Name: How Thames Water is Revolutionising Customer Service with Empowered Employees
Start: 2021-08-18T11:45:00Z
End: 2021-08-18T11:45:15.000Z
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.

Hear from EDF on how they use Slack to transform customer support operations and drive business growth. In today’s fast-paced digital landscape, the strategic use of agents and AI is key for gaining a competitive edge. By investing in the right technological tools and platforms, organizations can empower their workforce, streamline operations, and foster a culture of innovation and efficiency.

In this recorded webinar, originally brought to you by CIO and Slack, you’ll learn how aligning technology with a focus on creating an exceptional employee experience (EX) can lead to a superior customer experience (CX), ultimately driving company growth and outperforming competitors. Our expert speakers delve into real-world examples and best practices that show the tangible benefits of a tech-driven approach, from boosting employee engagement and productivity to enhancing customer satisfaction and loyalty.

Join us to discover how a holistic technology strategy not only improves the bottom line but also positions your company as a leader in the market.

Things you’ll learn:
- How the strategic use of agents and AI can provide a significant competitive advantage.
- The symbiotic relationship between EX and CX and how they drive business growth.
- Real-world examples and best practices of how technology can boost employee engagement and productivity.
- How digital agents are being used to make knowledge more accessible to your workforce.
- Advice for organisations looking to empower employees and drive CX through digital agents.
- Predictions for the future of AI and agent technology in customer service.

How enhancing employee experience is driving customer experience and innovation

How can a company expand across 50+ countries and still remain agile, creative, and well-organized? In “Slack to Innovate”, Omid Habibi from On AG shares how the company scales with structure — and how Slack supports that journey. What started as a small start-up has grown into a global brand, trusted by over 7 million sports enthusiasts worldwide. In Q1 2025 alone, On reported impressive results: net sales reached CHF 726.6 million, reflecting 43% year-over-year growth.

Things you’ll learn:
- How On AG leverages clear Slack guidelines to ensure effective cross-functional communication.
- How to scale growth safely and sustainably.
- How Slack workflows and integrations enhance everyday efficiency.

Growth with Structure: The Success Story of On

Das Zeitalter der KI-Agents hat begonnen. McKinsey schätzt, dass generative KI jährlich bis zu 4,4 Billionen Dollar mehr an Gewinnen einbringen könnte, und dass Mitarbeiter:innen, die generative KI nutzen, 40 Prozent produktiver arbeiten als diejenigen, die sie nicht nutzen.

Das bietet enormes Potenzial für den ROI und hilft, eine zentrale Herausforderung im Arbeitsalltag zu lösen – dass 41 Prozent der Arbeitszeit auf geringwertige Aufgaben entfällt. Teams arbeiten mit begrenzten Kapazitäten – und profitieren daher von einem Betriebssystem für die Zusammenarbeit, das auf Agents basiert, Produktivitätsgewinne erschließt und die Arbeit vorantreibt.

Agentforce in Slack bindet alle Agents in den Arbeitsalltag ein. Im Webinar wird es außerdem Infos zu neuen Funktionen für Agentforce in Slack geben: Slack wird dabei zur Schaltzentrale für Agents. Im Webinar erfährst du, wie Mitarbeiter:innen mit Agentforce über Direktnachrichten und Unterhaltungen in Channels interagieren und wie sie dank vorgefertigten Paketen für Themen und Aktionen schneller mit dem Aufbau ihrer eigenen Agentforce beginnen können.

Things you’ll learn:

- Agentforce in Slack über den Agentforce Hub erschließen und nutzen.
- Agentforce mit Slack-spezifischen Aktionen im Agent Builder erweitern
- Teams durch Agents mit vorgefertigten Fähigkeiten, Themen und Aktionen unterstützen.

Agentforce in Slack: Produktivität neu gedacht

L'era dell'IA autonoma è ormai iniziata. Secondo McKinsey, l'IA generativa potrebbe incrementare i profitti potenziali annui fino a 4,4 trilioni di dollari, mentre i dipendenti che utilizzano l'IA generativa registrano un aumento delle prestazioni del 40% rispetto a quelli che non la utilizzano

Questo ha un enorme potenziale di ROI e può aiutare a risolvere la sfida cruciale che i dipendenti devono affrontare ogni giorno: impiegare il 41% del loro tempo in attività a scarso valore. La forza lavoro opera a capacità fissa e ha bisogno di un sistema operativo di lavoro basato sull'assistenza degli agenti che sblocchi questi guadagni di produttività e faccia avanzare il lavoro.

