How David Jones Empowered Service Agents & Increased CSAT
The rise of digital channels has had a profound shift in the way shoppers interact with retailers. Nowhere is this more apparent than in customer service, which impacts every moment of the customer experience.
To thrive and compete in the new age of service, every organisation must empower their employees with the right tools and information to deliver customer success.
Join us for this session and hear how David Jones have transformed their customer service and experiences.
RecordedOct 19 202013 mins
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Hong Liang Low, Associate Account Partner, Salesforce
As we all adapt to a 'new normal' and prepare to accelerate out of crisis, small businesses must change customer engagement throughout the lifecycle.
Making the leap from spreadsheets to CRM will have a lasting impact on the people and processes in your organisation, and on customer acquisition and retention rates.
Join this CRM test drive webinar to get a comprehensive step-by-step walkthrough on how to quickly set up a Salesforce Essentials to make your business more successful.
In My Virtual Test Drive, you'll see how easy it is to set up your sales organisation to win more customers:
-Customise and map sales stages for team success
-Engage customers at scale
-Close more deals and track all of your customer information, all in one place
-Test your new sales process, from a new lead to a closed deal and repeat customer
Kathleen Francis, Salesforce | James Frawley, Salesforce | Hamish Grant, Salesforce | Tina Rozul, Salesforce
Every business is built on great relationships – on expectations being exceeded. Overnight, the expectations employees, customers and the community have for your business changed.
Reopening your business, and building productivity and resilience in your team requires safety and trust with employees, customers and the community. So we’ve gathered industry experts across HR, business operations and IT to share best practices that will help you build tomorrow’s safe and trusted workplace.
Register for this webinar to learn about:
-The structures, processes and tools Salesforce is using to protect, empower and ensure the safety of employees with work.com
-The steps SafetyCulture is taking to help companies achieve safer workplaces around the world
-Best practices from industry experts in HR, business operations and IT to support business growth in the workplace today and the future
Register now to find out how to reopen and grow safely with work.com.
Kathleen Francis | Senior Director, Employee Success | Salesforce
James Frawley | Senior Director, Workplace Services | Salesforce
Hamish Grant | VP of Marketing | SafetyCulture
Tina Rozul | Director, Product Marketing | Salesforce
Tina Rozul Director, Product Marketing Salesforce|Nigel Piper Executive General Manager - Customer Experience Xero
Learn how Xero is using the full power of Salesforce Customer 360 solutions across Sales, Marketing, Service, Analytics, Platform, AppExchange and Customer Success.
Hear from Nigel Piper, Executive General Manager of Customer Experience at Xero on how their Xero Central Community served as a gateway to news and other resources to help customers manage through the crises.
Register for My Virtual Test Drive to get a comprehensive step-by-step walkthrough on how to quickly set up a Salesforce Essentials to make your business more successful.
Now more than ever, your teams need the right tools to stay connected to customers and each other. As you move into a new normal that requires speed, flexibility, and resilience to meet customer expectations, Salesforce can help your business adapt to the changes. But how can small businesses navigate digital transformation and adjust to this new normal?
To support you, we are sharing best practices, tips and resources to help you learn how to reach more of your target audience, connect and engage your customers quickly.
In this webinar, you will find out:
* Why CRM is critical for your business today
* How you can set up CRM quickly and effectively
* How to consolidate your customer database
* How to use CRM for personalised customer engagement at scale
* How CRM will help you analyse data for decision-making
Sell smarter. Keep customers more engaged. Get started fast.
Learn the latest Financial Services marketing trends from brand new Salesforce State of Marketing research!
Financial services marketers say engaging customers in real-time is their number 1 challenge in 2020. Join us as we discuss this more, and share the latest trends from almost 800 financial services leaders across the globe and 2,000 marketing leaders across the Asia Pacific, that can help your organization navigate uncertainty, and head back towards business growth. These insights will help you make the right decisions when engaging with your customers.
