The Exchange Fall 2019

The Fall Issue The Future of Service Get Dreamforce-Ready Six Essential Labs Apps Landin our Dream ob idest Dreamin R ecap And uch ore

Connecting tech TABLE OF with faith. contents Editor-in-Chief 6 APPYGAIL THE BOBCAT Editorial Directors ANDREW GOTHELF HOLLY RUSHTON Creative Director 10 RON LIM Senior Editor ROBIN WORONA Community Editor for you to find an expert to help transform your business. Search by AMANDA NELSON industry, location, ratings, and certifications. Consultants not only help you find the perfect solutions, but can help you implement them. 8 Program Managers CLAYELLE WOLF STEPHANIE SEGER Managing Editor 15 JESSICA CHARLTON Contributing Editors and Writers CHRISTINE LEE CONNIE DEA Copy Editor 14 DANIEL ACUFF The Exchange is a quarterly digital magazine produced by Salesforce. 16 20 Questions? Comments? Letters to the editor? Tweet them @AppExchange. © 2019 Salesforce AppExchange ON THE COVER: Are you ready for Though the season turns brisk, the future of service? that doesn't stop Appy from taking a stroll with Blaze. 2 THE EXCHANGE FALL 2019

Discover the right expert for your business needs with the new Consultant Finder. Introducing the AppExchange Consultant Finder. It's the easy, new way for you to find an expert to help transform your business. Search by industry, location, ratings, and certifications. Consultants not only help you find the perfect solutions, but can help you implement them. Try the Consultant Finder today > FALL 2019

EDITOR’S letter Stories of Transformation and a Thank You Technology is redefining standards, This bobcat app-solutely loves being your transforming the way people engage guide to this ecosystem every day, and — whether with brands, a piece of we are unbelievably honored and thrilled technology, or each other. The old rules that our customers, partners, and entire simply don’t apply anymore, and new Salesforce community helped us reach rules are being written and rewritten this accomplishment. Thank you all. at a breakneck pace. This issue of The In only a couple of short months, it will Exchange is all about transformation be the end of the year — and the end – how technologies like artificial of a decade — so don’t pro-cat-stinate intelligence and an increasingly mobile on reaching your goals for 2019. Take APPYGAIL THE BOBCAT society are shaping a new future of that extra trail, suggest that idea to your EDITOR-IN-CHIEF service, where customer experience is @APPEXCHANGE manager, step onto a different path. less about transactions and more about Transformation happens in the big interactions. moments and the small. We also highlight the stories of two (H)appy reading. Trailblazers, Ariel Ridley and Chris Harris, who each walked an unexpected path to launching an app on AppExchange, their lives transformed by learning and community. Also, AppExchange hit a pawsome 7 million installs over the summer. LEARN MORE ABOUT OUR SPONSORED SOLUTION IN THIS ISSUE. CATEGORY Admin and Developer Tools ACTION Automate deployments of complex relational data between Salesforce orgs. BENEFIT Simplify processes, save time, and drive more ROI. 4 THE EXCHANGE FALL 2019

Technology is redefining standards, – how technologies like artificial LET US DO manager, step onto a different path. the DETECTIVE WORK Finding a solution to business problems doesn’t have to be a mystery. Just log onto AppExchange and we’ll give you personalized recommendations based on your company’s growth and install history. FALL 2019

