Name: CALA Homes' CTI empower agents to provide personalised customer experiences
Start: 2021-05-27T10:30:00Z
End: 2021-05-27T10:30:22.000Z
Location: BrightTALK

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.

AI is transforming the way we work – empowering us to access knowledge, enhance productivity, and focus on what truly matters in the long term.  

According to the Slack Workforce Index, 54 % of employees in Germany and 41 % worldwide see AI and automation technologies as a key advantage for streamlining tasks.

Join Sohom Paul, Director of Product, Slack AI and one of the visionaries behind Slack’s AI solutions, in this Pioneers of Change session with Verena Pausder. Discover how Sohom brought Slack AI from prototype to market in just six months and gain a behind-the-scenes look into the challenges, benefits, and surprises of developing an AI product. 

In this session, Sohom will share his personal passion for AI, provide actionable insights into building AI-powered tools, and explore what employees can expect from the future of work with AI as well as the evolving workplace skills and mindsets needed to thrive in the AI era.

Things you’ll learn:
- Learn how AI products are conceived, developed, and launched
- Discover practical ways AI can simplify and enhance daily work
- Gain inspiration for embracing AI as a force for positive change in the workplace

Pioneers of Change with Sohom Paul: Unlocking the Power of AI at Work

AI agents can be powerful, but their use necessitates the creation of accountability mechanisms and collaboration frameworks.

Trust in AI systems is crucial, and it is important to design AI systems in a way that ensures data security, content safety, and transparency. As AI agents become increasingly prevalent in our lives and workplaces, there is a need for designing AI agents that are accountable, trustworthy, and collaborative.  Establishing guardrails to control the actions of AI agents is essential to prevent them from overreaching or executing actions they have not been allowed to perform.

Originally presented at Slack City Tour London, join this webinar to hear an unbiased view from Franny Hsiao, Distinguished AI Architect at Salesforce.

Things you’ll learn:
- The role of AI agents in our lives and workplace
- Need for designing accountable, trustworthy, and collaborative AI agents
- The importance of establishing guardrails to safely deploy, use and trust AI

Enhanced AI Agency: Accountable, Trustworth and Collaborative (Italian Subtitles)

Enhanced AI Agency: Accountable, Trustworth and Collaborative (Spanish Subtitles)

Enhanced AI Agency: Accountable, Trustworth and Collaborative (French Subtitles)

In this session, Andy Butterfield, Salesforce's Customer Experience Lead, explores what the future looks like for customer and employee experience. How by embracing digital coworkers, the capabilities of your organisation grow exponentially. And, what the key considerations are for that. 

Andy introduces a model that provides an innovative approach to resolving complex problems. The model also offers insights into how it can facilitate behavioral change within an organization. 

From interviews and analyst findings with those who have already embarked on their AI journey, Andy highlights three key lessons from the Gen AI perspective. These include the main obstacles that CEOs and CIOs face in terms of skills and ROI expectations. The crucial planning required to address potential risks related to data, and the importance of looking at value-added beyond just time savings, instead considering the overall impact of AI in enhancing selling and customer service.

Join this session from Slack City Tour Amsterdam, to hear Andy also discuss the underlying themes of the Future of Digital CoWorkers; AI-driven, effortless, and constantly improving. 

Things you’ll learn:
- What can we learn from the behavioural science “EAST” framework?
- Three common lessons learnt from companies on their AI journey
- How the level of GenAI skills required will depend on whether you decide to buy, configure, or build
- How to start, ramp or lead your organisations AI journey

The Rise of Digital Coworkers

If you’ve ever wondered how to get more done with less, you’re in luck. With Slack’s Workflow Builder tool, nearly 1 million Slack users worldwide are creating time-saving automated workflows without having to write a single line of code.

Slack’s Workflow Builder lets you streamline processes, eliminate manual errors, reduce context switching, and free up valuable human capital to focus on what truly matters: innovation and growth. Best of all, anyone, regardless of their technical background, can deploy it with just a few clicks.

Join this upcoming webinar to learn more and see Workflow Builder in action. You’ll also hear from Mark Burgess, the CEO of Credit Union 1, about how his company is empowering its employees to automate work in Slack and reach their most productive potential.

Things you’ll learn:
- How to create powerful automated workflows with out-of-the-box templates
- Our favorite automated workflows that we use at Slack and Salesforce
- Hear from Credit Union 1 about how employees are 20% more efficient thanks to a workflow that automates customer handoffs

Automate work and save time with our no-code Workflow Builder

Workplaces are struggling to equip their employees with the information they need to use AI effectively. What tools are permitted? How should employees be trained? What needs to be communicated when AI is used? In this webinar, we’ll talk with top researchers to learn what individuals, teams, and leaders can do to prepare their workforces for the new world of AI.

