Top Salesforce Trailblazers share insights and advice

Salesforce Live UK&I went live today and CloudShift was delighted to be Innovator Sponsor and have our Customer GoCardless explaining their journey to successfully reimplementing Salesforce; “How GoCardless Drive Efficiency and Customer Experience With Salesforce” which you can read more about here.In this blog we are going to give you a taste of some of the other great sessions we attended at Salesforce Live. Let’s take a look:

Opening keynote: Our path forward

The opening keynote kicked off the event with some great guest speakers:

  • Sir Lenny Henry CBE, Actor, Writer & Comedian
  • Vanessa Kingori MBE, Publishing Director, British Vogue
  • Margaret Adam, Associate Vice President European Services, IDC UK
  • Adam Spearing, Field CTO EMEA & SVP Solution Consulting, Salesforce

The opening keynote gave a thought-provoking session on how businesses can accelerate their recovery and create a purpose-driven organisation fit for the future. Margaret Adam, at IDC, talked about the recovery curve to future enterprise and how businesses can use technology to flatten the curve and limit the impact of the COVID crisis. Digital transformation is a priority for most businesses in 2021 and 2022 and defined three pillars for success in challenging times: Businesses need to stop and reflect on how to tackle this crisis, rethink business value and develop new core competencies. Last, but not least, businesses need to put the Customer at the centre of everything and develop customer-centric technology that can help understand Customers’ challenges better.

Salesforce Business Services – Building Trust and Resilience to Thrive

In the Business Services Industry Session, Tom Seal, Senior Program Director at IDC discussed challenges facing Business Services firms, explaining that agility is now essential for businesses to deliver the best service and experience for customers and that continuous innovation is required to go beyond what’s been done before. Tom advised; ‘Use this recovery period to reinvent your business and build a single view of the customer and use holistic, real-time data to enable responsiveness’. Tom added that key to unlocking the future of Business Services is; Customer Centricity by staying connected to Customers and speaking with one voice, Flexibility to enable agility and innovation, and Visibility with real-time views of projects and resources.

Salesforce High Tech – Leverage Data for Smarter Decision Making in the Face of Uncertainty

In the High Tech Industry Session, we heard from Salesforce Trailblazers IDC, business analytics provider and Spectris a precision management company about measures companies had to take and are still implementing to tackle the COVID crisis and foster growth in their organisation. In a time when the crisis is evolving quickly, technology becomes a vital service and companies like Salesforce are driving innovation in allowing you to refer to data and make informed decisions on your business. Trailblazers like Spectris had to undergo the switch to remote working and having to revisit the relationship to your customer in a digital way. They took this opportunity to take a look at other ways to engage their customers online and invested a lot of time to reshape their relationship with data and use tools such as Einstein Analytics to provide business intelligence.

Salesforce TTH – Preparing for the New Digital Reality by Focusing on Key Stakeholders

In the Travel Transport and Hospitality Industry Session, Salesforce RVP Michael Green was joined by DPD Customer Experience Director, Sinead Croke. Firstly they discussed how COVID 19 has impacted the parcel delivery company, crucially the flexibility of Salesforce enabled DPD’s entire call centre team to mobilise from office working to working from home within 24 hours ensuring seamless delivery of service for their customers. Moreover, Salesforce’s 360 customer view has allowed them to significantly improve their customer satisfaction rating even while business demand has grown substantially. On DPD’s digital transformation Sinead noted the importance of having emotional buy-in from executives and ensuring you have clarity on your business goals, then all the complex details will fall in place.

Tableau – Data Visualisation

Obviously there were many great Salesforce product sessions, but as a Tableau Partner, the team at CloudShift particularly loved this session. Toni Farrell, UKI Mid-Market Manager at Tableau explained that businesses need to give the power to the people, ensuring those who want and need to see data can have access to it to make businesses data-driven decisions. Toni explained how the NHS, Coca-Cola and Huel have all benefited from using Tableau, helping reduce time to insight which they can act upon and enable agility and quicker response to market. Ryan Biggs, Lead Solution Engineer at Tableau then gave a great demo to everyone of the many features and capabilities.

Our team at CloudShift loved Salesforce Live and we would be happy to talk to you about our insight and advice following this great virtual event. Please contact us and let’s help you with your digital transformation journey.

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