A few nights ago, I was tethered to my phone’s hotspot, laptop barely hanging on, trying to finish one last virtual meeting before the battery gave out. It was our third major storm this year. Another giant tree — one of the many in our beautifully wooded neighborhood — snapped a power line. Again. Now,
When Salesforce first launched Financial Services Cloud (FSC) in 2016, it gave financial institutions a unified data model that reshaped how they worked with Salesforce. It brought order to what had previously been a patchwork of customizations. Since then, Salesforce hasn’t stopped evolving FSC — and more recently, much of that evolution has been focused
At Dreamforce last year, I was moderating a panel on guided selling with analytics and AI when an audience member asked how I thought Agentforce would impact analytics solutions. My off-the-cuff response was that in terms of analytics, “the questions remain the same, but now we have another mechanism through which we can deliver those
The energy at Salesforce Connections 2025 in Chicago was undeniable. But beneath the surface of exciting networking among fellow consultants, digital marketers, and AI enthusiasts, a fundamental industry shift was taking place. Connections wasn’t just another conference; it was the formal unveiling of a new paradigm: the agentic era of marketing. The key takeaway is
AI in financial services has officially moved from exploration to execution. We’re past the point of exploration. Leaders aren’t asking if AI fits into their strategy — they’re focused on making it work with confidence, compliance, and clear business value. That shift was front and center at the Agentforce World Tour. A few weeks ago,
“It feels like this system was designed for management, not for me to serve my customers!” Sound familiar? If you’ve spent any time with relationship managers or bankers after a typical CRM rollout, you’ve probably heard a version of this. It’s a frustration I encounter regularly when working with financial services clients who implemented another
How do today’s contact centers measure success? It’s more than just answering the phone, responding to a chat, or replying to emails. Success is about providing excellent customer service efficiently. To do that, customer service leadership tracks key metrics that show how well the contact center is performing. Think of these metrics as vital signs
Think of a contact center as a busy intersection of businesses and individuals looking for help and agents (ideally) providing best-in-class support. Information is constantly flowing, with agents directing traffic, ensuring every customer gets the right information to get where they need to go. Salesforce Service Cloud is a powerful platform that provides the tools
“We tried to do everything at once… and the project collapsed under its own weight.” We see it all the time: a bank or wealth firm embarks on a Salesforce Financial Services Cloud (FSC) journey with the best of intentions. The project team packs every possible feature, workflow, and integration into phase one. Everything but
Companies exploring ways to modernize their product-to-cash process are taking a hard look at Salesforce Revenue Cloud Advanced (RCA) — and for good reason. RCA offers a flexible, AI-powered, and agent-friendly platform that represents significant advancements from the legacy managed packages it’s meant to replace. Let’s look at five key drivers behind the shift to