Things you’ll learn:
- What the research shows about how AI will change the way we work
- Common challenges in reskilling workforces to incorporate AI
- Tactics for training your workforce to use AI more effectively

Featured speakers:
- Christina Janzer, Sr. VP, Research and Analytics and Head of Workforce Lab, Slack
- Haoqi Zhang, Associate Professor of Computer Science, Northwestern University
- Lilach Mollick, Co-Director of the Generative AI Lab at Wharton, Director of Pedagogy at Wharton Interactive, University of Pennsylvania
- Gerald Kane, Department Head, C. Herman and Mary Virginia Terry Chair of Business Administration and Professor, Department of Management Information Systems, University of Georgia

(Re)skilling the Workforce with AI

Ever wonder how we at Slack use Slack? For us, it’s where teams collaborate and connect, leaders engage, and culture comes to life. We use channels to distribute clear, concise communications across teams, departments, and geographies — for those seated at desks or out in the field. We write and format messages that are optimised for scanning and search. We make the most of Slack’s native features to create effective, engaging communications. And of course, we’re never afraid of using emoji.

Learn how to use Slack the way Slack does, for your audience — wherever they might be. This webinar will demonstrate how your organisation can become more informed and connected by using Slack for employee communications.

Things you’ll learn:
- How to establish a focused channel strategy to target key audiences
- How to write for Slack — and how this differs from other platforms
- How Slack features like canvas, clips, and workflows can elevate your communications

Slack for Employee and Frontline Communications

Enhanced AI Agency: Accountable, Trustworth and Collaborative (German Subtitles)

Enhanced AI Agency: Accountable, Trustworth and Collaborative

Join this session from Slack City Tour Berlin to hear directly from Slack AI, Director of Product, Sohom Paul, to learn more about Slack’s AI capabilities.

According to Sohom, time is our most valuable asset in both our personal and professional lives. However, we often waste it sorting through excessive amounts of information. Discover how Slack can alleviate the burden of information overload and the struggle of locating information in the workplace. By consolidating all data in a single platform, Slack facilitates rapid access to answers to inquiries. 

The session covered Slack's security features and how the future of work will be shaped by the integration of AI, Agentforce in Slack, and third-party agents. The integration of Salesforce's Agentforce into Slack will revolutionize the way people work. Users will be able to interact with agents to accomplish tasks. Sohom shared his vision for Slack's evolution. He believes Slack will become an AI-based operating system for work, rather than just a messaging app.

Things you’ll learn:
- How the future of work involves collaborating and co-creating with AI agents
- Reduce the time spent on information gathering by providing contextual and relevant information
- How Slack AI ensures the privacy and security of user data
- By integrating Salesforce agents and third-party agents into Slack, you can further enhance work efficiency and collaboration

Work with AI and Agents in Slack to Transform your Work Success (Italian Subtitles)

The concept of “work” is going through a big inflection point. The way we work is changing. The current work environment isn’t working. Employees are overwhelmed by information and applications. Knowledge workers use 11 to 25 applications daily. This makes them feel lost and spend more time on auxiliary tasks than actual work. It’s hard for employees to be efficient and effective when they have to use so many unconnected applications.

AI has the potential to dramatically improve productivity and efficiency. In fact, by 2030, it’s estimated that 80% of project management tasks will be automated. To take advantage of these benefits, we need to do more than just adopt new technology. We need to change the way we work.

Listen in to this session from Slack City Tour Amsterdam, to hear from Mike Rawson, CIO of citizenM on how they use Slack across various lines of business, how the company transitioned property management systems in just weeks instead of months, and how Slack has played an instrumental role in the Value Driven Agile approach Mike has developed. 

Things you’ll learn:
- The current state of work and its challenges
- What is the potential of AI and technology in the future of work
- citizenM's digital transformation journey and use of Slack

The Future of Work: Human-Centered, AI-Powered (Italian Subtitles)

Work with AI and Agents in Slack to Transform your Work Success (Spanish Subtitles)

The Future of Work: Human-Centered, AI-Powered (Spanish Subtitles)

Getting work underway is often the hardest part. Before beginning an important task, you have to know where to start and how to get it to “done.” But if you’re spending time figuring this out, you’re slowing down progress. When teams have all the tools, data, people, and processes they need in one place, they’re able to hit the ground running and be set up for long-term success.

In this on-demand webinar, you’ll learn more about Slack templates, which help you start and scale projects, programs, and processes across your organisation.

