How Salesforce Service Cloud boosts customer experience and loyalty

🤝 NiCE is expanding its partnership with Salesforce to deliver enhanced end-to-end customer service workflow orchestration. In The Collab Collective’s latest blog, we explore how this deeper integration improves CX, streamlines operations, and reflects the growing role of AI and automation in enterprise workflows. Read the full article here: https://lnkd.in/gMZqQAu4 #NICE #Salesforce #CX #CustomerExperience #FutureOfWork #CollabCollective

This week, leading customer experience providers are making big moves, from expanding into new markets to rolling out advanced AI solutions. Here are some highlights from CX Dive's top stories: 1) Salesforce launches Agentic IT Service, promising "minutes, not hours" resolutions. 2) Genesys expands partnership with ServiceNow, introducing Agent2Agent (A2A) orchestration to automate cross-platform resolution flows. 3) ServiceNow introduces Agentic Playbooks, which provide step-by-step workflow automation using both AI and human input. 4) RingCentral acquires CommunityWFM, enhancing RingCX's full workforce management and optimization capabilities. To learn more about how these changes may affect CX and IT service delivery, read the CX Today article by Charlie Mitchell: https://lnkd.in/eKJgj2VA

Genesys and ServiceNow deepen their partnership to deliver Agent2Agent (A2A) orchestration, unifying AI agents for seamless customer experiences - https://lnkd.in/gFdj4pkW “Our partnership with ServiceNow is accelerating the path to universal agentic orchestration,” said Olivier Jouve, chief product officer at Genesys. #CustomerExperience #AgenticAI #A2AOrchestration #Genesys #ServiceNow #TechIntelPro

🚀 Delivering great customer experience isn’t optional anymore — it’s the key to business growth. That’s where Salesforce Service Cloud comes in. It helps businesses streamline support, boost efficiency, and keep customers happy. Swipe through 👉 to see how Service Cloud can transform your business. #CustomerExperience #Salesforce #ServiceCloud #DigitalTransformation #CX #CustomerSuccess #CRM

🚀 Maximize Customer Support with Salesforce Service Cloud At The Growth Technologies, we empower businesses to deliver world-class customer service experiences by leveraging the power of Salesforce Service Cloud. 🔍 Why Service Cloud? Salesforce Service Cloud is not just a help desk — it's a complete solution to streamline your customer support, case management, and service automation, leading to stronger retention and higher customer satisfaction. ✅ Our Strategy: We believe in aligning Service Cloud implementation with your unique business needs. Our strategic approach includes: 🎯 Customer Journey Mapping – Understand every touchpoint to deliver contextual service. 🧩 Omnichannel Enablement – Seamless support across email, phone, chat, SMS, and social media. ⚙️ Automation with Flows & Macros – Reduce response time with intelligent workflows and self-service. 🔧 Tactics That Drive Results: Case Auto-Assignment & Escalation Rules – Ensure the right agent handles the right case at the right time. Knowledge Base Setup – Empower agents and customers with consistent, searchable answers. Einstein AI Integration – Predictive insights and recommended actions to boost first-contact resolution. SLAs & Milestones – Monitor and meet service levels effectively. 📈 Whether you’re looking to implement, optimize, or scale your Service Cloud environment, our certified experts at The Growth Technologies are ready to guide you at every step. 💬 Let’s discuss how we can elevate your customer experience. [info@thegrowthtechnologies.com] #Salesforce #ServiceCloud #CustomerSuccess #CRM #TheGrowthTechnologies #DigitalTransformation #CustomerExperience #SupportAutomation #SalesforceConsulting

Genesys has underscored their Q2 FY2026 financial results at Xperience 2025. Genesys Cloud ARR reached nearly $2.2B (nearly 35% YoY), AI ARR exceeded $250M, over 55% of customers use at least one AI capability, and net revenue retention topped 120% over the last four quarters. Product news centered on agentic AI: more autonomous Copilot/Virtual Agents, new capabilities for Work Automation, the introduction of "Genesys Cloud Associate" to link front/back office, and an expanded ServiceNow partnership. Most new capabilities target availability in Q4 FY2026. Genesys is using new capital and partnerships to become an enterprise-wide orchestration platform. The July $1.5B investment from Salesforce and ServiceNow supports deeper product integrations and stronger market reach, while the now expanded ServiceNow partnership enables cross-department automation through agent-to-agent collaboration. Genesys' goal is to be a broader player in workflow automation and AI operations across service, sales, and back-office functions. Large enterprises will benefit most from Genesys' announcements (especially those consolidating CX platforms), alongside IT leaders looking for stable AI providers with clear rollout plans. But both prospects and current customers will need to work closely with Genesys on implementation, as many (especially mid-market) organizations aren’t yet ready for the cost and operational challenges of AI-heavy, usage-based models. The potential is significant, but success will depend on disciplined integration, strong data foundations, and careful cost management. Read on: https://lnkd.in/gPK-rCvC