Agentforce in Slack consente di integrare tutti gli agenti dei tuoi dipendenti nel flusso di lavoro. In Slack, Agentforce diventa più pertinente, perspicace e preciso quando attinge ai dati delle conversazioni pubbliche e autorizzate nel tuo spazio di lavoro.

Unisciti a noi per scoprire come i dipendenti interagiscono con Agentforce tramite le esperienze conversazionali di Direct Message e di canale e come poter iniziare a costruire il tuo Agentforce personalizzato più velocemente grazie ad argomenti e azioni predefiniti.

- Come scoprire e interagire con Agentforce in Slack dall'Agentforce Hub
- Come migliorare Agentforce con le azioni Slack in Agent Builder
- Come aumentare la produttività della tua forza lavoro con competenze, argomenti e azioni predefiniti

Presentiamo Agentforce in Slack: Sblocca la produttività agentica per ogni dipendente

La era de la IA autónoma ha llegado. McKinsey estima que la IA generativa podría añadir hasta $4.4 billones de dólares beneficios potenciales anuales, y los empleados que utilizan IA generativa experimentan un aumento del 40% en su rendimiento en comparación con aquellos que no la usan.

Esto tiene un enorme potencial de retorno de inversión y ayuda a resolver el desafío crítico al que los empleados se enfrentan cada día: dedicar el 41% de su tiempo a tareas de bajo valor. Los equipos operan con una capacidad fija y necesitan un sistema operativo de trabajo basado en agentes que desbloquee estos aumentos de productividad y haga avanzar el trabajo.

Agentforce en Slack integra a todos los agentes en el flujo de trabajo. Estamos anunciando nuevas y emocionantes funciones de Agentforce en Slack, donde Slack se convierte en el centro neurálgico de tus agentes para empleados.

Únete a nosotros y descubre cómo los empleados interactúan con Agentforce a través de experiencias conversacionales en DM y canales, y cómo puedes empezar a construir tu propio Agentforce más rápido con temas y acciones predefinidos.

- Cómo descubrir e interactuar con Agentforce en Slack desde Agentforce Hub
- Cómo mejorar tu Agentforce con acciones de Slack en Agent Builder
- Cómo escalar tu equipo con habilidades, temas y acciones preconfiguradas

Presentación de Agentforce en Slack: Desbloquea la Productividad Autónoma para Cada Empleado

How will you put AI to work in 2025? Hear the latest research insights and trends in workplace collaboration from Metrigy analyst and AI expert Irwin Lazar. Leaders are urgently seeking the ROI from AI investments and adopting new strategies grounded in daily collaboration, centralised knowledge and connections with apps and data.

Learn why digital labour offers every organisation the potential to scale their operations and accelerate growth. See how innovative companies are already using Agentforce to work alongside teams, learn business practices and perform autonomous processes. You’ll also hear from the experts at Slack about the 5 steps every organisation should be taking to prepare for digital labour and make the most of this opportunity.

Things you’ll learn:
- Why leaders are centralising collaboration to find the ROI from AI
- How AI agents can improve employee experience
- 5 steps to prepare your organisation for digital labour

How to Evolve Workplace Collaboration for Digital Labour

Join Wayne Kurtzman, IDC Research Vice President of Collaboration and Communities and Ryan Gavin, CMO of Slack for a timely discussion about how collaboration platforms have become the critical link for organisations to deploy AI and agents successfully. Learn the key trends and new capabilities that leaders are looking for as they re-evaluate their work platforms for the era of agent-powered productivity.

From native AI functionality to automation to extensibility and partner ecosystem, today’s work platforms must connect the whole enterprise. Hear why Slack was named a Leader in the 2024 IDC MarketScape for Worldwide Collaboration Applications and see how companies are using Slack to put AI to work in a trusted environment.

Things you’ll learn:
- Why every company should be rethinking their approach to collaboration
- Key capabilities and strategies to look for in collaboration platforms
- How Slack is making agents a part of the team in the multiplayer enterprise

The Multiplayer Workplace: How AI Agents Will Transform Enterprise Collaboration

Slack is the best place for employees to interact with Agentforce. Learn how agents become teammates that take action in the flow of work.