WHAT’S appening Behind the Labs: How a Salesforce Evangelist Connected a Community Ariel Ridley learned about PepUp Tech — a nonprofit helping underserved young adults build tech skills Throughout her three years at Salesforce, AppExchange technical evangelist Vanessa Chalem has been passionate about the use of technology to do good. It’s this passion that motivated her to create and launch a Salesforce Labs app for a community she is incredibly dedicated to. The Jewish Campus Connections app is built for Jewish leaders on college campuses, enabling them to stay connected her if this was the best fit given that my field wasn’t actually technical-based. She told me there were lots of options for with students, alumni, and donors. Customized to track Jewish information — such as affiliations and Hebrew birthdays — as well as university relations, Vanessa’s app is also flexible. “One of the best features is the ability to track spiritual milestones with students and automate follow-up reminders based on their engagements,” Vanessa told us. “The goal was to determine the top priorities to meet the needs of a broader Jewish leader on a college campus.” We asked Vanessa for advice for admins looking to build their own solutions in their Salesforce orgs. “Go for it! There are so many neat use cases that can be solved with the Salesforce Platform, and the more you dive in and get hands-on, the more you’ll learn and be able to bring your ideas to life.” unique opportunity to give a student that experience, so I reached out to Rebe de la Paz to find the right student.” Get Vanessa’s solution, Jewish Campus Connections, on AppExchange and find more Salesforce Labs solutions on AppExchange today. completing different trails on Trailhead and exploring in the org,” said Ariel. 3 neat tweets @HarshalaShewale @spotforpardot @KathyWaterworth It seems #Appy is having Astro is having a #Salesforce I am not distracted by shiny, new Tweet us. a great time in Pune, India! party with #Codey, #Appy and #TrailheadQuests at all!! We love to hear Thanks for featuring the #SercanteDragon! I rocked out with Appy and @appexchange earned the AppExchange what you’re up to. @GeraldineGray Solutions badge on @Trailhead. @appexchange @amandalnelson You should too! #AppyTrails @melissahilldees @eternussolution 6 THE EXCHANGE FALL 2019 FALL 2019

WHAT’S appening A Story of Great Beginnings with Ariel Ridley Ariel Ridley learned about PepUp Tech — a nonprofit helping underserved young adults build tech skills and experience — through the Black Tech Scholars program at the University of Illinois where she’s a senior communications major. While attending PepUp’s bootcamp, Ariel met Salesforce MVP Rebe de la Paz. “I actually went up to Rebe and asked her if this was the best fit given that my field wasn’t actually technical-based. She told me there were lots of options for with students, alumni, and donors. Customized to track Jewish information — such as affiliations and Hebrew birthdays me, and since then, she’s been a mentor to me.” — as well as university relations, Vanessa’s app is also flexible. After bootcamp, Ariel continued learning Salesforce and completed PepUp Tech’s 10-week online course. “That’s when I really got into Salesforce, hands-on learning about how to become an admin. A few months after that, Selina Suarez [PepUp Tech’s Founder and Executive Director] reached out to me that she had someone in Chicago interested in having an intern work with her to develop an app.” Enter Kelly Walker, Senior Lightning Adoption Consultant at Salesforce. “I had an idea for a project and knew I wanted to work with a PepUp Tech student. As much as I love Salesforce and the community, I’ve realized that it’s hard for new admins to get started. You need experience to get a job, but how do you get that experience? I knew I had a unique opportunity to give a student that experience, so I reached out to Rebe de la Paz to find the right student.” on AppExchange and find more “Kelly had an idea for an app that helped with the transition from Classic to Lightning. I was familiar with both by completing different trails on Trailhead and exploring in the org,” said Ariel. Ariel and Kelly met weekly to plan, build, test, modify, and pilot the app. “She [Ariel] led the project through the stages, and I would help where or how she needed me to,” said Kelly. Transition Helper for Salesforce Lightning went live on AppExchange in late June. “It was a long but rewarding experience. I enjoyed learning about the app listing process and deepening my knowledge of Salesforce,” Ariel said. So what’s next for Ariel? She recently took a position as a Customer Support Specialist at Copado Solutions, and will graduate next May. “I plan to create more apps in the I am not distracted by shiny, new future. I almost didn’t want [this project] to end because I was having so much fun. It’s rewarding to know there’s an app out there that can help people transition from Solutions badge on Classic to Lightning — and it’s an app that I’ve created. If you asked me a few years ago, I never would have thought that I would have done something like this.” FALL 2019 FALL 2019 THE EXCHANGE 7

