How Telecom Organisations Can Support Customers from Home
As COVID-19 continues to have impacts across the globe, telecommunications leaders are adapting to a new way of working and serving customers in this period of unprecedented change. Supporting a surge in bandwidth utilisation and demand, pivoting on traditional operational models, continue to support customers and ensure business continuity in this new normal.
How can you respond? Please join this webinar, first in a series, with Industry and Salesforce experts on how telecommunications organisations are reacting and preparing for the future to:
Support a remote workforce with productivity and process automation tools
Drive efficiency in revenue and sales experiences
Scale customer service with self-help tools and intelligence
RecordedSep 28 202032 mins
Your place is confirmed, we'll send you email reminders
Last year our world shifted to digital overnight. One year later, those “temporary” digital fixes are now experiences customers can’t live without. Digital transformation is possible and it can be completed in no time. From self-service portals to curbside pickup, companies have created digital-first experiences that customers can no longer live without. There’s no turning back. Customer expectations will continue to evolve which means they will expect more from those digital experiences. But, what does this mean for customer service? It means that service has a huge opportunity.
91% of customers say a positive customer service experience makes them more likely to make another purchase (State of the Connected Customer).
Service keeps customers coming back and will drive more revenue than ever before. The companies who are going to thrive are the ones who can make every customer engagement more valuable and do so seamlessly from online to curbside to in-person. This is only possible with trailblazing leaders and technology that’s built to make customer engagement seamless - that’s Service Cloud 360. Only Service Cloud 360 can natively bring automation, workforce engagement, and every customer interaction together on a single platform. When the entire workforce are focused on serving the customer, making every customer engagement seamless isn’t only possible, it’s transformational.
Join us to hear from three trailblazing leaders on how they have transformed customer experience using Service Cloud 360 within their business.
Building trusted relationships and caring for customers is the foundation of delivering exceptional field service now more than ever. According to the 2020 "State of Service" report, 30% of consumers say they're seeking more service than 2020. Join us to see Salesforce Field Service in action and hear about innovations that can bring you into a new field service era and deliver safe, reliable service at scale.
Service teams and contact centers have been hit especially hard, forcing many businesses and organizations to look for better ways to move faster and do more with less. Join this session to hear about our latest product innovations and how Salesforce Trailblazers are harnessing intelligence and automation to drive productivity, scale operations and deliver end-to-end service experiences more efficiently.
Alex Mahon, CEO, Channel 4 | Vicky Nisbet, AVP Communications & Media, Salesforce | Tatjana Kruckenhauser, Salesforce
The forces of change over the past 12 months have dramatically accelerated company plans from all industries and none more so than Media. The battle for audience attention, the transition to new ways of production and the increasing opportunities for new revenue streams are top of the agenda for Media leaders over the next decade. In this session, Alex Mahon, CEO of Channel 4 will discuss both the enormous opportunities and risks the acceleration to a digital future has brought and how she is leading her teams through an ambitious transformation program that puts her customer at the heart of decision making, diversifying new revenue streams and prioritising digital growth.
In this session you’ll learn:
- The importance of putting your customer/your audience at the centre of your transformation
- How to maximise the potential of new digital-first revenue streams
- How to win the battle for audience engagement
Allan Walker, CALA Homes | Marcelle Braithwaite, CloudShift | Ellie Barnett, Natterbox
Learn how CALA Homes is leveraging the Salesforce Platform and AppExchange to digitally transform to offer a best in class customer experience. This session will take a deep dive into how CALA selected a CTI provider and led the change management process to take their agents from being on the ‘back foot’ to offering a more meaningful experience.
Take-aways from this session:
- Leveraging the AppExchange allows customers to quickly ‘plug and play’.
- You need to take Employees on the journey for change and articulate the ‘WIFM’.
- Choosing the right partner both Systems Integrators and Appexchange Partner for both technical and culture is key.
Mike Pichler, Chief Sales Officer, Condeco | Meghan Bourne and Tom Gowers, Salesforce
The world has changed, and the workplace has fundamentally changed along with it. Whether employees are returning to the workplace or are working from anywhere, it’s critical for organisations to empower their employees to collaborate, stay informed, and get support in a decentralised work environment, all while prioritising employee wellbeing.
Learn how to use Salesforce to deliver a seamless, integrated, and intelligent suite of solutions to help organisations reimagine the employee experience in the new normal. We will hear how Condeco uses Salesforce as a catalyst for employee engagement and productivity. And we’ll show how you can improve overall employee experience at your organisation.
