Podcasts about salesforce service cloud

In this episode of OnBase, host Chris Moody sits down with Craig Chiofalo to explore what it truly takes to build and lead a world-class support engineering organization. Craig pulls back the curtain on the operational strategies and tech stack powering Demandbase's award-winning team—including how tools like Salesforce Einstein and SupportLogic are transforming their approach to proactive support. He also shares lessons on hiring for excellence, scaling impact without ballooning headcount, and why deep, daily collaboration across product, engineering, and customer success is the cornerstone of lasting success.Key takeawaysRight Team, Right Tech: Hiring the right talent, enabling them with strong onboarding and internal tools, and layering in AI-driven technologies can drive exponential impact without scaling the team linearly.Cross-Functional Collaboration Is Everything: Craig attributes much of the team's success to deep integration with product, engineering, and customer success—teams that work together daily to elevate the customer experience.Award-Winning Process Maturity: From rewritten job descriptions to internal training certifications and advanced sentiment monitoring, Craig's team has refined its approach year after year to earn industry recognition.Operationalized AI: AI tools like SupportLogic and Salesforce Einstein are leveraged not just for efficiency, but for better sentiment analysis, proactive support, and smarter data insights.Measure What Matters: In addition to SLAs, Craig's team emphasizes customer satisfaction and effort scores—tracking detailed metrics while staying focused on proactive issue resolution.QuotesOn Team Excellence“This team is phenomenal—not just individually, but in how they collaborate. That synergy is the catalyst behind everything we've achieved.”On Leveraging AI Thoughtfully“AI should be seen as an assistant. It's like a dishwasher—you still load it and unload it, but it saves time and effort on repetitive tasks.”(04:00): How Craig rewrote job descriptions and created testing processes to hire and retain top-tier talent.(09:00): A deep dive into Salesforce Service Cloud, SupportLogic, and the internal troubleshooting app that dramatically reduces time to resolution.(14:00): How the team uses data and proactive alerts to prevent fires before they happen.(18:00): Craig's thoughtful breakdown of AI as a productivity enhancer, not a replacement.Tech RecommendationsSalesforce Service Cloud + Einstein: A central support platform now enhanced with AI capabilities for smarter case handling.SupportLogic: Real-time sentiment analysis and escalation prediction across customer interactions.Resource RecommendationsNewsletter:MIT Technology Review – AI-focused and practicalHarvard Business Review – Daily updates on leadership and strategyMcKinsey – Insightful newsletters with AI-related contentShout-outsUmberto Milletti, Chief R&D Officer at DemandbaseAngelle Stromeyer, RVP Customer Success at DemandbaseErika Setla, Sr. Director, CX Strategy & Ops at DemandbaseAbout the GuestCraig Chiofalo is a customer-focused leader with over 20 years of experience directing customer support, service, and success teams across SMB to enterprise clients. Currently Vice President of Support Engineering at Demandbase, Craig leads a Stevie Award–winning team recognized for delivering outstanding customer service. He brings a proven track record of building high-performing, collaborative teams that exceed goals, with a leadership style rooted in fairness, energy, and a deep passion for technology.Craig has held key roles at IBM, Silverpop, CallRail, Calendly, and Salsify, often joining during critical growth phases to scale operations, implement smart automation, and drive cross-functional alignment. His expertise spans platforms like Salesforce, Zendesk, Jira, Confluence, and SQL—always with a hands-on, data-informed approach to delivering exceptional customer outcomes.

