The Digital CX Podcast · 2024-09-24 · 57 min
Bernard Slowey , VP of Digital Customer Success at Salesforce, joins the show to discuss the transformation of customer service through digital tools, AI, and data-driven insights. He and Alex explore how Salesforce is leading the way in enhancing customer experiences by unifying support, success, and training portals, leveraging burgeoning AI tools like Einstein, and focusing on seamless handoffs between digital and human interactions to drive proactive, personalized service. Chapters: 00:00 - Intro 04:19 - Early career at AOL and Microsoft 07:33 - Learning from Microsoft’s transformation 10:02 - Defining digital customer success 11:38 - Enhancing self-service through data 13:55 - The importance of smooth handoff to humans 15:06 - Building unified digital experiences at Salesforce 18:45 - Success score transparency and customer insights 22:58 - AI-driven customer interactions and adoption 28:34 - Launching Einstein service agent 36:00 - Conversational future of customer service 40:03 - Voice-powered AI interactions 44:49 - B2C leading in digital customer experiences Enjoy!
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