Guided CX Insights

Dreamforce never disappoints, and DF ‘17 was, as usual, the perfect venue to demonstrate the importance of better visual engagement in achieving superior online customer experiences—and the business value of Glance. Salesforce’s growth and world-wide success stems from its strong ecosystem of customers, partners, and employees. We met a steady stream of attendees at our booth, made many new friends, and showed a lot of people how to achieve, simple, secure visual engagements with their customers. 4IR is Transformative…But Can It Be Alienating to Customers? This year’s Dreamforce made it abundantly clear that the world is indeedexperiencing a wave of innovation and technology. This “Fourth Industrial Revolution” is radically changing economies, societies, and the daily lives of billions. Technologies like artificial intelligence, robotics, and the Internet of Things (IoT) areenhancing products and systems in ways thattransform the customer experience.Salesforce predicts that “the Salesforce Economy” will drive creation of 3.3 million new jobs and more than $859 billion in new business revenues worldwide by 2022, while also transforming customer expectations. Savvy, connected, always-on customers expect seamless experiences from every company they engage with. As Salesforce Chairman and CEO, Marc Benioff, pointed out in his keynote presentation, instead of feeling more connected with customers, some businesses are feeling increasingly out of touch. Devices Connect. Humans Collaborate. As companies like MINDBODY have discovered, Glance visual engagement creates a more collaborative, natural interaction with customers online, improving customer satisfaction (and loyalty) while reducing the number of support contacts and increasing agent productivity. In the larger context, Salesforce announced a major new partnership that will deliver smarter, more collaborative experiences for customers:it will integrateSales Cloud and Marketing Cloud with Google Analytics 360and G Suite. The goal is to understand customer needs, solve problems, and identify opportunities to help on a single platform that’s always accessible from anywhere. Visual engagement tools play a crucial role at the most important point of contact: online customer interaction. Companies that are able to make online interactions simple, powerful, and productive will feel closer to customers and reap the rewards of consumer goodwill.

Updated research from IDC on the “Salesforce Economy” shows that Salesforce and its ecosystem of partners and customers will create 3.3 million jobs and $859 billion in new business revenues worldwide by 2022. The Salesforce ecosystem has a lot of facets, including hot technologies like IoT, analytics, and AI (hello, Einstein).

Time: Noun. 1. A measured or measurable period during which an action, process, or condition exists or continues. 2. The enemy of cutting customer engagement costs. When it comes to the value produced by implementing Glance’s visual engagement solutions, our customers’ experience indicates bottom-line results that show reduced customer engagement costs. Results like these typical:

Financial institutions’ customer service calls can be challenging. People are sensitive about what happens to their money – and with good reason. That’s why financial institutions require an easy way to defuse anger and stress, right from the get-go.

Visual engagement has become established as a major key to customer engagement. Here are five facts every management team should keep in mind.

There’s a lot of talk these days about the power of the bot to transform the way we think about customer service. Bots augment customer service, providing more in-depth “self service” options for online customers.

According to Forrester, the revenue impact from a 10% improvement in a company’s customer experience score can translate into more than $1 billion. How can you know the customer experience programs you’ve implemented are making customers happy? Research by Esteban Kolsky at thinkJar shows that only 1 out of 26 unhappy customers complain. The rest churn. In addition, 91% of unhappy customers who are non-complainers simply leave.

Nowadays, satisfying your customers is about providing more than just a great product or service. It’s about providing a great end-to-end customer experience (CX) – including outstanding customer service, courtesy of your website, app, and contact center.

We all know that customer service is challenging to get right. From the customer side of things, we’ve all experienced customer service fails – but what is causing those failures?