Im often asked: What’s the difference between CCaaS, UCaaS, and CPaaS? Here’s a simple way to think about it: ▶️ CCaaS (Contact Center as a Service): A cloud-based platform that helps businesses deliver seamless, personalized customer experiences across every channel. ▶️ UCaaS (Unified Communications as a Service): The foundation for modern teamwork, bringing together voice, video, messaging, and collaboration in one secure, scalable platform. ▶️ CPaaS (Communications Platform as a Service): Flexible APIs that allow companies to embed real-time communication voice, SMS, video directly into apps and workflows. At 8x8, we’re proud to be an industry leader that unifies CCaaS, UCaaS, and CPaaS into one integrated cloud communications platform helping organizations break down silos, improve productivity, and deliver world-class customer and employee experiences, and CPaaS Is Reshaping Contact Centers for the Omnichannel Era If you’re exploring how to modernize your communications strategy and create lasting impact for your customers and teams, let’s connect. https://lnkd.in/gU5DeXsF #8x8CPaaSLevelUp #CPaaSLevelUp #CloudCommunications #CX #UCaaS #CCaaS #CPaaS #DigitalTransformation #FutureOfWork #AI #CustomerExperience #TeamCollaboration

Discover the untapped potential of Salesforce Service Cloud’s Winter ’26 updates that could revolutionize customer engagement. 1. Trend Alert: Enhanced AI and Automation - Salesforce continues to integrate AI for smarter service solutions. - Automation features are refining customer interaction and workflow. 2. Salesforce Insights: Optimizing Customer Experience - AI-powered recommendations are becoming more intuitive. - Enhanced chat capabilities improve real-time customer support. 3. Challenges and Opportunities - Balancing AI and human touch remains crucial. - Adopting new features requires strategic planning and training. 4. Actionable Steps for Salesforce Professionals - Assess current service processes and identify areas for AI integration. - Train teams on new features to maximize their potential. - Regularly review the impact of these updates on customer satisfaction. Embrace these updates to stay ahead in delivering exceptional customer service experiences.  🔗 Link in 1st comment 🔗 Article from salesforceben(dot)com #Salesforce #Digitaltransformation #Awesomeadmin 💡 I share each day the latest insights and tips on Salesforce, Pardot, Marketing Cloud, Data Cloud, and Agentforce. Follow #AlexandreSFDC to stay updated with all the news and strategies! 🔔 Turn ON the bell notification on my LinkedIn profile

Are manual workflows holding back your business's efficiency and growth? In today's fast-paced digital landscape, automating routine tasks is crucial to stay competitive, improve accuracy, and free up valuable time for strategic initiatives. Without automation, teams often drown in repetitive processes, leading to errors and delays that can impact customer satisfaction. n8n is a powerful workflow automation platform that uniquely combines AI capabilities with business process automation, giving technical teams the flexibility of code with the speed of no-code. ✔️ Build complex multi-step AI-driven workflows with drag-and-drop or code for precision ✔️ Self-host and control your data securely on-premise or in the cloud ✔️ Integrate over 500 apps and custom tools to create intelligent, multi-step agents easily Get Started with n8n for Free Today - https://lnkd.in/dHb9pd_i #DigitalMarketing #marketing #SaaS #B2B #SMB

153/365 - Days of CX Insights! Technology & Innovations Cloud vs. On-Premise — What’s Best for CX? When organisations evaluate their customer experience technology stack, one of the first big decisions they face is deployment model: cloud or on-premise. Both approaches have strengths and weaknesses, and the choice has a direct impact on how effectively CX can be delivered. This isn’t just a technology decision. It’s a strategic CX decision. The Case for Cloud * Agility & Innovation Cloud platforms deliver faster access to new features and updates, helping businesses stay ahead of rising customer expectations. * Scalability As customer volumes fluctuate, cloud allows businesses to scale up or down without major infrastructure investment. * Anywhere, Anytime Access Perfect for hybrid and remote teams, ensuring employees can support customers seamlessly from any location. * Lower Upfront Costs Shifts spending from heavy capital investment to flexible operating expenses. The Case for On-Premise * Control & Customisation On-premise systems can be heavily tailored to unique business processes and compliance requirements. * Data Sovereignty For industries with strict regulations, keeping data in-house can provide reassurance and compliance control. * Legacy Integrations Some organisations with deeply entrenched legacy systems find on-premise easier to align with their existing environment. CX Impact: Key Considerations 1. Speed of Change If your customers’ expectations evolve rapidly, cloud may give you the agility you need. 2. Compliance & Risk If your industry has strict data governance rules, on-premise might still be required. 3. Employee Enablement Remote-ready and mobile-friendly solutions (often cloud) ensure staff can support customers anywhere. 4. Total Cost of Ownership Consider not just today’s costs but long-term maintenance, upgrades, and innovation potential. The Hybrid Reality For many organisations, the answer isn’t strictly cloud or on-premise, it’s hybrid. Core services may move to the cloud for agility, while sensitive systems stay on-premise. The challenge is ensuring both environments work together seamlessly for a unified customer experience. Final Reflection The best deployment model for CX isn’t about IT preferences, it’s about what empowers customers and employees most effectively. Cloud offers speed, scale, and continuous innovation. On-premise offers control and assurance. The winning choice is the one that aligns with your customer promise, regulatory environment, and long-term CX vision. #365DaysofCX #CustomerExperience #CXTechnology #CloudCX #CXStrategy #thatCXGuy