See how First Advantage uses AI-powered solutions to deliver more efficient and tailored self-service. Learn why building a foundation today will help you exceed customer expectations for the future.
Wed, Sep 13, 19 sessions
Past Sessions
9:00 AM PDT - Wednesday, Sep 13
- TheaterITServiceFinancial ServicesHealthcare and Life SciencesExperience CloudAgentforce ServiceArtificial IntelligenceYesTesting OnlyIntroductoryIn the Dreamforce session "Three Steps to AI Enhanced Self Service," Mayte Zavaleta, Director of Product Manager for Self Service, discussed the transformative power of AI in the customer service industry. The session began with reflections on the current state of the customer service industry and the role of self-service. The discussion then moved on to the steps needed to maximize the benefits of AI in self-service operations. The session also featured Victor Sachs, SVP of Global Customer Care for First Advantage, and Delia Medina, VP of Global Customer Care Innovation for First Advantage, who shared their experiences with AI during their company's transformation. The session concluded with key takeaways on how to enhance self-service operations with AI, emphasizing the importance of a strong knowledge base, an authenticated portal, connected channels, and the integration of AI and automation.<ol><li>• AI is revolutionizing the customer service industry by providing fast, efficient, high-quality, and personalized service, with 73% of customers expecting businesses to understand their needs from the first interaction.</li><li>• AI-enhanced self-service allows for predictive and proactive service, reducing case submissions and enabling self-account management, ultimately reducing high task efforts for end users.</li><li>• Salesforce's AI-enhanced self-service aims to reduce costs by deflecting cases and improve customer experience through proactive engagement, leveraging data, CRM, and AI to scale through automation, personalize customer interactions, and create a connected support experience.</li></ol>YesAvailable on Salesforce+YesNo<a href="https://www.salesforce.com/plus/experience/dreamforce_2023/series/Service_at_Dreamforce_2023/episode/episode-s1e9">Watch now</a>9:00 a.m. Wednesday, Sep 13Wednesday, Sep 13
, VP, Global Customer Care Innovation, First Advantage
, Director, Product Management, Salesforce
, SVP, Global Customer Care, First Advantage
- Wednesday, Sep 139:00 AM - 9:20 AM PDT(4:00 PM - 4:20 PM GMT)Olympic Theater (Moscone West, Level 2)
- BreakoutMarketingITOperationsHealthcare and Life SciencesAgentforce HealthArtificial IntelligenceYesTesting OnlyIntermediateIn the Dreamforce session "Advancing Pharma I Data from Clinical to Commercial," Salesforce Speakers, discussed the company's vision for the pharmaceutical industry. Speakers emphasized the importance of creating an end-to-end journey that supports the entire product life cycle for life sciences. The goal is to remove friction in bringing new products to market and serving patients by leveraging data, AI, CRM, and trust. The session also highlighted the power of data in personalizing patient experiences across various channels. The session included a demo which highlighted how Salesforce can increase the productivity of contact center agents and transform patient experience.Salesforce is leveraging the power of data, AI, CRM, and trust to create an end-to-end journey for life sciences, supporting the entire product life cycle and removing friction in bringing new products to market. Salesforce's Health Cloud and Einstein can significantly increase the productivity of contact center agents and transform patient experience from their very first interaction with the brand. Takeda speakers emphasized the importance of really listening to patients, bringing people excited about the same topics together, and experimenting.YesYesNo9:00 a.m. Wednesday, Sep 13Wednesday, Sep 13Explore the impact of AI and data on clinical trials, commercial strategies, and the future of pharma innovation.
, Sr. Director, Industry Solution Architecture and Innovation Lab, Salesforce
, Director, Life Sciences Industry Marketing, Salesforce
, Principal Enterprise Architect (Senior Director), Takeda
, Global Head of Customer Experience, Takeda Pharmaceuticals U.S.A., Inc.