Ben Sheehan, Senior Sales Manager, Salesforce|Greg Arnold General Manager Kitchen Mania
While small businesses are great at building relationships with their suppliers and customers, many small businesses can relate to the dilemma of managing those relationships with draws full of business cards and massive folders passed around. But digitising and creating a single source of truth can be the secret to creating more time in your day and more revenue in your bank account.
Join Greg Arnold from Kitchen Mania on how to capture and manage customer data. Arnold will share Kitchen Mania's story of how they went from a big clunky folder to streamlined customer information and gained a 360 customer and business view. One that even helped them get through 2020!
Chris Jordan | Head of Data and Identity, ASEAN | Salesforce
Trends from Nearly 7,000 Marketing Leaders to Help You Lead Through Change.
Today 80% of Asia Pacific customers say that a great experience with one brand raises their expectations of every brand, and so as marketing leaders we are at the forefront of transforming our brands to meet this ever-increasing demand..
In our latest and biggest yet state of the world of all things marketing, we surveyed almost 7,000 marketing leaders from every continent, spanning every industry, from small businesses to global brands, and across B2C, B2B and hybrid business models to get their pulse on the new decade of marketinng.
In this new era we have exciting innovative technologies like 5G and Blockchain, new challenges with data and AI, plus all the constant challenges with our organizations, marketing channels, analytics, and personalizing customer experiences to deliver on the growth mandate we are all tasked with. We do all this in the midst of a trust crisis between customers, brands, and governments, and facing new regulations like GDPR and CCPA.
Join us as we share the latest insights that can help your organization navigate uncertainty to stabilize your operations, get back to a new normal of work, and head towards business growth.
Peter Schwartz, SVP, Strategic Planning salesforce
Regain confidence in spite of today's unprecedented uncertainty with the latest Salesforce COVID Scenarios, created by renowned futurist Peter Schwartz and his team -- Mick Costigan, Noah Flower, and Angela Gleason.
COVID has thrust all of us into a realm where our carefully honed expertise and judgment suddenly feels inadequate, and we've all had to make choices in the past six months in fear of landing ourselves and our organizations in dire straits. We can’t run away, but the problem feels too vast to understand. What if you had a reliable map to help you navigate with confidence?
Our scenarios offer exactly that: we break down the crisis into three time periods, three uncertainties, three ways to control the virus, and three tensions to manage, all of which lead to three scenarios that might come about in your country or region.
By using these scenarios as your guide you can quickly grasp the realistic prospects and move quickly back into doing what you do best: pursuing opportunity. There is a “next normal” already coming into view on the other side of this storm, and if you keep it in your sights, you can be one of the ones who not only arrives but thrives.
Gareth Gumbley, Clyde Fernandez, Rebecca Curtin, Ryan D'Souza, Richard Hilliard, Aaron Tabone
Over recent months, our way of working has undergone a seismic shift, and staying connected and responsive to employees, customers and partners can be challenging as we adapt to a rapidly changing environment.
Hear firsthand how customer Trailblazers Grill’d, Frollo, ORIX Australia and Provider Assist have used digital transformation to evolve their business, fast.
Then join our Trailblazers, Salesforce and MuleSoft experts for an interactive discussion on how to get the most out of the Salesforce Platform as we transition to new ways of working.
This will be a very relevant and topical discussion, so register now to secure your spot.
How Grill’d rapidly pivoted from a ‘dining-in’ to a ‘dining at home’ experience
How Frollo is using Open Banking to help people turn their finances around during the COVID-19 pandemic
How ORIX Australia is taking a mobile-first approach to delivering customised experiences to their driver community
How Provider Assist is using real-time data insights to re-imagine the support they provide to aged-care facilities
Hints and tips on how to use Salesforce and MuleSoft to automate and scale business processes
Gareth Gumbley |CEO & Founder |Frollo
Clyde Fernandez |Regional Director, Platform |Salesforce
Rebecca Curtin |Senior Product Marketing Manager | Salesforce
Ryan D'Souza |CRM & Loyalty Manager |Grill'd
Richard Hilliard |GM Technology and Innovation | ORIX Australia
Aaron Tabone |CIO |Provider Assist
Imran Khan, Director Consumer Goods Strategy, Salesforce|Andrew Pattison Manager, Digital & CX Department Honda
Join us in this session and learn how Honda has integrated customer journeys across their brands to dealerships and retailers to grow their share of brands with customers, including post-purchase touchpoint when customers are looking to upgrade or buy other products.
