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Inside Salesforce: Driving Customer Value with AI & Automation with Bernard Slowey, VP of Digital CS | Episode 071
Manage episode 441563199 series 3479744
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! I know I sure did…
Bernard's LinkedIn: https://www.linkedin.com/in/bslowey/
This episode of the DCX Podcast is brought to you by Thinkific Plus, a Customer Education platform designed to accelerate customer onboarding, streamline the customer experience and avoid employee burnout.
For more information and to watch a demo, visit https://www.thinkific.com/plus/
+++++++++++++++++
Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.
Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.
Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media.
Learn more at: https://www.lifetimevaluemedia.com
Capitoli
1. Inside Salesforce: Driving Customer Value with AI & Automation with Bernard Slowey, VP of Digital CS | Episode 071 (00:00:00)
2. Digital Customer Experience in Large Organizations (00:00:31)
3. Unified Customer Experience Strategy Development (00:15:25)
4. Driving Customer Success With Salesforce AI (00:23:09)
5. Customer Feedback on Salesforce AI (00:31:07)
6. Transforming Customer Support With AI (00:40:22)
7. Revolutionizing Digital Customer Experiences (00:44:58)
90 episodi
Inside Salesforce: Driving Customer Value with AI & Automation with Bernard Slowey, VP of Digital CS | Episode 071
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.
Manage episode 441563199 series 3479744
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! I know I sure did…
Bernard's LinkedIn: https://www.linkedin.com/in/bslowey/
This episode of the DCX Podcast is brought to you by Thinkific Plus, a Customer Education platform designed to accelerate customer onboarding, streamline the customer experience and avoid employee burnout.
For more information and to watch a demo, visit https://www.thinkific.com/plus/
+++++++++++++++++
Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.
Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.
Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media.
Learn more at: https://www.lifetimevaluemedia.com
Capitoli
1. Inside Salesforce: Driving Customer Value with AI & Automation with Bernard Slowey, VP of Digital CS | Episode 071 (00:00:00)
2. Digital Customer Experience in Large Organizations (00:00:31)
3. Unified Customer Experience Strategy Development (00:15:25)
4. Driving Customer Success With Salesforce AI (00:23:09)
5. Customer Feedback on Salesforce AI (00:31:07)
6. Transforming Customer Support With AI (00:40:22)
7. Revolutionizing Digital Customer Experiences (00:44:58)
90 episodi
Tutti gli episodi
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1 Building Automations That Enhance Customer Experience with Samantha David of Monday.com | Ep. 081 49:12
1 Where to Find Automation Opportunities to Improve Customer AND Employee Experience | Episode 080 35:26
1 Lessons in CX Leadership and Strategy with CX "Superwoman" Nat Onions of Customer.io | Episode 078 55:19
1 Scaling Customer Education for Digital CS with Adam Avramescu of Personio & the CELab Podcast | Episode 077 46:28
1 Enhancing CX with Targeted Campaigns...and LinkedIn Ads! with Kat Breeggemann of Automox | Episode 076 53:33
1 Digital Customer Success Maturity Model Assessment Launch and Post Churn-In Q&A | Episode 075 25:07
1 Scrappy Automations that Boost Customer Success ROI w/ Joe Di Grande of Joe Does Tech Touch | Episode 074 40:11
1 Inside the Build of 15Five's Digital CS Program w/ Natalia Andreeva & Kaelon Russell | Episode 073 52:35
1 Inside Salesforce: Driving Customer Value with AI & Automation with Bernard Slowey, VP of Digital CS | Episode 071 57:23
1 Transforming Slack into a Customer Support Hub with Joydeep Sen Sarma, CEO of Clearfeed.ai | Episode 067 53:35
1 Customer Education for Revenue Growth with Greg Rose of Intellum | Episode 062 1:01:21
1 Digital Musings: Measuring Customer Health Without Telemetry and Combatting Imposter Syndrome | Episode 060 32:44
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