Omnichannel Customer Experience
- September 18, 2018
More than 150,000 attendees are expected at Dreamforce in San Francisco, where Salesforce will show how recent acquisitions fit into its product platform.
- July 20, 2018
Salesforce continues piecing together its Marketing Cloud -- this time with the $800 million acquisition of Datorama, an AI marketing software company.
- July 27, 2017
With the latest upgrades, Service Cloud Lightning enables easier contact center customization and provides a mobile app for agents.
- March 23, 2017
Showing incremental improvement and investing over time are keys to successful cloud implementations, especially in government.
- December 21, 2016
Dufl and Kone are both on the move with their operations and are trying to create a solid customer experience by combining data from various back-office systems.
- October 12, 2016
Salesforce's AI helps companies stay on top of CRM where customers often want immediate customer service on mobile devices and social media, but human interaction remains critical.
- June 07, 2016
From Maryville University to Xtreme Lashes, organizations are trying to get beyond data islands to better serve customers.
- May 26, 2016
Service Cloud Lightning Snap-ins and two-way video are recent enhancements designed to give customers a better experience and agents a more complete view of customers.
- April 12, 2016
Fenway Park Events sells outings at Fenway -- but without a CRM system, sales and service were working at cross-purposes.
- March 24, 2016
Desk 360 upgrades to Salesforce Desk.com, the SMB customer service application, enable comprehensive customer service, and bridge data silos between sales and service teams.
- March 15, 2016
Field Service Lightning brings new field service management capabilities to Salesforce. But what about partners that offer field service?
- February 09, 2016
Recent upgrades to Salesforce Lightning may benefit customers who can now build new apps -- but how will it affect partners who have apps that tackle the same problems?
- February 08, 2016
Seamless, efficient customer service is the elusive goal of omnichannel. Salesforce expects to deliver it using IoT to give contact centers 'spooky intelligent' systems.
- February 08, 2016
Contact centers gain a competitive edge through new knowledge management systems that put accurate, up-to-the minute customer data at their fingertips.
- January 25, 2016
Offerings such as Salesforce IoT Cloud are open for business. But are IoT-connected devices ready to generate meaningful data?