why to consider customer sentiment and the complexity of the issue when determining whether to use AI or human support.
• How to build trust with customers and why it is crucial for a positive customer experience.

–

How can you bring all your disconnected, enterprise data into Salesforce to deliver a 360-degree view of your customer? The answer is Data Cloud. With more than 200 implementations completed globally, the leading Salesforce experts from Professional Services can help you realize value quickly with Data Cloud. To learn more, visit salesforce.com/products/data to learn more.

--

Mission.org is a media studio producing content alongside world-class clients. Learn more at http://www.mission.org.