Pylon is pioneering the first customer support platform purpose-built for B2B companies, securing $20 million in funding to transform how B2B companies interact with customers post-sale. In this episode of Category Visionaries, I spoke with Marty Kausas, CEO and Co-Founder of Pylon, about his journey from Airbnb software engineer to category creator. Marty shares how Pylon evolved from a Slack connector tool to a comprehensive platform challenging incumbents like Zendesk and Salesforce Service Cloud by addressing the unique challenges of B2B support. Topics Discussed: Pylon's evolution from a Slack connector to a full B2B support platform The fundamental differences between B2B and B2C customer support needs How B2B companies struggle with disconnected post-sales teams (support, success, solutions, professional services) The pivot process: from failed ideas to finding product-market fit Leveraging LinkedIn for marketing and pipeline generation Using "villain brands" as positioning targets (positioning against Zendesk) Founder-led marketing strategies that drive growth The process of creating and evangelizing a new category   GTM Lessons For B2B Founders: Customer discovery through direct outreach: Marty's team sent 120 personalized LinkedIn messages daily to potential customers before landing on their product idea. Rather than starting with their own problems, they systematically researched market gaps by targeting professionals with newer job titles that might indicate emerging workflows. Follow emerging communication trends: Pylon identified a key trend where B2B companies were supporting customers through Slack and Teams channels but lacked tools to track, measure, and integrate these conversations with their existing systems. B2B founders should look for similar shifts in how their target customers are working and identify the gaps in tooling. Identify "villain brands" in your space: Positioning against an incumbent that customers are frustrated with can be powerful. Marty's team positions Pylon as "building the next Zendesk," which immediately resonates with prospects tired of tools built for B2C use cases being forced into B2B environments. Double down on what works: When Pylon discovered LinkedIn was generating half their pipeline, they intensified their efforts rather than diversifying too early. Marty now spends 5+ hours every Sunday batch-writing LinkedIn posts for all three co-founders. Embrace founder-led marketing for early-stage B2B: Personal brands drive B2B buying decisions. Marty emphasizes that people connect with people, not companies. His most successful content combines build-in-public transparency (showcasing Pylon's growth) with personal storytelling that humanizes the brand and creates emotional connections with prospects.   //   Sponsors: Front Lines — We help B2B tech companies launch, manage, and grow podcasts that drive demand, awareness, and thought leadership. www.FrontLines.io The Global Talent Co. — We help tech startups find, vet, hire, pay, and retain amazing marketing talent that costs 50-70% less than the US & Europe.  www.GlobalTalent.co  

Today on our show:Is Beyond.com doomed?Klaviyo reports 2024 earningsKlaviyo coming for Salesforce Service CloudPaypal Investor Day offers problematic vision- and finally, The Investor Minute which contains 5 items this week from the world of venture capital, acquisitions, and IPOs.Today's episode is sponsored by Mirakl.https://www.rmwcommerce.com/ecommerce-podcast-watsonweekly

“Limitless.” That's how Kishan Chetan, the Executive VP and GM of Salesforce Service Cloud, describes the future of AI in customer service. Kishan Chetan explains why customer experience has evolved from deflecting customer interaction and how state-of-the-art tools like Agentforce are the key to providing proactive customer engagement, meaningful connection for employees and customers alike, and equitable accessibility for every type of customer. Whether you're searching for that hidden, game-changing data that's currently free-floating in an untitled spreadsheet, or you need to centralize your customer's feedback so every department offers impeccable service, or you simply want to know how to choose, pilot, and customize the right AI tool for your business… this episode is for you.Key Moments:00:00 Introduction to Customer Efficiency00:41 Transforming Customer Service with AI02:06 The Limitless Future of AI03:48 Proactive and Reactive AI Service05:47 Introducing Agentforce07:49 AI Agents vs. Chatbots09:43 Human and AI Collaboration17:15 Real-World Examples of AI in Action22:58 Leveraging Unstructured Data for Better Operations23:20 Unified Knowledge: Powering AI with Comprehensive Data24:03 Challenges in Centralizing Data for AI25:55 Importance of Quality Data and Human Curation26:47 Practical Tips for Implementing AI in Customer Service28:16 Choosing the Right Channels for Customer Interaction29:21 Balancing AI and Human Interaction31:37 Piloting AI Solutions for Maximum Impact32:23 Creating Exceptional Customer Experiences with AI36:04 Future Trends in AI and Customer Service38:25 Potential Pitfalls and Considerations41:34 Optimizing Customer Experience: Real-World Examples44:04 Advice for Customer Experience Leaders –Are your teams facing growing demands? Join CX leaders transforming their strategies with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org

