The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I. Inside Salesforce: Driving Customer Value with AI & Automation with Bernard Slowey, VP of Digital CS | Episode 071
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Sep 24, 2024 Bernard Slowey, VP of Digital Customer Success at Salesforce, spearheads the transformation of customer service through cutting-edge digital tools. He dives into the importance of unifying support and training portals, enhancing customer self-service, and ensuring seamless transitions between digital and human interactions. Bernard discusses Salesforce's innovative AI tools, like Einstein, that drive personalized service, and emphasizes the role of data in improving customer engagement and accountability for better outcomes.
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Bernard's AOL Beginnings
- Bernard Slowey began his career at AOL working in a call center while in college and then became a technical trainer.
- These early experiences with direct customer interaction grounded his approach to customer success and service.
Microsoft's Growth Mindset Shift
- Satya Nadella transformed Microsoft by fostering a growth mindset versus a fixed mindset.
- Engaging deeply with customers and asking questions was crucial to this transformation.
Definition of Digital Customer Success
- Digital customer success uses technology and data to help customers achieve their desired outcomes.
- Effective digital success meets customers where they are, enabling self-service and smooth human handoffs.