The world’s number one CRM, Salesforce, kicked off its Auckland Basecamp event this week, with over 1,000 marketing and technology professionals registered to share their digital transformation journeys.
Robert Wickham, Salesforce APAC Regional Vice President for Platform & Emerging addressed a full auditorium of partners, cloud specialists and Kiwi trailblazing brands that include; BNZ, Fisher & Paykel and Fonterra.
“We live in exciting times – it’s an incredible time to be alive. We are accelerating towards a world where everything is becoming more connected and more intelligent. At Salesforce we have been working to build the customer success platform to allow you to connect with your customers in a whole new way. To manage the entire lifecycle of interactions you have with your customers,” Wickham said.
During the keynote, Wickham demonstrated how AI is redefining consumer interaction with insight into how TicketMaster and Marriott are driving intelligent engagement and achieving customer success.
Later in the day, New Zealand appliance company Fisher & Paykel led a session on the roll out of the Marketing Cloud, Commerce Cloud, and Service Cloud across the organisation.
“We live in exciting times – it’s an incredible time to be alive.”
Rudi Khoury, Global Sales Operations & Customer Experience at Fisher & Paykel, said “We sought a complete vision of our customer so we had to partner with a company that understood our customers as well as we did. Someone we could partner with and who could keep up with us.”
This has improved the customer experience the company can provide. Khoury continues, “On the day of service delivery, we will send an Uber style track and trace, showing the technician en route to you, enjoying Auckland’s traffic.”
Looking ahead, Fisher & Paykel is using Salesforce to tackle the main challenges facing the company. “The three big ones are improving our website experience to help customers learn about us, to introduce Communities for self service options for our B2B customers, and introducing Salesforce CPQ to make the sales team more effective.”
The final keynote session opened up a discussion on how trust is foundational to creating a great customer experience, citing a Salesforce study that found 95% of customers are more likely to be loyal to a company they trust while 92% are more likely to purchase additional products and services from trusted businesses.
“Right here in the region nearly 70% of CEOs recognise that having a purpose for their organisation underpinned by strong values is vitally important. At Salesforce we believe organisations can do well while doing good,” said Wickham.
Salesforce Basecamp will travel to Melbourne on 21 November to speak to Australian customer trailblazers and business leaders.
- Register here
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