WHAT’S appening Our Favorite Trailblazers: Spotlight on Rachel Rogers Rachel is a Certified Salesforce Administrator recently inducted into the Salesforce MVP Hall of Fame. With 15 years of Salesforce experience across multiple implementations, she’s focused on delivering quality solutions to business leaders and empowering them to manage their teams to innovative new heights. HOW DID YOU GET INVOLVED WITH SALESFORCE? It all started with the luckiest Google search of my life. In 2004, I was tasked with finding a CRM to replace our homegrown system and found a phone number for a young company called salesforce.com. WHEN DID YOU FIRST USE APPEXCHANGE? DO YOU REMEMBER THE FIRST APP YOU DOWNLOADED? It’s been so many years, I can’t recall. I was lucky enough to watch the AppExchange launch and turn RACHEL ROGERS into the powerful, resourceful engine it is today. Salesforce MVP Director of IT WHAT APP DO YOU FIND YOURSELF USING TIME AND TIME AGAIN? HD Supply Facilities Maintenance My go-to is Field Trip. Having a clean org is incredibly important. If you have too much junk it’s hard for people to report, processes get bogged down, and your ability to innovate at an accelerated pace is hindered. WHAT IS YOUR FAVORITE DREAMFORCE MEMORY? The best part of Dreamforce is the community. Getting to interact with innovators across industries has fitness tracker will be shocked at how much ground you led to some of my best creative moments. meetups. Add 20 minutes of walking to your daily fitness WHERE'S YOUR FAVORITE PLACE YOU'VE EVER TRAVELED TO? Recently I had the chance to go to Grenada. It was a very peaceful retreat that gave me time to focus and difference. come back ready for new challenges. It’s a gorgeous little island with very friendly people. WHO DO YOU CONSIDER TO BE YOUR MENTOR OR IDOL? I keep a small group of close confidents. We bring together diverse opinions, so decisions can be made by looking through different lenses versus one single viewpoint. It has helped me tremendously. WHAT DOES BEING A TRAILBLAZER MEAN TO YOU? Never giving up, embracing change, and helping others along the journey. The Trailblazer community has the ability to change the way others are impacted by the technology they run, the communities they live in, and the opportunities they provide. WHAT ADVICE DO YOU HAVE FOR OTHER TRAILBLAZERS? The only constant is change and the important thing is what we do with it. You will fail at times. Fail quickly, learn, and create the next great change movement that will empower people to forge forward. You have the ability to be the ultimate change agent in your family, your career, and the community. 8 THE EXCHANGE FALL 2019 FALL 2019

WHAT’S appening Get Dreamforce-Ready Before we know it, Dreamforce will be here again. This annual, four-day event brings together the entire Salesforce community — customers, partners, and employees — to share their stories and learn from each other. However, there’s so much to see and do, it can feel a bit overwhelming. Use these tips to prepare for this one-of-a-kind experience. Rachel is a Certified Salesforce Administrator recently inducted into the Salesforce MVP Hall of Fame. With 15 years of PLAN YOUR SCHEDULE This is an absolute must. With so many sessions and activities, it’s vital to have a schedule for each day. Only book three or four sessions per day so you can have time to explore and enjoy those unplanned moments. It all started with the luckiest Google search of my life. In 2004, I was tasked with finding a CRM to “I create a Quip spreadsheet that I can easily access on my phone. It has my sessions, keynotes, as well as all of my personal events that are not included in Agenda Builder, like meetups and the evening parties. I even include scheduled meetings with product managers, success managers, and vendors.” Shannon Zdanowicz, AppExchange All-Star MEET THE APPEXCHANGE STREET TEAM Comprised of Salesforce MVPs and AppExchange All-Stars, the Street Team helps bring the SHANNON ZDANOWICZ energy and excitement of AppExchange to Dreamforce attendees. Get to know this year’s AppExchange All-Star team, follow them on Twitter, and check out the latest apps they’ve been using. START WALKING Dreamforce is big — like, really big — and you and your fitness tracker will be shocked at how much ground you cover each day crisscrossing campus for sessions and meetups. Add 20 minutes of walking to your daily fitness routine. Also, picking the right shoes can make all the difference. “Go shopping or pick out an extra pair of shoes to bring that you can carry easily — you’ll want I keep a small group of close confidents. We bring together diverse opinions, so decisions can be made to switch into those when your by looking through different lenses versus one single viewpoint. It has helped me tremendously. feet get tired.” Maggie Jolitz, AppExchange All-Star MAGGIE JOLITZ AppExchange All-Star FALL 2019 FALL 2019 THE EXCHANGE 9