- Wednesday, Sep 139:00 AM - 9:40 AM PDT(4:00 PM - 4:40 PM GMT)Grand Ballroom A (InterContinental, Level 3)
- TheaterConsultantAdministratorOperationsFinancial ServicesHealthcare and Life SciencesPublic SectorAgentforce Financial ServicesEinsteinArtificial IntelligenceYesTesting OnlyIntermediate12:00 p.m. Thursday, Sep 149:00 a.m. Wednesday, Sep 13Wednesday, Sep 13Thursday, Sep 14Generative AI promises the possibility of one-to-one guidance at an unprecedented scale. Explore the opportunities to improve customer satisfaction and efficiency in your Financial Services business.
, Design Lead, Salesforce
, RVP Ignite Financial Services, Salesforce
- Wednesday, Sep 139:00 AM - 9:20 AM PDT(4:00 PM - 4:20 PM GMT)Einstein Theater (Moscone West, Level 2)
- TheaterMarketingITHealthcare and Life SciencesAgentforce MarketingDataYesTesting OnlyIntroductoryIn this Dreamforce session, the speakers introduced Salesforce's Data Cloud for Health, a tool designed to aggregate and harmonize data from various sources to create a unified patient profile. The session featured a discussion with Brian Buckland from Teladoc, who shared how his company uses Data Cloud to improve patient care and intervene when it matters most. The speakers also demonstrated how Data Cloud works, showing how it ingests data from different sources, maps it to a unified profile, and then segments the data to deliver personalized patient engagement. The session concluded with a Q&A, where the speakers discussed the importance of executive buy-in for Salesforce implementation and the potential of AI in enhancing customer and agent experiences.<ol><li>• Data Cloud for Health is a powerful tool that allows healthcare providers to aggregate and harmonize data from various sources, providing a holistic view of a patient's health and enabling more personalized and effective care.</li><li>• Teladoc, a leading telemedicine company, uses Data Cloud for Health to manage the state of their customers, segment members based on data in their records, and deliver the right messaging at the right time, leading to better overall customer experience and health outcomes.</li><li>• The implementation of Salesforce's Data Cloud for Health requires careful planning and executive buy-in, but its potential for improving patient care through AI and data-driven insights makes it a valuable investment for healthcare providers.</li></ol>YesAvailable on Salesforce+YesNo<a href="https://www.salesforce.com/plus/experience/dreamforce_2023/series/Healthcare_&_Life_Sciences_at_Dreamforce_2023/episode/episode-s1e4">Watch now</a>9:00 a.m. Wednesday, Sep 13Wednesday, Sep 13Learn how to connect and centralize your healthcare data in real time, from every source on a compliant and secure platform.
, Senior Director - CRM Engineering, Teladoc Health
, Lead Solution Engineer, Salesforce
, Senior Healthcare Marketing Representative, Salesforce
- Wednesday, Sep 139:30 AM - 9:50 AM PDT(4:30 PM - 4:50 PM GMT)Olympic Theater (Moscone West, Level 2)
10:00 AM PDT - Wednesday, Sep 13
- TheaterLegalOperationsHealthcare and Life SciencesPublic SectorGovernment CloudAgentforce SalesSecurityYesTesting OnlyIntroductory10:00 a.m. Wednesday, Sep 13Wednesday, Sep 13Simplify your compliance journey by automating your mission-critical document workflows. Get insights to help reduce risk, transform customer and employee experiences, and build lasting trust.
, Sales Director, S-Docs
, Director, Solution Engineering, S-Docs, Inc.
- Wednesday, Sep 1310:00 AM - 10:20 AM PDT(5:00 PM - 5:20 PM GMT)Theater Three (Moscone South, Campground)
- TheaterMarketingHealthcare and Life SciencesAgentforce MarketingDataYesTesting OnlyIntroductory10:00 a.m. Wednesday, Sep 13Wednesday, Sep 13Learn how Grünenthal is transforming its marketing by unifying and activating its customer data with the power of AI to deliver personalized experiences across channels.
