Forethought has launched Triage Quickstart, an extension of Triage that allows companies to automate case tagging. “We know that support agents are focused on getting to customer issues as quickly as possible, but they’re stuck doing mundane tasks like manually prioritising, categorising, and routing cases,” said Sambhav Galada, Triage product manager at Forethought. “We created […]
Salesforce at its World Tour NYC event introduced expanded financial services offerings built specifically for banking, wealth management, and insurance firms. Salesforce for Financial Services now offers more targeted automation and artificial intelligence-powered by Client 360, as well as Customer Data Platform, Intelligent Virtual Assistant, Intelligent Agent Desktop, Customer Service Coordination, and Analytics for Financial […]
Despite promising growth estimates, 55 per cent of sales professionals lack confidence in their forecasting accuracy, and 67 per cent of companies lack a formalised approach. Who says CRM is only for improving customer service and experience? Consider the following case study. For over 20 years, Synergy Enterprise Solutions has offered customer experience, omnichannel engagement, […]
The package does not require users to have a high level of FSL knowledge The Salesforce research team has open-sourced its few-shot NLP package named TaiChi.The package does not require users to have a high level of FSL knowledge. It is intended for data scientists and software engineers who wish to construct proof-of-concept products or […]
Customers are navigating a rapidly changing world, and questions of trust, values, and integrity increasingly impact their relationships with companies. Customer experience is now decidedly digital-first. No matter which channel and format that they choose to engage in, customers expect flexibility and a thoughtful, personal touch. Trust is their beacon, empowered by choice and […]
Salesforce introduced Customer 360 innovations to its Marketing Cloud and Commerce Cloud that connect marketing, commerce, and service data on one platform. “A growing number of companies want to unify their data across marketing, commerce, and service so they can deliver truly connected customer experiences on any channel: in store, via email, or when shopping […]
Swrve, a mobile-first customer engagement provider, has expanded its integration with Journey Builder from Salesforce to enable brand marketers, product managers, and service providers to create and launch powerful mobile campaigns all from within Journey Builder. With Swrve’s updated connector, Salesforce Pro Mobile powered by Swrve, Salesforce Marketing Cloud users no longer have to switch […]
Golden, a volunteer app, has become a verified independent software vendor partner of Blackbaud, Microsoft, and Salesforce. Golden’s solutions are now available in Microsoft AppSource, Salesforce’s AppExchange, and the Blackbaud Marketplace. “We believe strongly in the power of CRMs, and especially Salesforce, Microsoft, and Blackbaud, to bring incredible value to nonprofits,” said Golden CEO Sam […]
Upstart, provider of a lending platform for financial services firms, has launched Upstart AI Lending for Salesforce on Salesforce AppExchange. With Upstart AI Lending for Salesforce, bank and credit union personnel can initiate artificial intelligence-enabled digital lending experiences for customers across any interaction, whether in person, on the phone, or from a scan of a […]
Vice President, Customer & Market Insights, Salesforce, Karen Mangia discusses how customer changes drive technology changes. “The pandemic placed pressure on every organisation to consider how to make interactions easier, not just easy. Easy may not be a realistic outcome. Easier implies an interactive journey of constant co-creation and continuous improvement,” said Karen Mangia, Vice […]