WHAT'S appening Landing Your Dream Job Advice from Trailblazers in the Salesforce Ecosystem People decide to transform their careers by learning Salesforce for all sorts of reasons. Some are experienced consultants who want to take their careers to the next level. Some are driven by their customers’ demand for Salesforce implementations. Others are inspired by the Ohana culture. Some want to advance their careers in the Salesforce Economy. We caught up with a few of our Trailblazers to hear about their experiences learning Salesforce. Here are their stories. Profile an SARATH BONTHA, SALES AND SERVICE CLOUD RESKILLER “I’ve been a consultant for many years. By 2012, all of my clients were asking about Salesforce. I was able to transition quickly. To supplement the technical learning, I networked, joined local community groups, and attended Dreamforce. Dreamforce was a game changer. Now customers who I helped implement other technologies years ago are calling me for help transitioning to Salesforce. My advice for those looking to reskill their careers with Salesforce is to get admin certified. The administrator certification gives you an overview of what’s possible on the platform, and can really take your career to the next level.” SIDY SIDIBE, SALESFORCE ADMINISTRATOR RESKILLER “I knew that getting trained on Salesforce would give me greater leverage over the types of projects I worked on and ensure I had an in-demand skill set. The transition has been pretty seamless with Trailhead. When I started the journey, I thought I’d just focus on getting admin certified. Now that I’ve seen all that the platform can do, I’m in 5. 110% and will continue on to get my developer and product certifications. With Salesforce, the sky is the limit — it’s Include custom headers, footers, progress bars, and paths, and neatly configure on the screen. growing so quickly and there are more clients looking to implement Salesforce than people qualified to do it. My advice to someone considering getting trained on Salesforce? Jump in.” JULIE ODONNELL, SERVICE CLOUD IMPLEMENTER “In May of 2017, I was tasked with migrating my Client Services team to Service Cloud … in a month and a half. Prior to this, I don’t even think I had a Salesforce login. I’ve learned pretty much everything from Trailhead. At first, I used it mostly for troubleshooting, but then I started diving deep and following the trails. Now, using Service Cloud, everyone at my company is on the same page and can see the same information.“ TO GET STARTED RESKILLING YOUR CAREER WITH SALESFORCE: Sign up here to learn about tailored resources and events. Follow us on social media @partnerforce #TrailheadforPartners. Take this career trailmix to get more familiar with Salesforce and the opportunities that exist within our ecosystem. Join your local user group to learn, meet others at various stages of their Salesforce career, and have fun. The sooner you can join the better, as these Trailblazers can be a great support system on your journey to and through certification. Explore Salesforce events coming up near you. 10 THE EXCHANGE FALL 2019 FALL 2019

WHAT’S appening 6 Salesforce Essentials Apps from Salesforce Labs If you’re a Salesforce Essentials customer, you already know it’s a great way to get the most out of Salesforce. With this out-of-the-box solution, you can start instantly with easy setup, sell smarter and faster with built-in intelligence, provide standout service across channels, and scale as you grow with a complete platform. With Salesforce Essentials, you have access to free and easy-to-use Salesforce Labs solutions on AppExchange. Looking for ideas that are right for your business? Here’s a short list of must-haves to get you started. 1. Profile and Permission Set Helper Streamline permissions management with an easy-to-use interface. 2. Dashboard Pal Use this component to display dashboards available in your org on all Lightning pages. 3. ProposalForce Create, search, and categorize RFP/RFI/RFx answers, track the status of RFPs and questions, to get admin certified. The administrator certification gives you an overview of what’s possible on the platform, and assign them to users, and generate documents from questions and answers. 4. Lightning Flow Inputs A Flow-optimized version of the Lightning input component, which includes input types such as checkbox, color, date, email, and more. journey, I thought I’d just focus on getting admin certified. Now that I’ve seen all that the platform can do, I’m in 5. Customizable Header and Footer 110% and will continue on to get my developer and product certifications. With Salesforce, the sky is the limit — it’s Include custom headers, footers, progress bars, and paths, and neatly configure on the screen. growing so quickly and there are more clients looking to implement Salesforce than people qualified to do it. My 6. Org Chart – Lightning Ready View the hierarchy, managers, peers, and reportees of any employee of the organization. It is ready to use from mobile or in any desktop view (Page, Quick Action, Utility). . At first, I used it Install these solutions to get more out of your Salesforce Essentials Edition from Salesforce Labs. system on your journey to and through certification. FALL 2019 FALL 2019 THETHETHE EXCHANGE EXCHANGE EXCHANGE 1111

