Category: CRM

“You are caller number 10; please stay on the line.” A few years ago, a phone message like this from a company was a standard part of the customer experience.  But today, customers expect more. They expect callback options. They expect to open a chat window on your website, or send a text message or […]

Predictive analytics — everyone in the insurance world is talking about it. But what is it, and how can predictive analytics help you grow your brokerage client list?  Here’s a quick definition: predictive analytics takes scattered pieces of data from across your systems, organizing them to assess what has happened in the past. Then, using […]

First impressions matter. A poor onboarding process can set the wrong tone – for wealth managers trying to grow their assets under management (AUM) — and for clients who entrust their assets to someone new. Leaders in digital transformation at wealth management firms are seizing on this fact, with nearly half saying their biggest tech investment […]

As we consider how designers and users with disabilities bring their experiences into the professional world, a particular question comes to mind: who gets to have a good experience with technology? When we can understand and relate to all users, the answer should be simple: everyone. By designing with and for people with disabilities, we […]

After hiring boomed in the first quarter, companies are now assessing their talent needs. One field that is expected to continue growing faster than average in the next decade includes the user experience (UX) designer. Could hiring for this role support your business? A UX hire can help avoid design debt, strengthen customer relationships, and […]

A survey of over 2,700 people in the U.S. found 42% of those asked could not name one single prominent Asian American. Many weren’t able to name Vice President Kamala Harris, Star Trek actor and activist George Takei, or Alphabet (Google) CEO Sundar Pichai — this data reaffirms actor Steven Yeun’s quote in a New […]

Hybrid work has existed long enough, and in large enough numbers, that researchers have identified why some organizations are more successful with it than others. It comes down to three things: tools, training, and team building.  Pre-pandemic, only 8% of the 60 million U.S workers whose jobs could be done remotely worked exclusively at home, […]

Emily Witt and Nicholas Feinig contributed reporting to this article. Consumers rely on customer service agents for help with everything from address changes to insurance claims. But frontline agents are leaving their jobs en masse, citing burnout and lack of flexibility – a recent Salesforce survey found 71% of agents have considered leaving their job […]

Many titans of the Web 1.0 and 2.0 eras have been relegated to the dustbin of history, rendered irrelevant or knocked out altogether for failing to evolve and give consumers what they want. As we sit on the precipice of the more decentralized and immersive Web 3.0, more commonly known as Web3, today’s companies need […]

The Summer ’22 Release preview is here! There are great new features and enhancements for you to explore. You’re probably wondering: why should I care? What’s in it for me? How is it possible that Salesforce can help my business in even more ways? We release hundreds of new products, features, and enhancements three times […]