On this episode, Rekha Srivatsan, VP of Product Marketing at Salesforce Service Cloud, discusses the findings of the sixth edition of the Salesforce State of Service report. The report dives into some of the biggest trends in the customer success industry, including the increasing demand for personalized and fast service, challenges of implementing self-service while maintaining customer trust, and the use of AI and data and why it's crucial in meeting customer expectations and improving customer experience.Tune in to learn:How service organizations are moving from cost centers to revenue generators by meeting the increasing demand for personalized and fast service.Why AI and data play a crucial role in improving customer experience and meeting customer expectations.Why implementing self-service requires a balance between providing convenience to customers and maintaining their trust.How to create a unified view for agents and why the use of technology can enhance customer service and improve productivity. The ways AI should be used to augment, not replace, agents in customer service.Why to consider customer sentiment and the complexity of the issue when determining whether to use AI or human support.How to build trust with customers and why it is crucial for a positive customer experience.–How can you bring all your disconnected, enterprise data into Salesforce to deliver a 360-degree view of your customer? The answer is Data Cloud. With more than 200 implementations completed globally, the leading Salesforce experts from Professional Services can help you realize value quickly with Data Cloud. To learn more, visit salesforce.com/products/data to learn more.--Mission.org is a media studio producing content alongside world-class clients. Learn more at http://www.mission.org.

Dave "CAC" Kellogg and Ray "Growth" Rike discuss the top metrics for a Customer Service organization that span the top three goals of CS including resolving, deflecting, and/or preventing cases.During this episode, we lean heavily on CAC's background as a technical support agent for the first two years of his career, and then as the head of the Salesforce Service Cloud.The primary job of Customer Service (Customer Support) including the three below macro-level goalsResolve CasesDeflect CasesPrevent CasesWhat are the top metrics to measure the performance of Customer Service while ensuring a high level of customer satisfaction?:Cases per Agent (while maintaining a 4.5 CSAT score)CSAT Time to Resolution (mean is not as valuable - have a max)First call resolutionThere are many nuances to the above metrics including the type of call (how-to or bug fixes), the ability to effectively deflect calls that solve the customer issue, and how to measure the longer-term impact of preventing inbound cases over time.If you are thinking about or currently evaluating your customer service (customer support) performance metrics, this is a great conversation that covers a wide range of metrics, goals, and priorities for any customer service organization in a B2B technology business.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this episode, Business Ninja Kelsey is joined by Roger Maassen, Director of Delivery and Presales of North America at Asperii, where they talk about how Asperii helps clients implement Salesforce service cloud products and field services.Asperii is a Global Salesforce Consulting Partner, specializing in service cloud and resource scheduling for field service and workforce management.Driven by a seasoned team of accomplished field service experts, Salesforce implementation specialists and smart R&D, Asperii delivers technology-driven tailored solutions that transform field operations and with more that 50 worldwide top-tier companies in diverse industries, ranging from small providers to large global corporations all over the world. Asperii was established in 2011 by senior veterans of ClickSoftware that was acquired by Salesforce.Learn more: https://www.asperii.com/ -----Do you want to be interviewed for your business?  Schedule time with us, and we'll create a podcast like this for your business:  https://www.WriteForMe.io/-----https://www.facebook.com/writeforme.iohttps://www.instagram.com/writeforme.io/https://twitter.com/writeformeiohttps://www.linkedin.com/company/writeforme/ https://www.pinterest.com/andysteuer/Want to be interviewed on our Business Ninjas podcast? Schedule time with us now, and we'll make it happen right away! Check out WriteForMe, more than just a Content Agency! See the Faces Behind The Voices on our YouTube Channel!

Mike Milburn, previous Chief Customer Officer of Salesforce, joins the Dialed In podcast to discuss his legendary career up to this point. Mike joined Salesforce in 2008 when Salesforce was just a sales tool. He was part of the founding team of Salesforce Service Cloud and oversaw the first deployment ever. In one 52 week period, he traveled across the country implementing 52 contact centers. He tells stories of these times and gives his thoughts and recommendations for contact centers looking into AI & automation.