WHAWHATT'S’S PARTNER SPOTLIGHT appappenineningg Meet Max Rudman, CEO of Prodly To put it simply, Prodly AppOps Release does for cloud applications what DevOps does for software development. It automates and streamlines the process, helping Salesforce admins migrate complex data between orgs quickly and cleanly. This means customers can go live faster and release changes efficiently and reliably. And that’s a good thing. We talked with Max Rudman, CEO of WHY DO YOU FEEL APPOPS IS THE Prodly, about the origins of AppOps IDEA WHOSE TIME HAS COME? and where he sees it going in the The shift to cloud computing future. pioneered by Salesforce has been MAX, YOU FOUNDED STEELBRICK. accelerating. And lately a slew WHY HAVE YOU CHOSEN TO STAY IN of next-generation, declaratively THE SALESFORCE ECOSYSTEM? configured applications democratized many complex I’ve been a part of the Salesforce categories of software such as CPQ, ecosystem since 2006 which was subscription billing, field service, very much at the beginning for work to move all that configuration and ecommerce. But the admin Salesforce Platform and the data manually. I knew there had to be experience and management AppExchange itself. I’ve really a better way. tools have not kept up. We believe enjoyed working with the progressive AppOps will change that, making customers I’ve found in the Our first product automated this complex B2B software even more Salesforce ecosystem who are always manual, tedious, and error-prone accessible and joyful to manage in looking to improve the way they process to a few clicks. We now have the process. run their businesses. And following over 100 enterprise customers using Salesforce’s acquisition of SteelBrick Prodly to make deployments of CAN YOU SHARE SOME OF YOUR in 2016, I’ve had the incredible configuration data for CPQ, Billing, MOST COMPELLING CUSTOMER USE opportunity to experience Salesforce Field Service Lightning, and other CASES FOR PRODLY? from the inside. I have tremendous apps more scalable and reliable. We have been in market for a little respect and admiration for Salesforce Enabling easier and faster updates over two years and we signed and what it stands for. to these mission-critical applications up over 100 customers. Both ultimately makes their businesses established brands like Johnson & TELL US A LITTLE ABOUT PRODLY: more agile which is a key component Johnson, Cardinal Health, and ADP, YOUR HISTORY, CURRENT OFFERINGS, of digital transformation projects and fast-growing tech startups like AND VISION FOR THE FUTURE. many of them have embarked on. Nutanix, Splunk, and Glassdoor. They The idea for Prodly was born out But we are not stopping there. primarily use Prodly to streamline of the pain we had at SteelBrick Our vision is to “operationalize” deployments of reference data for with deploying CPQ projects from management of complex apps Salesforce CPQ & Billing, though sandbox to production. Just the on Salesforce Platform. We call it some use us for reference data- reference (configuration) part of the “AppOps.” Similar to DevOps, which driven custom and third-party apps. data model had 53 different objects streamlines software development, And we are starting to see some that were highly interrelated. Our we want to streamline the entire momentum with other Salesforce most experienced Solution Architects administration lifecycle of packaged apps such as Field Service Lightning would literally take up to two days of cloud applications. and B2B Commerce. 12 THETHE EXCHANGE EXCHANGE FFAALLLL 22001199 FALL 2019 12

Read all about it. Get the latest AppExchange news. Want to get the inside scoop on all things AppExchange? Sign up for our newsletter. You’ll get the latest e-books, articles, webinars, and more – everything you need to extend Salesforce to any department or industry. Sign up now. cleanly. This means customers can go live faster and release changes efficiently and reliably. And that’s a good thing. Join us at bit.ly/appexnews configured applications subscription billing, field service, work to move all that configuration Our first product automated this configuration data for CPQ, Billing, reference (configuration) part of the data model had 53 different objects FFAALLLL 22001199 FALL 2019

WHAT’S appening Appy Dreamin’ in the Windy City In August, Salesforce community members gathered for Midwest Dreamin’ in Chicago. This community-led, community-run event is organized by regional Community Group leaders who bring a “super community group” to the Midwest for learning and networking. This year’s Midwest Dreamin’ delivered over 40 sessions, covering hands-on training to emotional detox, plus keynote Salesforce leaders including Kris Lande, VP, Trailhead Marketing. Twenty partners battled it out in Demo Jams, with Mogli SMS taking home the trophy thanks to a fresh, fun rap. WHAT HAPPENED IN 2017? I’ve had health issues since an adverse reaction to medication in 2015. But in 2017, During this exciting event, AppExchange brought fun to the Windy City. Attendees stopped by our Chicago-themed photo booth and grabbed a limited edition Midwest Dreamin’ Appy sticker. We also asked community members how AppExchange solutions helped overcome a business challenge this year, plus to share their favorites. See what they had to say and check out all the photos in our Facebook album. The surgery fixed my heart but left me with other issues. I was struggling with my new Trailhead is fun, clear, and rewarding. My goal was to get admin certification and become certification exam soon after. Two years later I have over 350 badges. As time and health 14 THE EXCHANGE FALL 2019 FALL 2019