The era of agentic AI has arrived. McKinsey estimates that generative AI could add up to $4.4 trillion in potential profits annually, and employees using gen AI experience a boost of 40% in performance compared with those who are not.

This has massive ROI potential and helps solve the critical challenge employees face every day — spending 41% of their time working on low-value tasks. Workforces are operating at a fixed capacity and need an agent-first work operating system that unlocks these productivity gains and drives work forward.

Agentforce in Slack brings all of your employee agents into the flow of work. In Slack, Agentforce becomes more contextually relevant, insightful, and accurate when tapping into public and permissioned conversational data in your workspace.

We’re announcing exciting new Agentforce features, where Slack becomes the central hub for your employee agents. Join us to learn how employees engage with Agentforce through DM and channel conversational experiences and how you can get started building your custom Agentforce faster with pre-built packaged topics and actions.

Things you’ll learn:
- How to discover and interact with Agentforce in Slack from the Agentforce Hub
- How to enhance your Agentforce with Slack actions in Agent Builder
- How to scale your workforce with prepackaged skills, topics, and actions

Introducing Agentforce in Slack: Unlock Agentic Productivity for Every Employee

Nehmen Sie an diesem Webinar teil, um zu entdecken, wie wegweisende Innovationen von Slack die Produktivität für jede Geschäftslinie revolutionieren werden, indem sie Ihrer Organisation helfen, die Kraft von Menschen, Daten, Apps, KI und Agents in Slack zu kombinieren – der Gesprächsschnittstelle für die Arbeit.

In diesem Webinar erfahren Sie, warum:

- die alten Arbeitsweisen nicht mehr funktionieren.
Unternehmen müssen das Potenzial des KI-Zeitalters freisetzen. Slack dient als das Betriebssystem für die Arbeit, in dem Menschen und Agents zusammenkommen, um eine höhere Produktivität zu erzielen und überlegene Geschäftsergebnisse zu erzielen.
- Slack ist die Gesprächsschnittstelle für Agentforce
Jeder Salesforce-Kunde sollte planen, Slack in alle ihre Geschäftsbereiche zu integrieren, um Produktivitätssteigerungen von Finanzen über IT bis hin zu Marketing, Vertrieb, Service und darüber hinaus zu erzielen.
- Slack ist Ihr Arbeitsbetriebssystem für Ihr gesamtes Unternehmen
Slack verbessert seine nativen KI-Fähigkeiten durch die Integration von KI Apps und Agents von Drittanbietern. Dies ist der moderne Arbeitsfluss: Menschen und KI arbeiten zusammen.

Die Zukunft der menschenzentrierten, agentengesteuerten Arbeit mit Slack

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)

The Salesforce Platform is a single, secure, and scalable platform which Salesforce applications are built on. It enables you to go digital, fast, and build or use apps to transform your business. 

Join Patrick Stokes, EVP and GM, Platform, Salesforce, to learn how to:

● Build unified experiences with low code
● Combine low code with other developer tools
● Use the latest Salesforce Platform innovations

Build from Anywhere - Create Complete Experiences with Platform

Learn from Jonathan Beeston, Product Marketing Director, EMEA, Salesforce, about how Salesforce CDP helps you build your own single source of truth, get a complete view of your customer, and action data in a more trusted way.

Unify All Your Data - from Anywhere - to Make Every Marketing Moment Smarter

It’s a new world and a new normal, and we’re not going back to the way things were. We’re all-digital. We’re working from anywhere and serving customers everywhere and to succeed, we have to embrace new ways of operating. Join Jason Finbow, AVP, Service Cloud, Salesforce, for an insightful session in which we will share what the future of Customer Service looks like in this grand reopening of the Society You will learn how modernising your contact centre, automating your digital service and scaling your field service operations will make every customer engagement more valuable and empower your service employees to quickly help your customers. We’ll show you how the latest Customer 360 innovations, including our reimagined Service Cloud, is accelerating digital transformation for customers. It’s a session you don’t want to miss.

Service from Anywhere - Powering the Great Reopening with Service Cloud 360

69% of customers now expect seamlessly connected experiences across their buying journey. This episode will show you how to meet your shoppers where they are, with fast, engaging customer journeys and experiences on Salesforce Commerce Cloud. Hear from Christy Sports VP of Digital, Harvey Bierman on how they engaged their customers beyond the “buy” button with Salesforce Order Management, and we'll walk you through a demo. Drive innovation across any channel with Headless.