, Global Head of Omnichannel Operations, Grunenthal
, Prime Named Account Executive, Salesforce
, Senior Product Marketing Manager, Salesforce
- Wednesday, Sep 1310:30 AM - 10:50 AM PDT(5:30 PM - 5:50 PM GMT)Yellowstone Theater (Moscone West, Level 2)
11:00 AM PDT - Wednesday, Sep 13
- RoundtableITSalesFinancial ServicesHealthcare and Life SciencesTableauArtificial IntelligenceYesTesting OnlyIntroductorySessions are first come, first seated11:00 a.m. Wednesday, Sep 133:00 p.m. Tuesday, Sep 12Tuesday, Sep 12Wednesday, Sep 13As customer expectations and calls for business efficiency increase, the need for trusted data will intensify. How are new advances in AI adding fuel to the fire? Let's discuss!Sessions are first come, first seated: Sessions are first come, first seated
, Manager, Research & Thought Leadership Content, Salesforce
, Senior Product Marketing Manager, Salesforce
- Wednesday, Sep 1311:30 AM - 12:10 PM PDT(6:30 PM - 7:10 PM GMT)Data Roundtables (Moscone South, Lodge Village)
- RoundtableITServiceHealthcare and Life SciencesManufacturingAgentforce Field ServiceAgentforce ServiceIntegrationYesTesting OnlyIntroductorySessions are first come, first seated11:00 a.m. Wednesday, Sep 13Wednesday, Sep 13Discuss ideas on how you can turn asset data into insights to create value added services that delight customers.Sessions are first come, first seated: Sessions are first come, first seated
, Vice President, Global Customer Transformation, PTC/ServiceMax
- Wednesday, Sep 1311:30 AM - 12:10 PM PDT(6:30 PM - 7:10 PM GMT)Service Roundtables (Moscone South, Lodge Village)
1:00 PM PDT - Wednesday, Sep 13
2:00 PM PDT - Wednesday, Sep 13
- KeynoteMarketingITOperationsHealthcare and Life SciencesAgentforce HealthEinsteinArtificial IntelligenceYesTesting OnlyIntermediateAt the Dreamforce session, Tom Whitehead, the president and co-founder of the Emily Whitehead Foundation, shared the inspiring story of his daughter Emily's battle with acute lymphoblastic leukemia. Emily's journey, from diagnosis to remission, was marked by numerous relapses and experimental therapies, including a groundbreaking T cell therapy trial. This treatment, which had never been tried on a child before, successfully put Emily's cancer into remission. Tom's presentation highlighted the transformative power of innovative cancer research and treatments, and the crucial role of organizations like the Emily Whitehead Foundation in providing hope and support to families facing similar challenges. The session also featured discussions on the use of AI in healthcare, the importance of trust in patient care, and the launch of Salesforce's new Life Sciences Cloud.<ol><li>• The session highlighted the importance of trust in healthcare, emphasizing the role of AI in enhancing patient experiences, streamlining processes, and improving outcomes. It also underscored the need for personalized care and the potential of AI in achieving this.</li><li>• Salesforce announced the launch of Life Sciences Cloud, a new platform designed to address the unique needs and opportunities in the life sciences sector. The platform will help in areas like clinical operations, Medtech CRM, and transforming HCP engagement.</li><li>• The session featured the story of Emily Whitehead, a cancer survivor, and the role of advanced therapies in her recovery. This highlighted the potential of innovative treatments and the importance of collaboration between life sciences and healthcare providers.</li></ol>YesAvailable on Salesforce+YesNo<a href="https://www.salesforce.com/plus/experience/dreamforce_2023/series/Healthcare_&_Life_Sciences_at_Dreamforce_2023/episode/episode-s1e2">Watch now</a>2:00 p.m. Wednesday, Sep 13Wednesday, Sep 13Modernize patient, member, and provider experiences. Reduce costs with automation. And help teams deliver life-saving devices and therapies, faster with Salesforce, the #1 AI CRM for health.