WHAT’S appening From Hospital Bed to App Builder: The Story of Chris Harris A few years ago when Chris Harris faced a sudden health crisis, he threw himself into learning Salesforce and building a human resources app called Cloud HR. We sat down with Chris to learn about his journey from idea to app, and the hurdles he overcame along the way. His story is truly inspirational. WHAT HAPPENED IN 2017? I’ve had health issues since an adverse reaction to medication in 2015. But in 2017, I developed episodes of chest pain. After numerous hospital admissions, I was diagnosed with severe coronary artery disease. I needed immediate surgery to save my life. HOW DID YOU RECOVER AND FIND SALESFORCE? The surgery fixed my heart but left me with other issues. I was struggling with my new CHRIS HARRIS reality and needed to focus my mind on something else. I chose to learn Salesforce. Salesforce MVP I quickly realized Trailhead was the key to building my knowledge. I set aside a few hours CTO, Cloud HR a day to focus on learning. HOW WAS THE PROCESS? Trailhead is fun, clear, and rewarding. My goal was to get admin certification and become a Trailhead Ranger within a year. Ranger took about six months and I passed the admin certification exam soon after. Two years later I have over 350 badges. As time and health allows, I add more. HOW DID YOU GET THE IDEA FOR YOUR APP? I decided that the best way to fully learn the platform would be to design and build an application. I’d designed and built human resources apps on other platforms, so I wanted to build a solution for smaller organizations on Salesforce. HOW DOES IT FEEL TO HAVE YOUR FIRST APP ON APPEXCHANGE? The journey was challenging. I used the Salesforce Community as a sounding board, and made many supportive friends. When Cloud HR passed security review in July 2019, it felt like a huge weight was lifted from my shoulders. WHAT ADVICE DO YOU HAVE FOR OTHER TRAILBLAZERS? Diving into something new helps you heal and focus on the future. Set goals that are achievable but challenging. Get involved in the community by attending or running community groups and conferences. Check out Chris’s app Cloud HR on AppExchange and connect with him on the Trailblazer Community. FALL 2019 FALL 2019 THE EXCHANGE 15

Great service means different things to different people. look like it did 20, 10, or even just five years ago. FALL 2019

By Holly Rushton Illustrations by Ron Lim Great service means different things to different people. For some, it means a one-on-one conversation with an associate who knows who you are and has details about your buying history. For others, it’s a swift response on social media to a complaint or a chatbot with answers to commonly asked questions. Expectations of what constitutes exceptional service are changing and diversifying, taking many shapes and forms. However, one thing is certain: Service — and the customer experience — doesn’t look like it did 20, 10, or even just five years ago. FALL 2019 THETHE EXCHANGE EXCHANGE 1717

“I’m a firm believer, and fingertips, should we choose to We’ve been talking about the and customer service and that goals are being involved earlier Fourth Industrial Revolution have done a superior job of in the customer journey, and it’s in the field, in the office, or and its impact for awhile, but strategically mapping their organizations are starting to to handle only the most difficult the truth is we’re still in the early customer touchpoints. Everyone actively identify and break down stages of what’s poised to be else is playing catch-up.” silos in order to gain a true, a radical, unprecedented era Bob Hebeisen, Senior Director of holistic view of the customer. of change. Even experts can’t Marketing, Glance Networks “Transformation is an investment predict what will come to be. But there are no shortcuts to that pays dividends; more than Thanks to the introduction, transformation. No playbook. just keeping up, it’s about getting acceptance, and normalization ahead and staying competitive of technology like AI, IoT, smart New ideas could be a smash hit devices, and more in everyday in one industry but completely in a quickly changing economic life, customer expectations and global environment.” miss the mark in another. Fleeting Marisa Hambleton, Salesforce and more redefine on a regular continue to grow at a rapid pace. trends that a business may invest MVP In fact, 75% of customers say hours into come and go. But they expect companies to use great customer service – and, in THE NEW ROLE OF THE new technologies — like AI — to turn, a great customer experience SERVICE AGENT create better experiences.* To – will never miss the mark. And keep up, businesses are investing with this surge of technologies Arguably, an even more heavily in transformation, rewriting customer standards, the interesting revelation is the planning and strategizing C-suite is taking note. change in the service agent their next steps carefully and role. Becoming increasingly constantly. Customer service, once important, today’s agents “Customer expectations for positioned as a post-sale focus, are tasked with building service are being driven by is now viewed as a strategic pillar relationships and driving in more and more organizations. revenue, replacing traditional digital-first companies like Major investments are being tasks with challenging, high-value Amazon that are on the leading made — and not just in a budget work. edge of customer engagement sense. Service priorities and 18 THE EXCHANGE FALL 2019 FALL 2019