Episode Notes/Resources: In this episode of "Salesforce Simplified," we're talking with Salesforce Senior Solutions Engineer George Higgins about Salesforce Field Service Automation. Salesforce Service Cloud: https://bit.ly/36YAxRc Salesforce Service Cloud Customer Story: https://bit.ly/3yZAgZy Salesforce Field Service Automation: https://sforce.co/3fzKawJ

Join CEO of Salesforce Service Cloud and overall digital powerhouse, Clara Shih as she shares how to use social media at an executive level, keep employees engaged, and evolve your own leadership style to adapt to continuous changes in the world around us.

Connor Marsden is the Executive Vice President for Salesforce Service Cloud. Salesforce has just surpassed SAP as the largest business application software provider. And in this episode, Connor shares how Salesforce Service Cloud is the central nervous system for many of the amazing brands we all know and love and how partners can take advantage of the $1.6T opportunity partnering with Salesforce.

In this episode of Sales Ops Demystified, Tom Hunt and Alex Freeman are joined by Hank Taylor, Vice President of Marketing and Revenue Operations at Vercel. They discuss Hank's transition into marketing and rev ops, how data analysis increases productivity, and the benefits of transferring data in the Salesforce Service Cloud.

Scott Beechuk, Partner at Norwest Venture Partners discusses his experience as a startup founder and his move to VC, the latest market trends, Scott's investment process, as well as qualitative and quantitative characteristics of companies he likes to invest in.Scott Beechuk's BioScott brings more than 20 years of product, engineering, and SaaS expertise to his role as a partner on Norwest's enterprise team. He focuses on early- to late-stage investment opportunities in enterprise SaaS with a focus on companies building business applications taking advantage of human-assisted AI, advanced behavioral analytics, client-agnostic platforms and industry-specific solutions. He currently serves on the boards of Bluecore, Leanplum, MindTickle, Qualified, Singular, and Socrates AI.Scott most recently served as Senior Vice President of Product Management for Salesforce Service Cloud, the industry's #1 enterprise customer service platform. While at Salesforce, he also served as Head of Engineering, Product, UX, and Documentation for Desk.com.Before joining Salesforce, Scott cut his entrepreneurial teeth building multiple consumer and enterprise software companies including a multi-brand e-commerce service with an integrated multi-channel customer service platform, an enterprise privacy middleware platform and consumer metasearch engine.Time Stamps00:10 Scott's background and why he joined Norwest Venture Partners05:18 COVID's effect on startup creation09:50 Post COVID SaaS valuations11:10 Investment Process – from sourcing to investing18:30 Qualitative and quantitative characteristics Scott is looking for in startups26:57 Common mistakes startups make32:35 Fundraising advice to founders34:32 Bonus QuestionSIGN UP at https://www.saashimi.cloud to receive transcripts of the interviews and news about upcoming guests and events.

In this episode my guests are Ruby and Max. They are founders of CloudX. CloudX is a Salesforce implementation partner. They specialize in implementation of Salesforce Service Cloud, Commerce Cloud, Mulesoft, and more. We talk about learning Salesforce, switching industries, moving to the Bay Area from Houston, product management at Salesforce, building Salesforce teams at DoorDash, and many more interesting topics. Enjoy this conversation. Get more information about Ruby: https://www.linkedin.com/in/ruby-kandah/ Get more information about Max: https://www.linkedin.com/in/maximilianepstein/ Get more info about CloudX: https://www.cloudx.design This podcast is brought to you by Vuk Dukic and Anablock  

