Bernard Slowey, VP of Digital Customer Success at Salesforce, joins the show to discuss the transformation of customer service through digital tools, AI, and data-driven insights. He and Alex explore how Salesforce is leading the way in enhancing customer experiences by unifying support, success, and training portals, leveraging burgeoning AI tools like Einstein, and focusing on seamless handoffs between digital and human interactions to drive proactive, personalized service.

Chapters:
00:00 - Intro
04:19 - Early career at AOL and Microsoft
07:33 - Learning from Microsoft’s transformation
10:02 - Defining digital customer success
11:38 - Enhancing self-service through data
13:55 - The importance of smooth handoff to humans
15:06 - Building unified digital experiences at Salesforce
18:45 - Success score transparency and customer insights
22:58 - AI-driven customer interactions and adoption
28:34 - Launching Einstein service agent
36:00 - Conversational future of customer service
40:03 - Voice-powered AI interactions
44:49 - B2C leading in digital customer experiences

Enjoy! I know I sure did…

Bernard's LinkedIn: https://www.linkedin.com/in/bslowey/

Today's episode is sponsored by Vitally. If you're in the market for a feature rich, easy-to-implement CSP - go sign up for a demo at vitally.io/digitalcx. If you take a qualified demo with them, you'll receive a free pair of AirPods!

Thank you to our sponsor, Vitally!
Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr!

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The Digital Customer Success Podcast is hosted by Alex Turkovic