Lauren Wood

So prior to joining Salesforce, Michael had a pivotal role in founding Gartner's CRM practice and spent two decades there focused on helping organizations around the globe improve their customer support and service. And Michael has extensive experience in sales.

So prior to joining Salesforce, Michael had a pivotal role in founding Gartner's CRM practice and spent two decades there focused on helping organizations around the globe improve their customer support and service. And Michael has extensive experience in sales.

So prior to joining Salesforce, Michael had a pivotal role in founding Gartner's CRM practice and spent two decades there focused on helping organizations around the globe improve their customer support and service. And Michael has extensive experience in sales.

cutting edge AI implementation that we're going to dive into today and really understand how organizations can build their teams and their processes and their data effectively in order to really drive customer experiences of the future forward. Michael, so wonderful to have you on the show.

cutting edge AI implementation that we're going to dive into today and really understand how organizations can build their teams and their processes and their data effectively in order to really drive customer experiences of the future forward. Michael, so wonderful to have you on the show.

cutting edge AI implementation that we're going to dive into today and really understand how organizations can build their teams and their processes and their data effectively in order to really drive customer experiences of the future forward. Michael, so wonderful to have you on the show.

So today I am so excited to talk about our favorite topic, AI and customer experience, because pretty much every organization, I think it's safe to say, is looking to benefit from generative AI in their business. And there's a paradox to this, which is there are great efficiencies to be had, but there is a risk of failure. impacting the customer experience negatively if we don't do it correctly.

So today I am so excited to talk about our favorite topic, AI and customer experience, because pretty much every organization, I think it's safe to say, is looking to benefit from generative AI in their business. And there's a paradox to this, which is there are great efficiencies to be had, but there is a risk of failure. impacting the customer experience negatively if we don't do it correctly.

So today I am so excited to talk about our favorite topic, AI and customer experience, because pretty much every organization, I think it's safe to say, is looking to benefit from generative AI in their business. And there's a paradox to this, which is there are great efficiencies to be had, but there is a risk of failure. impacting the customer experience negatively if we don't do it correctly.

And so I'm curious to know your opinions and thoughts around what are some of the common misconceptions around generative AI and how we're using it in the customer experience space. And then we'll go on from there, but we'll start there.

And so I'm curious to know your opinions and thoughts around what are some of the common misconceptions around generative AI and how we're using it in the customer experience space. And then we'll go on from there, but we'll start there.

And so I'm curious to know your opinions and thoughts around what are some of the common misconceptions around generative AI and how we're using it in the customer experience space. And then we'll go on from there, but we'll start there.

It's so exciting. I mean, even a few years ago as I was leading a customer service team and we're like using four tools in order to get a picture of the customer, it felt crazy, but there wasn't really another option. And all of a sudden it feels like we can have it all in one place. And it's really, really cool the way that Salesforce has been approaching it with the agents and

It's so exciting. I mean, even a few years ago as I was leading a customer service team and we're like using four tools in order to get a picture of the customer, it felt crazy, but there wasn't really another option. And all of a sudden it feels like we can have it all in one place. And it's really, really cool the way that Salesforce has been approaching it with the agents and

It's so exciting. I mean, even a few years ago as I was leading a customer service team and we're like using four tools in order to get a picture of the customer, it felt crazy, but there wasn't really another option. And all of a sudden it feels like we can have it all in one place. And it's really, really cool the way that Salesforce has been approaching it with the agents and

And really, this agentic AI, you've been leaning hard into agentic AI. And there's so much to come that I'm so, so, so excited about. And we're going to get to all the good use cases and all this good stuff. But I'm curious to know, you get to see a lot of different implementations. And we don't need to name names, but where have you seen organizations maybe do it wrong?

And really, this agentic AI, you've been leaning hard into agentic AI. And there's so much to come that I'm so, so, so excited about. And we're going to get to all the good use cases and all this good stuff. But I'm curious to know, you get to see a lot of different implementations. And we don't need to name names, but where have you seen organizations maybe do it wrong?

And really, this agentic AI, you've been leaning hard into agentic AI. And there's so much to come that I'm so, so, so excited about. And we're going to get to all the good use cases and all this good stuff. But I'm curious to know, you get to see a lot of different implementations. And we don't need to name names, but where have you seen organizations maybe do it wrong?

What are some of the common pitfalls that you're seeing people fall into as they're implementing AI? Yeah. that we need to be aware of and kind of move away from.

What are some of the common pitfalls that you're seeing people fall into as they're implementing AI? Yeah. that we need to be aware of and kind of move away from.