Things you’ll learn:
- How templates help you standardise and scale processes
- How every line of business can benefit from templates
- How to use templates

Move Work Forward Faster with Slack Templates

When was the last time you searched for critical work information only to spend too much time looking across systems and coming up empty-handed?

You’re not alone, in fact 47% of digital workers struggle to find data or information to perform their jobs effectively.[1]

Your company data is scattered everywhere. Some of it is structured, like CRM or transactional data, while some of it is unstructured, like documents, decks, or messages. How do you keep up and sift through all the noise to get your job done? AI in Slack can help.

When unstructured data in Slack, structured data from CRM, and insights from agents all come together inside Slack, organisations are sitting on a wealth of data and information. Right in Slack, you can harness all this data with AI, and use it to find and prioritise information easier, unlocking your productivity potential.

Join this webinar to learn more about Slack’s latest AI innovations. We’re introducing three powerful updates to AI in Slack that empower teams: new Slack AI features, Agentforce in Slack, and third-party agents.

¹Gartner, “AI in Organisations” Survey 2022

Things you’ll learn:
- How to improve your productivity with simple, one-click AI solutions
- How to query your Salesforce records right from Slack
- How to enable AI on a secure, trusted platform

Work Faster Than Ever Before with New AI Innovations in Slack

Unlock the full potential of Slack to enhance your team’s communication and collaboration. Effective internal communication is crucial for aligning teams, fostering collaboration, and building a strong company culture. In this webinar, we’ll dive into the best practices for using Slack and share actionable tips to help you optimize its features.

Things you’ll learn:
- Building a solid foundation for internal communication in Slack
- How Internal Comms teams are leveraging Slack's features to their fullest
- Ideas for strengthening the connection between leadership and employees

Mastering Slack for Seamless Internal Communication

Work with AI and Agents in Slack to Transform your Work Success

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

Accelerating To A Digital Future: Managing Your Opportunity and Risk

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

The Future of Work: Reimagine the Employee Experience

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

How to Simplify Traditionally Complex Processes in Regulated Industries

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.

Where Data Leads, Success Follows: Building the Data Driven Supply Chain

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.

Connecting Sales, Service and Marketing with Sales Cloud, Pardot and Kimble

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

Unleash the Power of your Data. Unlock, Analyse, and Act to Drive Transformation

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.

Reimaging the Client Experience and Empowering Employees

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

From Bricks to Clicks in Retail: How to engage with customers in new ways

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.

OwnBackup and PolSource eliminate risk to innovate faster

What can you do to get your team on board? Join us to learn the guiding principles to maximise CRM adoption, where we'll share specific examples of how to put these principles into action.

Join this session to learn:
- How to prepare for success
- How to bring users along on the journey
- How to celebrate great adoption

6 Guiding Principles to Maximise CRM Adoption

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

Financial Services in the New Normal: The Digital Experiences Continuum

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

Opening Keynote: Delivering Growth in the Digital Imperative

Innovate Together UKI

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.

CALA Homes' CTI empower agents to provide personalised customer experiences

App Dev

App Exchange

Change Management

Culture

Customer Engagement

Digital Transformation

Marketing

Sales Strategy

Salesforce

The sales management community on BrightTALK is made up of thousands of sales management professionals. Learn about sales training ideas and techniques while improving pipeline development strategies. Join the conversation by participating in live sales development and management webinars and round tables.

Get powerful insights on how to best serve today's customers. If you want to create a successful customer experience today, you will have to appeal to the need for “alone together” time. Millennials, Gen X, Boomers or Silent Generation all look for shared but individual experiences.

Customer Experience

Get powerful sales management insights for your business. Connect with experts and colleagues to get the most up-to-date knowledge on the sales strategies that are generating record-breaking booking, revenue and retention numbers.

Sales

The sales community on BrightTALK brings together thousands of engaged sales professionals. Learn about careers in IT sales and marketing, sales techniques and selling strategies. Join the discussion by participating in on-demand and live sales webinars and summits with leaders in the sales industry.

Get powerful insights to run your business. CEOs, CFOs, CMOs, COOs, CTOs and CIOs are among the leaders in this community who connect with peers and experts to grow their businesses.

CxO Strategy

Get powerful operations insights for your business. Connect with experts and colleagues to get the most up-to-date knowledge on which systems and processes are driving operational efficiency, maximizing value and customer success.

Operations

In the business management community, commercial experts will be sharing webinars and videos on an array of subjects. From sales and marketing, to finance, productivity and growth, this content will help you stay up-to-date with the current economic environment and provide timely management insight to drive business growth.

CALA Homes' CTI empower agents to provide personalised customer experiences

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About this talk

Salesforce EMEA