Get in touch with us Join the discussion about data science, machine learning and artificial intelligence on our Discord server   Episode transcript We always hear the word “metadata”, usually in a sentence that goes like this   Your Honor, I swear, we were not collecting users data, just metadata.   Usually the guy saying this sentence is Zuckerberg, but could be anybody from Amazon or Google. “Just” metadata, so no problem. This is one of the biggest lies about the reality of data collection.   F: Ok the first question is, what the hell is metadata?    Metadata is data about data.    F: Ok… still not clear. Imagine you make a phone call to your mum. How often do you call your mum, Francesco? F: Every day of course! (coughing)   Good boy! Ok, so let's talk about today's phone call. Let's call “data” the stuff that you and your mum actually said. What did you talk about?    F: She was giving me the recipe for her famous lasagna.  So your mum's lasagna is the DATA. What is the metadata of this phone call? The lasagna has data of its own attached to it: the date and time when the conversation happened, the duration of the call, the unique hardware identifiers of your phone and your mum's phone, the identifiers of the two sim cards, the location of the cell towers that pinged the call, the GPS coordinates of the phones themselves.    F: yeah well, this lasagna comes with a lot of data :)  And this is assuming that this data is not linked to any other data like your Facebook account or your web browsing history. More of that later.    F: Whoa Whoa Whoa, ok. Let's put a pin in that. Going back to the “basic” metadata that you describe. I think we understand the concept of data about data. I am sure you did your research and you would love to paint me a dystopian nightmare, as always. Tell us why is this a big deal?    Metadata is a very big deal. In fact, metadata is far more “useful” than the actual data, where by “useful” I mean that it allows a third party to learn about you and your whole life. What I am saying is, the fact that you talk with your mum every day for 15 minutes is telling me more about you than the content of the actual conversations. In a way, the content does not matter. Only the metadata matters.    F: Ok, can you explain this point a bit more?    Imagine this scenario: you work in an office in Brussels, and you go by car. Every day, you use your time in the car while you go home to call your mum. So every day around 6pm, a cell tower along the path from your office to your home pings a call from your phone to your mum's phone. Someone who is looking at your metadata, knows exactly where you are while you call your mum. Every day you will talk about something different, and it doesn't really matter.  Your location will come through loud and clear. A lot of additional information can be deduced from this too: for example, you are moving along a motorway, therefore you have a car. The metadata of a call to mum now becomes information on where you are at 6pm, and the way you travel.    F: I see. So metadata about the phone call is, in fact, real data about me.    Exactly. YOU are what is interesting, not your mum's lasagna.   F: you say so because you haven't tried my mum's lasagna. But I totally get your point.   Now, imagine that one day, instead of going straight home, you decide to go somewhere else. Maybe you are secretly looking for another job. Your metadata is recording the fact that after work you visit the offices of a rival company. Maybe you are a journalist and you visit your anonymous source. Your metadata records wherever you go, and one of these places is your secret meeting with your source. Anyone's metadata can be combined with yours. There will be someone who was with you at the time and place of your secret meeting. Anyone who comes in contact with you can be tagged and monitored. Now their anonymity has been reduced.    F: I get it. So, compared to the content of my conversation, its metadata contains more actionable information. And this is the most useful, and most precious, kind of information about me. What I do, what I like, who I am, beyond the particular conversation.    Precisely. If companies like Facebook or the phone companies had the explicit permission to collect all the users' data, including all content of conversations, it's still the metadata that would  generate the most actionable information. They would probably throw the content of conversations away. In the vast majority of instances, the content does not matter. Unless you are an actual spy talking about state secrets, nobody cares.    F: Let's stay on the spy point for a minute. One could say, So what? As I have heard this many times. So what if my metadata contains actionable information, and there are entities that collect it. If I am an honest person, I have nothing to hide.    There are two aspects to the problem of privacy. Government surveillance, and corporate - in other words private - surveillance.  Government surveillance is a topic that has been covered flawlessly by Edward Snowden in his book “Permanent Record”, and in the documentary about his activity, “Citizenfour”. Which I both recommend, and in fact I think every data scientist should read and watch. Let's just briefly mention the obvious: just because something comes from a government, it does not mean it's legal or legitimate, or even ethical or moral. What if your government is corrupt, or authoritarian. What if you are a dissident and you are fighting for human rights. What if you are a journalist, trying to uncover government corruption.    F: In other words,  it is a false equivalence to say that protecting your privacy has anything to do with having something to hide.   