, Senior Manager, Health Cloud PMM, Salesforce
, SVP & GM, Health & Life Sciences, Salesforce
, GM, Life Sciences, Salesforce
, Lead Solution Engineer (HLS MedTech), Salesforce
, President & Co-Founder, Emily Whitehead Foundation
, Chief Strategy Officer, HLS, Salesforce
, SVP, Industry Marketing, Salesforce
, EVP, System Operations, Northwell Health, Inc.
, Head of Commercial IT - Commercial Excellence & Digital marketing, AstraZeneca PLC
- Wednesday, Sep 132:00 PM - 2:50 PM PDT(9:00 PM - 9:50 PM GMT)Keynote Room (Moscone West, Level 3)
3:00 PM PDT - Wednesday, Sep 13
- TheaterDeveloperITFinancial ServicesHealthcare and Life SciencesAgentforce SalesAgentforce ServiceAutomationYesTesting OnlyIntroductory3:00 p.m. Wednesday, Sep 13Wednesday, Sep 13Generative AI is revolutionizing our industry and lives all around. Happy to introduce Einstein’s friend Q: Q-GPT is a one-of-a-kind co-pilot for supercharging your Salesforce test automation journey.
, Chief Product & Strategy , ACCELQ, ACCELQ
- Wednesday, Sep 133:30 PM - 3:50 PM PDT(10:30 PM - 10:50 PM GMT)Theater Three (Moscone South, Campground)
- RoundtableServiceHealthcare and Life SciencesAgentforce HealthArtificial IntelligenceYesTesting OnlyIntermediateSessions are first come, first seated3:00 p.m. Wednesday, Sep 13Wednesday, Sep 13Join a discussion with your peers from healthcare and life science companies to learn how to get started with Generative AI in customer service.Sessions are first come, first seated: Sessions are first come, first seated
, Global Head, Advisory and Innovation - Life Sciences, Salesforce
, Distinguished Solution Engineer, Salesforce
- Wednesday, Sep 133:30 PM - 4:10 PM PDT(10:30 PM - 11:10 PM GMT)Service Roundtables (Moscone South, Lodge Village)
- TheaterMarketingITHealthcare and Life SciencesAgentforce HealthAgentforce MarketingDataYesTesting OnlyIntermediate3:00 p.m. Wednesday, Sep 13Wednesday, Sep 13Create a whole digital journey for your patients to engage with them on the right channel at the right time.
, Lead Solution Engineer, Salesforce
, Director, Salesforce CRM, Ochsner
, Senior Healthcare Marketing Representative, Salesforce
, Solution Engineer, Salesforce
- Wednesday, Sep 133:30 PM - 3:50 PM PDT(10:30 PM - 10:50 PM GMT)InterContinental Ballroom B (InterContinental, L5)
4:00 PM PDT - Wednesday, Sep 13
- BreakoutMarketingITHealthcare and Life SciencesAgentforce HealthYesTesting OnlyIntroductoryIn this Dreamforce session, the future of MedTech was discussed, focusing on the role of AI, data, and trust. The session highlighted the importance of data in shaping the future of the MedTech industry, with a particular emphasis on the need for accurate, reliable, and actionable data. The speakers also discussed the importance of AI in driving efficiencies and providing significant insights. The session also touched on the role of patients as stakeholders and the increasing importance of their engagement in their care journey. The session concluded with a demonstration of the technology that brings these concepts to life, showing how data and AI can be used to improve efficiencies and drive specific outcomes.<ol><li>• The future of MedTech is being shaped by AI, data, and trust, with a focus on delivering lifesaving technologies and devices to patients worldwide.</li><li>• MedTech organizations are transitioning from in-person to hybrid engagement models, leveraging data for actionable insights, and increasingly involving patients in their care journey.</li><li>• Salesforce's Life Sciences Cloud platform is designed to support MedTech organizations, offering interoperability, compliance, secure data, sector-specific data models and apps, and omni-channel self-service engagements.</li></ol>YesYesNo4:00 p.m. Wednesday, Sep 13Wednesday, Sep 13Consumerization, connected care, data, and artificial intelligence are impacting how medtech organizations are thinking about the future. Learn how these trends are spearheading innovation.