“I’m a firm believer, and Adam Menzies, Vice President, JODI WAGNER: With customers always have been, that every Consulting Services at CGI and becoming smarter and more employee of every company Trailblazing Partner versed in products and services, is a salesperson. If you’re not Bill Powell, Salesforce MVP it’s important for companies to building relationships, you’re deliver an easy and seamless an order taker. With the tools Bob Hebeisen, Senior Director of experience in a customer’s we have at our disposal in the Marketing at Glance Networks preferred channel with self- Fourth Industrial Revolution, we service being at the top of have relationship history at our Jodi Wagner, Salesforce MVP that pyramid. Being able to let fingertips, should we choose to a customer help themselves use the tools. There is no better Marisa Hambleton, Salesforce in online communities — but time to be a service agent, or MVP and Entrepreneur connect to an agent via SMS, a salesperson, than today. You WHAT IS YOUR VISION OF THE live chat or phone — is vital. have a shorter runway to build FUTURE OF SERVICE? Chatbots are important for those solid relationships while also easy questions customers may building long-lasting equity with MARISA HAMBLETON: have, irrespective of channel, The future customers,” said Salesforce MVP of service is about relationships, but don’t for a second think Bill Powell. organizations seeking a we've seen the end of the With the rise of AI, bots, and positive-sum and engaging phone call. That is now key to self-help knowledge bases, it has experience for their customers. meaningful conversations to become the technology’s job to It’s customers seeking to be create lasting relationships with routinely handle easy-to-solve met where they are, whether customers. Gone are the days of transactional service – it’s all problems, leaving human agents it’s in the field, in the office, or in person. Service is integral to about the customer experience. to handle only the most difficult organizations and vital to long- and complex issues. “Businesses term success. Customers want BILL POWELL: I look toward should recruit the most skilled to know that “you get me” when retail as to what the future problem solvers, and must choosing where they will buy or of service looks like. When I equip them with technology and with whom they’ll do business. see companies like Sears and training that lets them do their Toys R Us fall, it’s because they job at the highest level,” said ADAM MENZIES: Our vision of drew a line in the sand in how just keeping up, it’s about getting Bob Hebeisen, Senior Director of the future of service at CGI is they wanted to work with their Marketing at Glance Networks. a place where customers and customers, whereas companies in a quickly changing economic citizens feel like companies and like Amazon, Disney, T-Mobile, Salesforce MVP Jodi Wagner echoed this thought: “Utilizing governments truly “know them.” and more redefine on a regular AI and chatbots frees up your This means understanding not basis how they interact with their In fact, 75% of customers say only their current issue they agents to really service your need help on but knowing what customers in meaningful ways journey that person is on and …[and lets] them focus on how the larger goals they have for it. they can best assist customers This will truly give context to the and capture customer loyalty.” service team, which likely will What other questions are include humans and AI bots, to keeping experts up these days? think about the issue at hand but also how someone got here Five Salesforce MVPs and and where they want to go in the partners who are experiencing longer-term. This knowledge will and adjusting to this accelerated lead to real empathy with the digital-first companies like pace of change every day share person you are serving, and that thoughts and expertise: is what is at the core of a true service-oriented relationship. FALL 2019 FALL 2019 THE EXCHANGE 19