Mass surveillance of private citizens without cause is a danger to individual freedom as well as civil liberties. Government exists to serve its citizens, not the other way around. To freely paraphrase Snowden, as individuals have no power compared to the government, the only way the system works is if the government is completely transparent to the citizens, so that they can collectively change it, and at the same time the single citizens are opaque to the government, so that it cannot abuse its power. But today the opposite happens: we citizens are completely naked and exposed in front of a completely opaque government machine, with secret surveillance programs on us, that we don't even know exist. We are not free to self-determine, or do anything about government power, really.     F: We could really talk for days and days about government mass surveillance. But let's go back to metadata, and let's talk about the commercial use of it. Metadata for sale. You mentioned this term, “corporate surveillance”. It sounds…. Ominous.    We live in privacy hell, Francesco.    F: I get that. According to your research, where can we find metadata?     First of all, metadata is everywhere. We are swimming in it. In each and every interaction between two people, that make use of digital technology, metadata is generated automatically, without the user's consent. When two people interact, two machines also interact, recording the “context” of this interaction. Who we are, when, where, why, what we want. F: And that doesn't seem avoidable. In fact metadata must be generated by devices and software to just work properly. I look at it as an intrinsic component that cannot be removed from the communication system, whatever it is. The problem is who owns it. So tell me, who has such data?    It does not matter, because it's all for sale. Which means, we are for sale.    F: Ok, holy s**t, this keeps getting darker. Let's have a practical example, shall we?    Have you booked a flight recently?    F: Yep. I'm going to Berlin, and in fact so are you. For a hackathon, no less.    Have you ever heard of a company called Adara?    F: No… Cannot say that I have.    Adara is a “Predictive Traveler Intelligence” company.    F: sounds pretty pretentious. Kinda douchy.    This came up on the terrifying twitter account of Wolfie Christl, author among other things of a great report about corporate surveillance for Cracked Labs. Go check him out on twitter, he's great.    F: Sure I will add what I find to the show notes of this episode. Oh and by the way you can find all this stuff on datascienceathome.com Sorry go ahead.    Adara collects data - metadata - about travel-related online searches, purchases, devices, passenger records, loyalty program records. Data from clients that include major airlines, major airports, hotel chains and car rental chains. It creates a profile, a “traveler graph” in real time, for 750 million people around the world. A profile based on personal identifiers.    F: uhh uhh Then what?   Then Adara sells these profiles.    F: Ok… I have to say, the box that I tick giving consent to the third-party use of my personal data when I use an airline website does not quite convey how far my data actually goes.    Consent. LOL. Adara calculates a: “traveler value score” based on customer behaviour and needs across the global travel ecosystem, over time.   The score is in the Salesforce Service Cloud, for sale to anyone.  This score, and your profile, determine the personalisation of travel offers and treatment, before purchase, during booking, post purchase, at check in, in airport, at destination.  In their own website, Adara explains how customer service agents for their myriad of clients - for example a front desk agent at a hotel - can instantly see the Traveler value score. Therefore they will treat you differently based on this score.        F: Oh so if you have money to spend they will treat you differently   The score is used to assess your potential value, to inform service and customer service strategies for you, as well as personalised messaging and relevant offers. And of course, the pricing you see when you look for flights. Low score? Prepare yourself to wait to have your call rerouted to a customer service agent. Would you ever tick a box to give consent to this?    F: Fuck no. How is this even legal? What about the GDPR?    It is, in fact, illegal. Adara is based in the US, but they collect data through data warehouses in the Netherlands. They claim they are GDPR-compliant. However, they collect all the data, and then decide on the specific business use, which is definitely not GDPR compliant.    F: exactly! According to GDPR the user has to know in advance what the business use of the data they are giving consent for!! With GDPR and future regulations, there is a way to control how the data is used and with what purpose. Regulations are still blurred or undefined when it comes to metadata. For example, there's no regulation for the number of records in a database or the timestamp when such record  was created. As a matter of fact data is useless without metadata.    One cannot even collect data without metadata.    Whatsapp, telegram, Facebook messenger... they all create metadata. So one might say “I've got end-to-end encryption, buddy”. Sure thing. How about the metadata attached to that encrypted gibberish nobody is really interested in? To show you how unavoidable the concept of metadata is, even Signal developed by the Signal Foundation which is considered the truly end-to-end and open source protocol for confidential information exchange, can see metadata. At Signal they claim they just don't keep it, as they also state in the Signal's privacy policy.   "Certain information (e.g. a recipient's identifier, an encrypted message body, etc.) is transmitted to us solely for the purpose of placing calls or transmitting messages. Unless otherwise stated below, this information is only kept as long as necessary to place each call or transmit each message, and is not used for any other purpose." This is one of those issues that shall be solved with legislation.   But like money laundering, your data is caught in a storm of transactions so intricate that at a certain point, how do you even check... All participating companies share customer data with each other (a process called value exchange). They let marketers utilize the data, for example to target people after they have searched for flights or hotels. Adara creates audience segments and sells them, for example to Google, for advertisement targeting. The consumer data broker LiveRamp for example lists Adara as a data provider.    F: consumer data broker. I am starting to get what you mean when you say that we are for sale.    Let's talk about LiveRamp, part of Acxiom.    F: there they go... Acxiom... I heard of them    They self-describe as an “Identity Resolution Platform”.    F: I mean, George Orwell would be proud.    Their mission? “To connect offline data and online data back to a single identifier”. In other words, clients can “resolve all” of their “offline and online identifiers back to the individual consumer”. Various digital profiles, like the ones generated on social media or when you visit a website, are matched to databases which contains names, postal addresses, email addresses, phone numbers, geo locations and IP addresses, online and mobile identifiers, such as cookie and device IDs. F: well, all this stuff is possible if and only if someone gets in possession of all these profiles, or well... they purchase them. Still, what the f**k.    A cute example? Imagine you register on any random website but you don't want to give them your home address. They just buy it from LiveRamp, which gets it from your phone geolocation data - which is for sale. Where does your phone sit still for 12 hours every night? That's your home address. Easy.   F: And they definitely know how much time do I spend at the gym, without even checking my Instagram! Ok this is another level of creepy.    Clients of LiveRamp can upload their own consumer data to the platform, combine it with data from hundreds of 100 third-party data providers, and then utilize it on more than 500 marketing technology platforms. They can use this data to find and target people with specific characteristics, to recognize and track consumers across devices and platforms, to profile and categorize them, to personalize content for them, and to measure how they behave. For example, clients could “recognize a website visitor” and “provide a customized offer” based on extensive profile data, without requiring said user to log in to the website. Furthermore, LiveRamp has a data store, for other companies to “buy and sell valuable customer data”.    F: What is even the point of giving me the choice to consent to anything online?   In short, there is no point.    F: it seems we are so behind with regulations on data sharing. GDPR is not cutting it, not really. With programmatic advertising we have created a monster that has really grown out of control. So: our lives are completely transparent to private corporations, that constantly surveil us en-masse, and exploit all of our data to sell us shit. How does this affect our freedom? How about we just don't buy it? Can it be that simple? And I would not take a no for an answer here.   Unfortunately, no.    F:  oh crap!   I'm going to read you a passage from Permanent Record:     Who among us can predict the future? Who would dare to? The answer to the first question is no one, really, and the answer to the second is everyone, especially every government and business on the planet. This is what that data of ours is used for. Algorithms analyze it for patterns of established behaviour in order to extrapolate behaviours to come, a type of digital prophecy that's only slightly more accurate that analog methods like palm reading. Once you go digging into the actual technical mechanisms by which predictability is calculated, you come to understand that its science is, in fact, anti-scientific, and fatally misnamed: predictability is actually manipulation.   A website that tells you that because you liked book 1 then you might also like book 2, isn't offering an educated guess as much as a mechanism of subtle coercion. We can't allow ourselves to be used in this way, to be used against the future. We can't permit our data to be used to sell us the very things that must not be sold, such as journalism. [....] We can't let the god-like surveillance we're under be used to “calculate” our citizenship scores, or to “predict” our criminal activity; to tell us what kind of education we can have, or what kind of job we can have [...], to discriminate against us based on our financial, legal, and medical histories, not to mention our ethnicity or race, which are constructs that data often assumes or imposes.   [...] if we allow [our data] to be used to identify us, then it will be used to victimize us, even to modify us - to remake the very essence of our humanity in the image of the technology that seeks its control. Of course, all of the above has already happened.    F: In other words, we are surveilled and our data collected, and used to affect every aspect of our lives - what we read, what movies we watch, where we travel, what we buy, who we date, what we study, where we work… This is a self-fulfilling prophecy for all of humanity, and the prophet is a stupid, imperfect algorithm optimised just to make money. So I guess my message of today for all Data Scientists out there is this: just… don't.        References   https://github.com/signalapp   Wolfie Christl report https://crackedlabs.org/en/corporate-surveillance   wolfie.crackedlabs.org  