Join us to learn how to:
- Drive employee engagement with a central hub for company announcements, apps, support, and more
- Enhance productivity with intelligent and intuitive employee service
- Easily configure a tailored, mobile-friendly experience for every employee
Arman Tahmassebi, COO, LendInvest | Mary Letson, Regional Sales Director - Service Cloud, Salesforce
Almost every industry has its own complicated version of traditionally complex processes and for regulated industries, such as Financial Services, Utilities and many others, this comes with an added layer of scrutiny and challenges. For many years, digital transformation has been hindered by a huge amount of legacy technology and processes, which have been impairing the ability to adapt and meet the rapidly evolving needs, requirements and expectations of customers. 2020 changed this narrative in the most dramatic way, as customers demanded more than ever convenience, efficiency, information, and a frictionless experience across multiple channels, at a time of their choice.
Join this session to learn how LendInvest has simplified deeply ingrained processes, such as onboarding and lending, or providing access to new suppliers to the national grid, to meet the demands of a remote digital world.
In this session you’ll learn:
- The need to- and the challenge of simplifying traditionally complex processes, and insights into some of the triggers that could be affecting organisations in regulated industries
- The importance of data-driven decisions
- How to successfully move from paper-based to digital-first in highly regulated industries
Deepak Jose, Head of Business Strategy, Mars | Adrian Smalley, Customer Transformation Senior Director, Salesforce
Consumer habits have changed, supply chains have been disrupted and organisations have had to pivot traditional methods. More than ever, companies need to be transparent, collaborative, connected, and ultimately more adaptive and resilient. An increasingly connected world offers organisations more and more data that can be used to predict and even pre-empt supply and demand shocks, so organisations can be ready to adapt and be prepared for potential issues. Hear how Mars are using data for a digital-first future and learn how advanced analytics, AI and automation can unlock a truly complete, cohesive and connected understanding across every aspect of your supply-chain.
Mark Lewis, Finance Director, Logicalis | Sam Joyce, Senior Account Exec, makepositive | Scott Benson, Account Exec, Kimble
Discover how Salesforce, makepositive and Kimble have enabled Logicalis to automate and manage their entire Sales, Service and Marketing through one unified platform. You’ll hear from Logicalis Head of Finance, Mark Lewis, on the impact that Salesforce is having on their organisation and the benefits they are seeing day to day.
Sarah Bendich, Senior Product Marketing Manager, MuleSoft
Every digital transformation, at its core, is a data transformation. Learn how you can power your business' transformations with data and insights, with help from MuleSoft, Tableau, and Salesforce Platform.
In this session you’ll learn:
- Integrate all of your data - Unlock and unify from anywhere
- Make better decisions, faster - Analyse and draw insights to inform critical decisions
- Build data-driven experiences with ease - Act quickly with process automation and app dev
Stephen Gee, Chief Revenue Officer, GDS Group | Edward Wall, Senior AVP Business Services UK and Ireland, Salesforce
Holistic. Connected. Digital. Client-centric. As business leaders embrace digital change, these are the attributes that organisations are needing to evolve. In an increasingly remote world, managing and fine-tuning a digital first model in your organisation is essential to enabling employees to be more collaborative and efficient in their profession, achieving strategic growth targets and delivering market-leading client experiences.
Watch this episode to learn best practices from our special guest Stephen Gee, Chief Revenue Officer, GDS Group and Edward Wall, Senior Area Vice President, Business Services, Salesforce.
In this session you’ll learn:
- How Salesforce can help, providing data consistency, reinforcing trust, deploying innovative capabilities and better engaging the workforce with a client-centric performance platform.
- How businesses in their digital transformation journey can create a personalised, customer-centric digital experience across the entire lifecycle.
- How to retain, upskill and empower employees - enabling them to thrive, feel safe in the workplace and help your business grow.
Alison Hutchinson, Pennies | Michael Broughton, Furniture Village | Michael Green, Salesforce
2020 massively disrupted the retail industry and the effects are still being felt, despite retailers cautiously re-opening physical stores. Many businesses who relied on in-person experiences, were forced to accelerate years of digital innovation into months to cope with the massive surge in online revenue growth - as high 200% YoY.
We watched customers experiment with new channels, order from social platforms and engage in new ways. Whilst today’s customer may be digital-first, there are still a number of advantages to in-store shopping that have yet to be duplicated in the digital space, the future is sure to be an omni-channel one.
Join us as we speak with Michael Broughton, Business Development and IT Director at Furniture Village and Alison Hutchinson CBE, CEO at Pennies on how the pandemic has accelerated the way they interact online.
