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Customer Success Keynote: A Path to Success with Salesforce
Important: This session is first come, first seated. You do not have a reserved seat.
, VP, Customer Success, Salesforce
, EVP, Customer Support, Salesforce
, President, Customer Success, Salesforce
, EVP, Global Professional Services, Salesforce
, SVP, Trailblazer Community, Salesforce
, Vice Chair, Client Relationship Development Leader, Deloitte Global Services
, Manager, Sales AI & Enablement, Bombardier
, President, Global Strategic Customers & Partners, Salesforce
Role: Administrator, Architect, Developer
Industry: Financial Services, Manufacturing, Technology
Product: Agentforce 360 Platform, Einstein, Data 360
Topic: Artificial Intelligence
Session Level: Beginner
Session Type: Keynote
- Thursday, Sep 191:00 PM - 1:50 PM PDT(8:00 PM - 8:50 PM GMT)Moscone South, LL, Keynote Room
Session Summary by Einstein: The Customer Success Keynote underscored Salesforce's commitment to guiding customers towards the future by providing pathways to success. The first pathway is to maximize your investment by implementing the insights provided from the Customer Success Score, which uses data signals aggregated by Data Cloud. The next pathway is through the transformative power of Agentforce, where we showcase how Salesforce will use agents to scale our support organization. The third pathway is through the human experts who can help guide and support customers on their AI journey. The last pathway is by continuous learning and upskilling through Trailhead, with the announcement of AI for All, Salesforce is offering free AI training to democratize the learning process. Real-world applications were demonstrated, including Trinet's turnaround story to reduce their technical debt, Bombardier's commitment to improve the sales process, and Deloitte's implementation of Data Cloud.
Key Takeaways by Einstein:
• The Customer Success Score, leveraging Data Cloud, was introduced as a pivotal metric for customer success, with a pilot program for consulting partners planned later in the year.
• Agentforce was showcased as a game-changer for global operations, with a seamless handoff between AI and human service agents and real-life deployment stories shared.
• Trailhead's commitment to learning and growth was emphasized through the AI for All initiative, providing free AI courses and the integration of a more personalized learning experience.
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Merlinda Lu
Salesforce Developer, IBM