, Global Head, MedTech Advisory and Innovation, Salesforce
, GM, Life Sciences, Salesforce
, SVP, Digital Commercial Excellence, Bio-Rad
, Director, Platform Solutions & Services (Sales & Commercial), BD
- Wednesday, Sep 134:00 PM - 4:40 PM PDT(11:00 PM - 11:40 PM GMT)Grand Ballroom A (InterContinental, Level 3)
- TheaterOperationsServiceFinancial ServicesHealthcare and Life SciencesExperience CloudAgentforce ServiceAutomationYesTesting OnlyIntroductory4:00 p.m. Wednesday, Sep 13Wednesday, Sep 13Learn how to deliver exceptional customer experiences, optimize resources, improve operational efficiency, and stay ahead in the competitive marketplace with self-service.
, Product Marketing Manager, Salesforce
, VP, Product Marketing, Salesforce
- Wednesday, Sep 134:00 PM - 4:20 PM PDT(11:00 PM - 11:20 PM GMT)Theater Four (Moscone South, Campground)
- BreakoutMarketingHealthcare and Life SciencesAgentforce MarketingYesTesting OnlyIntermediateIn this Dreamforce session, the team from Village MD, a healthcare provider, discussed how they used Salesforce's Data Cloud and Marketing Cloud Personalization to enhance patient experiences. They shared how they consolidated patient data into a single source of truth for patient engagement and delivered personalized web experiences. The team also highlighted the importance of individualizing patient care and engagement, rather than treating patients at a population level. They shared their success in increasing email click-through rates by 32% and reducing the time spent on email activation from weeks to hours. The session also touched on the importance of adopting AI in healthcare and how it can help in care coordination and management.<ol><li>• Village MD leveraged Salesforce's Data Cloud to consolidate patient data into a single source of truth, enhancing patient engagement and delivering personalized web experiences.</li><li>• The implementation of Data Cloud and Marketing Cloud Personalization has resulted in a 32% increase in email click-through rates, reduced manual work, and enabled first-party targeting with over 100 segments.</li><li>• Village MD's partnership with Slalom, a leading Salesforce partner, has led to the successful delivery of a Minimum Viable Product (MVP) in just four months, consolidating over 40 million distinct patient profiles into 10 million unified profiles.</li></ol>No4:00 p.m. Wednesday, Sep 13Wednesday, Sep 13Learn how VillageMD consolidated patient data from three disparate health systems into a single source of truth for patient engagement using Data Cloud and Marketing Cloud Personalization (MCP).
, Director, Performance Marketing, VillageMD
, Head of Technology Products, VillageMD
, Director, Healthcare, Slalom
, Senior Delivery Principal, Slalom Consulting
- Wednesday, Sep 134:30 PM - 5:10 PM PDT(11:30 PM - 12:10 AM GMT)Room 3020 (Moscone West, Level 3)
- TheaterSalesServiceHealthcare and Life SciencesManufacturingAgentforce HealthAgentforce ServiceArtificial IntelligenceYesTesting OnlyIntermediate4:00 p.m. Wednesday, Sep 13Wednesday, Sep 13Learn how incorporating generative AI into the patient journey, healthcare can become more accessible, personalized, and efficient, benefiting both patients and healthcare providers.
, Vice President, Delivery, Rialtes Technologies
, Chief Executive Officer, Rialtes Technology
, Sr. Business Analyst, Rialtes
- Wednesday, Sep 134:30 PM - 4:50 PM PDT(11:30 PM - 11:50 PM GMT)Theater One (Moscone South, Campground)