In this session you'll learn how to:
- Use your e-commerce business as a platform for change and drive real impact in the Nonprofit world
- Recreate your in-store experiences, online at speed
- Bridge the gap between all touch-points to provide seamless customer service everywhere
Salesforce is the backbone of PolSource’s business, connecting sales, professional service automation and finance. Whether caused by an incorrect integration, piece of code or human error, deleting or corrupting Salesforce data would be devastating. Find out how OwnBackup helped PolSource eliminate the risk of data loss during a critical migration programme, and how PolSource and OwnBackup have partnered to help other Salesforce customers with their data protection and governance strategy.
Dave Exall, CIO and Transformation Director, Simplyhealth | Sean Catlin, RVP Financial Services | Salesforce
The dramatic acceleration of technology needs swept the Financial Services industry over the past 12 months. Years-long digital initiatives had to be executed in a matter of weeks as the pandemic shifted in-person interactions online. Digital became an instant relationship accelerant in an industry with flat growth and many undifferentiated experiences. Customer loyalty, while always a stated industry imperative, it is a fundamental priority.
This session focuses on how financial services providers, such as Simplyhealth, can deliver value beyond products and services through continuous digital experiences, and how this shift helps them meet customers’ needs, deliver against their objectives, and support their financial wellbeing all at the same time.
Join this session to learn how to:
- Power new customers experiences across all engagement channels
- Cross-sell, upsell and serve in the moment of need using AI to empower the customer and colleague in an ethical manner
- Do this at speed, building business impact and measurable value
If the world didn't fully understand the power of digital, the pandemic ensured we got the message. Forced out of our comfort zones, businesses across the UK and Ireland were forced to react fast - using the online world as the lifeline to conduct business.
But now we are living in the new normal, it’s time to be proactive and continue building on the new methods we’ve created to engage with our customers as we plan for growth in this digital age.
Join us for our keynote session where we’ll be discussing how to ‘Deliver Growth in the Digital Imperative’ with special guest, Growth and Innovation Evangelist, Tiffani Bova.
We’ll discuss why digital transformation has never been more important, the new standards of customer engagement and why we won't be going back to 'normal' anytime soon.
You'll learn how to;
- Leverage technology to engage with consumers, whilst building long-term digital relationships
- Think about the entire customer journey and show up on every channel consistently
- Drive employee initiatives that keep them engaged and fuel innovation
Tiffani Bova, Global Growth Evangelist at Salesforce
In this session Tiffani Bova, Chief Growth Evangelist at Salesforce and best selling author, shares how to create a customer centric service strategy that enables businesses of all sizes maximize retention, avoid a growth stall, and find innovative ways to better service existing customers.
Clara Shih, CEO and GM of Service Cloud and Matt Dixon, Chief Research & Innovation Officer at Tethr and Co-author of The Eff
Please join Clara Shih, CEO and GM of Service Cloud for a keynote address on how to unify people and processes across the customer experience with Salesforce. In this session Clara will be sitting down for a fireside chat with Matt Dixon, Chief Research & Innovation Officer at Tethr and Co-author of The Effortless Experience, to discuss how to create exceptional customer experiences. Clara will also be sharing some of the latest product innovation from Salesforce. It is a session you don’t want to miss!
Salesforce is the global leader in customer relationship management (CRM), bringing companies closer to their customers in the digital age. Founded in 1999, Salesforce enables companies of every size and industry to take advantage of powerful technologies—cloud, mobile, social, internet of things, and artificial intelligence—to connect to their customers in a whole new way. The Salesforce Customer Success Platform includes industry-leading services spanning sales, service, marketing, commerce, communities, collaboration and industries, all on a single trusted cloud platform. Salesforce will power more than 2 trillion B2B and B2C transactions this year for more than 150,000 companies and millions of Trailblazers--the individuals and their organizations who are using Salesforce to drive innovation, grow their careers and transform their businesses. Salesforce is committed to a set of core values--trust, growth, innovation, and equality of every human being. The company is ranked #1 on Fortune’s World's Best Workplaces list, and Forbes has ranked the company one of the world's most innovative companies for eight years in a row. For information, please visit www.salesforce.com.
How Telecom Organisations Can Support Customers from HomeVicky Nisbet, Area VP, Salesforce. Dirk Grote, Director Telco Industry, Salesforce.[[ webcastStartDate * 1000 | amDateFormat: 'MMM D YYYY h:mm a' ]]32 mins