In this special panel-style episode, Stephanie Postles, host of Marketing Trends and Mission Daily, joins Lauren Wood to interview Bernard Slowey, Senior Vice President of Digital Customer Success at Salesforce.
This is your inside look at Salesforce’s rapid deployment of its revolutionary AI agent, what this means for the digital workforce revolution, and how ANY company can create a customizable, empathetic digital employee. (With no code, just natural-language prompting.)
Bernard shares firsthand accounts of the launch, including navigating real-time customer feedback and the crucial lessons learned about data hygiene and prompt engineering.
He also discusses the delicate balance between AI automation and human support, emphasizing the importance of empathy training for these digital agents. Plus, they explore the challenges and opportunities for businesses of all sizes, from SMBs to enterprises, as they grapple with the evolving landscape of AI-driven customer experience, sales, and marketing.
Press play and discover how Salesforce is shaping the future of AI in service, and what contrarian views Bernard Slowey holds about the role of data in decision-making.
Key Moments:
- 00:00 Who is Bernard Slowey, SVP of Digital Customer Success at Salesforce?
- 04:18 The Evolution of Customer Service
- 06:28 The Power and Potential of AI Agents
- 18:06 Implementing Agentforce at Salesforce
- 22:07 Challenges and Learnings From AI Agent Deployment
- 33:29 Measuring Success and Future Prospects
- 39:58 Escalation Rate and Customer Experience
- 41:21 The Importance of Human Interaction in Support
- 42:51 Digital Success and Customer Onboarding
- 45:28 AI in Customer Success: Real-World Examples
- 47:24 Data Hygiene and Internal Content Auditing
- 53:04 Cross-Functional Collaboration in CX
- 01:00:28 The Human-AI Partnership
- 01:08:36 The Future of AI in Business
- 01:12:51 Customer Obsession in Practice
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