Barry Dietrich, Regional Vice President, Public Sector,Salesforce
Featuring *Teaching Council New Zealand, Service New South Wales, Ministry for Children Oranga Tamariki and Intermedium*
Wow what a year. In ANZ alone we've experienced bushfires, floods, volcanic eruptions, acts of terrorism and a pandemic, not to mention the ongoing challenges with climate change, drought and equality. Somewhat unrecognised is that the Government has been on the front line of all these challenges and delivered many outcomes.
Join this session to hear from Intermedium on WHAT makes certain jurisdictions able to respond quickly in response to crisis, in addition to hearing from our government Trailblazers on HOW they are responding with agility during these times, leading to increased trust in Government.
Join us alongside Matt Winter, Deputy Chief Executive, Corporate Services, Oranga Tamariki - Ministry for
Children New Zealand. Lesley Hoskins, CEO,* *Teaching Council New Zealand. Ali Dagher, CRM lead, Service New South Wales
Judy Hurditch, Managing Director, Intermedium
Keran Wijetunga, Solution Engineer Financial Services Salesforce| Mark Geraghty,Executive General Manager,Transformation RACV
RACV are hyper-focused on providing member experiences that are relevant, personalised, and digital. Learn how they evolved their company mindset from product-centric to member-centric, and united the organisation with a single view of their members to deliver a seamless and connected experience at every touchpoint.
Gisele Kapterian, Director of Public Sector Strategy, Salesforce|Damon Reese, CEO Service NSW
Hear from Boston Consulting Group on our latest research, exploring what shapes customer expectation and experience when dealing with governments, the role of trust, and the opportunity for governments in Australia and New Zealand to transform service delivery.
In fact 85% of people say that the quality of their customer service directly influences their level of trust and confidence in government.
Joining this conversation is Trailblazer; Damon Rees, CEO, Service NSW.
Mathew Sweezey, Director, Market Strategy at Salesforce
We’re living in the era of artificial intelligence where such applications are already becoming a mainstay within marketing teams globally. CMOs need to recognize this and leverage the new technology to their advantage. Join acclaimed HBR author and Director, Market Strategy at Salesforce, Mathew Sweezey to find out how AI is impacting marketing, AI opportunities and work through some steps Marketers can take today to get in position for the AI proliferation of tomorrow.
Mike Burnside, Platform Product Leader, Salesforce|Anna Kismet, GM Digital, Grill’d and Ryan D'Souza, CRM and Loyalty Manager
Join us for this session and hear Anna Kismet, GM Digital and Ryan D'Souza, CRM and Loyalty Manager at Grill'd, share how they have leveraged Salesforce Customer 360 to rapidly pivot from a 'dining in' to a 'dining at home' business during the COVID-19 pandemic.
Salesforce is a customer relationship management solution that brings customers and companies together. It's one integrated CRM platform that gives all your departments — including marketing, sales, commerce, and service — a single, shared view of every customer.
You will find videos related to topics that help you deliver personalised experiences your customers expect by using the integrated CRM platform that we call our Salesforce Customer 360 Platform. It provides powerful, connected products for improving your marketing, sales, commerce, service, IT, and more. We also include Trailblazer stories from the APAC region. Visit us at https://www.salesforce.com/au/resources/ to find out more.
How David Jones Empowered Service Agents & Increased CSATJames Johnson, Director Retail Strategy, Salesforce|Daniel Iezzi, GM, Customer Services, David Jones[[ webcastStartDate * 1000 | amDateFormat: 'MMM D YYYY h:mm a' ]]13 mins