Scott brings over 20 years of deep product management, engineering, and SaaS expertise to his role as a partner on Norwest enterprise team. Scott most recently served as Senior Vice President of Product Management for Salesforce Service Cloud. While at Salesforce, he also served as Head of Engineering, Product, UX, and Documentation for Desk.com.

What are the major trends that are evolving in customer service, what do you need to do to keep up, and why? Shep Hyken interviews Keith Pearce, VP Product Marketing, Salesforce Service Cloud. Shep and Keith will discuss the motivation behind businesses doubling down on customer service as customer expectations evolve in the always-on, on-demand environment. First Up: Shep Hyken’s opening comments focus on Salesforce’s State of Service Research Report (https://www.salesforce.com/form/pdf/2017-state-of-service.jsp), which shows that connected customers are going to reshape the service industry. Customer service and the customer experience are going to completely dominate the competitive nature of business. According to the report, 85% of business executives believe that customer experience is a key competitive differentiator. Further, empowered customers expect their customer service to be personalized. Finally, 69% of consumers and 82% of business buyers say that personalized customer care has a major or moderate impact on their loyalty toward companies. Featured Interview: Shep begins his interview with Keith Pearce asserting that as products and services become more commoditized, customer service is the only sustainable differentiator that most companies have. Pearce states that we are all mobile-driven first. Increasingly, we see more and more consumers using mobile messaging. Not just SMS, but mobile messaging apps like Facebook Messenger. Companies need to be present on those apps. We are moving to conversational service, to provide service where the customers are. Top Takeaways: • Artificial intelligence (AI) rises to the top. Service leaders are looking to leverage AI to provide a more intelligent, personalized and conversational form of service. • It’s not just about the customer service department anymore. If a company is going to be a customer service and customer experience leader, it needs to break down the departments it established to form the enterprise. It needs to communicate and collaborate across the company to provide a great customer experience. • Companies will realize that service is not just something they have to do, instead it is a competitive differentiator, and it’s strategic. This is good news for anyone in the service industry, because it is about to go through a major disruption. About: Keith Pearce is responsible for marketing strategy, vision and execution in his role as Vice President of Marketing for Salesforce Service Cloud. He brings more than 20 years of experience in the customer service, call center management and cloud industries. Shep Hyken is a customer service and experience expert, best-selling author and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Avaya, a global leader in Customer Engagement solutions, today announced an expanded alliance with Salesforce Service Cloud to deliver solutions that more deeply integrate the contact center products of the two companies. The expanded alliance will focus on cloud-based solutions that enable seamless access, greater contextual awareness and rapid, knowledgeable service at all points along the customer journey -- making it easier for businesses to meet the digital demands of today’s customers. This announcement was made at Avaya ENGAGE 2017, the largest gathering of Avaya users under one roof, taking place this week in Las Vegas.

Matthew Chestnut and Danny Ryan talk about a recent project that deals with Salesforce Service Cloud integration. - Full transcript: https://threewill.com/integrating-with-the-salesforce-service-cloud/ - Website: https://threewill.com LinkedIn: https://www.linkedin.com/company/thre... Twitter: https://twitter.com/threewill Facebook: https://www.facebook.com/threewill/

Introducing The Case Closed Podcast Meet Jeff Grosse and Cheryl Feldman, your hosts for the first podcast dedicated completely to the Salesforce Service Cloud and taking service and support experiences to the next level. Please share this podcast with others, leave us feedback, and join in the conversation.