Christy Sports share how they Deliver Customer-Centric Experiences

Coming out of a year of disruption, sales leaders we speak with are asking how to regain visibility and control over their revenue. Without a benchmark for 2021 or year-over-year comparisons, uncovering areas of opportunity and driving execution is challenging, but our team is here to help.Join Salesforce speakers Amanda Guidi, EMEA Product Marketing Manager, Sales Coud andd Katie Campbell, Product Marketing Manager, Sales Cloud, in this session to learn how you can measure and manage revenue performance across every channel with easy ways to automate data capture, get smart about pipeline management, and create a data-driven forecast with Sales Cloud.

How to Drive Predictable Revenue Performance from Anywhere with Sales Cloud 360

PCI is blazing a trail in the pharmaceutical supply chain to benefit patients, as part of a three-year digital transformation strategy that is already differentiating PCI and providing real and measurable returns. Learn how PCI is digitizing its core processes with Salesforce, which has allowed the company to meet the challenges of the past year, accelerate drug and vaccine development, enrich client experiences and leverage insights to fuel growth, to help improve patients’ lives.

Key Takeaways:

● Hear from Tim Roberts, VP Global Sales, PCI Pharma Services about how the company is rapidly innovating to keep up with the “new normal,” increasing its efficiency and agility to bring life-changing therapies to patients faster
● Learn how PCI is making a global impact, playing a key role in the commercial launch of 50+ new therapies annually and currently supporting 30+ COVID vaccination trials
● See a live demo to visualise how PCI has leveraged the Salesforce Platform to support its digital goals and increase speed to market

PCI Increases Speed to Market for Life-Changing Therapies with Salesforce

COVID-19 is impacting every part of business, from where we work to the way we measure success. Now more than ever, data is the key to smarter and more effective decision-making to move forwards and provide your business with new opportunity. 

High tech products are more connected than any other industries. Your customers expect to access data-based insights in every app and product they use to make smarter decisions. With the power of Tableau you will bring new ways for your customers to use, understand, and gain even more value from your product offerings. 

Join Steven Hubert Senior Regional Vice President, High Tech, Salesforce, in this session as the Tableau team share how you can:

● Deliver interactive visual analytics that empower your customers and drive product adoption. 
● The value data brings to the entire sales organisation

Smarter Decisions for High-Tech? The Answer's in Your Data

Digitalisation is no longer an option but an imperative for SMEs that want to grow and succeed in the new world of work. 

Never have we known a world to so heavily rely on all things digital to operate and better serve customers, and this brings a host of opportunities for Small Businesses. Join us as we look forward to what comes next for SMEs looking to grow, explore how small businesses can continue to enhance their customer experiences and hear insights from Louise Hill, Co-founder and COO of trailblazers gohenry, as they share the strategies they've put in place to ensure continued and future growth.

In this session you will learn:

● What are the opportunities for Small Business in the new, work-from-anywhere world? 
● How to get started with digitalisation for growth
● How gohenry digitised to fuel growth and put the customer first

Back On The Fast Track - What's Next For SMEs?

The pandemic has served as an accelerant, supercharging a pivot to client-centricity and rethinking how you serve your employees. Organisations have the ability to reinvent themselves for the all-digital, work-from-anywhere world.

Now as businesses begin to return to the office, we will discuss the challenges of the firms/organisations and peoples’ roles during this period, plus provide a lens on the future, culture, digital processes & tools. 

Tune into this session featuring Louis Roman, Interim CMO, Freshfields, to learn:

● Best practices on how to stay ahead of the competition 
● How to grow the business while looking out for your employee's best interests
● How important it is to focus on your client experiences

Freshfields: The Future Client Experience, Now

Manufacturing is transitioning to customers who require optimized experiences across channels like dealers, distributors, and digital commerce. These experiences are driven by moments that matter to your customers. Join us and special guest Nick Wojdyla, Director of Digital Marketing, Cummins to learn how Salesforce empowers your ability to drive these memorable experiences.

High-Value Customer Experiences in Moments That Matter

If you're operating in the Insurance market, it's no secret that customer-centricity can feel out of reach. Thanks to decades of complexity, it's become a difficult feat to deliver trust, transparency, and convenience for the Insurance customer. 