the ready to deliver specific of our first interactions with a what is out there and finding the the definition of customer customers and provide the best things can we implement today customers. We believe that the experience possible, breaking to continue to build on the trust use of technology and artificial down barriers from traditional our clients have with us? intelligence is an enabler to “sales” and “returns” and JODI WAGNER: In my allow our people to spend more making everything one smooth organization, we’re working to time building relationships with transaction that is centered make customer experiences less those they serve, and that has around omni-channel support, transactional and more strategic led to us spending more time convenience, and relationship- as we position ourselves as their internally training people in the driven service. Omni-channel trusted partner. We’re utilizing skills they need for those closer support is crucial for the future relationships with our customers. built with a significant cost of service. I personally will not Salesforce to track interactions interact with companies unless and communicate in multiple WHAT TOOLS ARE YOUR I can live chat, tweet, or quickly channels while providing ORGANIZATIONS USING TO transparency in process efforts. DRIVE NEXT-LEVEL CUSTOMER email them for a response with a industry-specific apps, personalized (and speedy) return ADAM MENZIES: We are investing ENGAGEMENT AND SERVICE? of my message. JODI WAGNER: in adding intelligence and We utilize Pardot HOW IS YOUR COMPANY TAKING awareness to our 150+ software for engaging with customers. STEPS TO KEEP PACE WITH products. We also believe We are still high-touch with INCREASED CUSTOMER SERVICE that technology isn’t the only customers in the consulting EXPERIENCE EXPECTATIONS? growth area in solving problems space. that are ultimately about MARISA HAMBLETON: We MARISA HAMBLETON: We people. We have built human- are focused on high-touch are incorporating self-service centered design approaches interactions, so we’re investing tools and planning a customer into everything we do, from in productivity tools and community. Customer education first conversations to putting automation that help us do and empowerment is a big part products into use alongside our more with less. We leverage as of how we provide service. The many of the Salesforce Platform’s easier it is for customers to help standard features as possible themselves, the more productive since we are a small organization. and confident they are. Productivity tools like Cirrus BILL POWELL: More than Insight help our team keep anything, we listen to our pace with email and calendars. customers and take constant We’ve seen a correlation in the feedback. How can we be better, increased revenue and customer faster, more flexible? What small satisfaction. 20 THE EXCHANGE FALL 2019 FALL 2019

ADAM MENZIES: Recently, we components, and snap-ins at in our part of the solution and built a chatbot for a product the ready to deliver specific knowing we need others to help that now handles over 80% experiences for companies. if we’re really going to transform of our first interactions with a With the ecosystem as large and service experiences — we can’t do client, most of the time solving robust as ours is, understanding it alone. Partnerships can spring the most common asks without what is out there and finding the up and grow in many places we human involvement at all. While right partner that aligns with your never expected, so you have to this can sound impersonal, company’s values is imperative approach every conversation what it truly does is solve most to delivering the best customer with a curious mindset of how people’s problems faster while experiences. you and another partner might giving our human agents more work together on creative time to work directly with our MARISA HAMBLETON: Trusted solutions now and in the future. customers on the hardest relationships within the problems they have. ecosystem is a key part of As the future unfolds and delivering high levels of customer the definition of customer HOW DO YOU LOOK AT AN service. Relying on the expertise experience continues to change, OPEN ECOSYSTEM OF PARTNERS of our team and partners is new tools, technologies, and use of technology and artificial AND TECHNOLOGY AS BEING essential to our business. industry trends will impact BENEFICIAL TO DELIVERING NEXT- how organizations create LEVEL CUSTOMER SERVICE? ADAM MENZIES: At CGI, we meaningful connections with see the mesh-style ecosystem their customers. However, it’s BILL POWELL: I think the “build as a critical approach for clear that relationships — and not or buy” methodology is more organizations to meet the simply technology — is the driver relevant now than ever. In the rapid changes in expectations for lasting transformation in this past, everything had to be in service experiences among new era of service. built with a significant cost customers, citizens, and internal of capital and opportunity employees. This approach cost. However, in 2019, requires more openness than * “State of the Connected there are prebuilt in the past because we have to Customer” report. third edition. transparency in process efforts. industry-specific apps, all be willing to see ourselves Salesforce Research. awareness to our 150+ software first conversations to putting and confident they are. faster, more flexible? What small FALL 2019 FALL 2019 THE EXCHANGE 21

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