Big Data and the new opportunities presented are hugely exciting for the industry, many of whom are investing heavily in new data analytics and mining capabilities in search of untapped organic growth potential. 

In this session featuring Noel Butwell, CEO, Adviser Platforms, Standard Life Aberdeen and Christopher Carlton, Director, Sedgwick Repair Solutions, UK, you'll learn:

● Insurance-specific priorities for 2021 and beyond
● How you can navigate the new digital landscape 
● How to find your untapped growth potential

Customer-Centricity For The Insurance Industry

Customers across every industry are looking for digital-first relationships, and companies are accelerating transformation initiatives to keep up. Join this session with DAZN Chief Subscription Officer, Ben King, to learn how they are disrupting the media landscape launching new revenue streams with a direct to consumer model to drive explosive growth. 

In this session you will learn:

● How to accelerate to a customer-centric, digital first approach
● How to disrupt and win the battle for audience attention and retention

The Future of Media: Becoming a Digital Disrupter

The last 18 months have caused a shift for everyone in what they value in life. How do you attract, engage and retain the best talent in this new, work-from-anywhere world? Nabila Salem, President of Revolent Group, talks about how they are engaging their employees, developing talent and supporting the ecosystem as a whole. 

In this session you will learn: 

● How Revolent is rethinking the possible with talent development 
● How employee engagement leads to loyal customer relationships and business growth 
● Revolent's view of the future of the Salesforce ecosystem, and how they navigate it

Engage and Develop Your Employees in a Digital World

Every digital transformation at its core is a data transformation. But where do you start? Hear how Rail Delivery Group have unlocked, analysed, and empowered employees to act on data. Joining us from Rail Delivery Group are Mark Hemsley, Architecture Practice Lead and Toby Ayre, Head of Data and Analytics.

Join this session to learn: 

● How Tableau and MuleSoft can help build a culture of data and integration
● How to put your data at the centre of your business strategy

Building a Data and Integration Culture

Change is inevitable. To future-proof your organisation and outmanoeuvre the competition you need to unite teams around the same client data. 

In this session you'll learn from Jeff Parker, CEO of Worldfirst on how they have empowered their people and delivered faster innovation. They'll share their top tips for making faster business decisions to take advantage of opportunities and grow, all while working remotely.

What you will learn:

● How to unlock client-centric growth across channels
● How CRM is no longer 'just for sales'
● How you can work smarter, not harder, with one view of your client relationships

Customer Focused Growth With Personalised Digital Engagement

When change is constant how does the strongest FMCG company in the world create a roadmap around the customer? Learn from Dany Krivoshey, Head of Analytics and Customer Experience, how Unilever was able to stay agile whilst successfully bringing the entire organisation on a journey to support their customer success. Also, hear about the impact they delivered and the technology that helped to enable this.

In this session you will learn:

● How a strong vision and brand purpose is critical to stay ahead
● How customer-centric processes drive efficiency and growth
● What resilience looks like in the future for Unilever

Operational Resilience and Excellence

2020 accelerated the shift to digital engagement, and today’s digital first customer now expects an experience that’s connected, consistent, and personalised, across any device, any channel, any time. Forward thinking companies like Studio Retail, want to stand out amongst the crowd, and are re-imagining their concept of relationships around the needs of the digital-first customer. We will be joined by Studio Retail's Craig Elwell, Product Manager Digital Development and Ann-Marie Spencer, Head of Customer Service Change.

In this session, you'll learn:

● How brands and businesses must adapt to changing expectations of the connected customer
● Why a Single Customer view is key to deliver elevate consumer experiences
● How experience is your new brand differentiator

Customer Expectations? Ever evolving. Here's How To Adapt.

Salesforce Live

Director of Operational Services Tessa Fayers shares how Thames Water is delivering a completely new way to engage with customers and empower employees to deliver a step change in a large customer service organisation.

Key Takeaways:

● Creating an amazing service - getting the team right
● Discover Thames Water’s Learning Journey
● See the service in action - proudly presented by Amelia Thompson, Chief Product Owner, Thames Water

How Thames Water is Revolutionising Customer Service with Empowered Employees

Business Strategy

Business Growth

Business Transformation

Business Analytics

Cloud Strategy

Digital Transformation

Customer Service

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.

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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.

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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.

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How Thames Water is Revolutionising Customer Service with Empowered Employees

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Salesforce EMEA