Ben Neo

I’m thrilled to announce Salesforce UKI’s new strategic partnership with the UK’s largest hire company Sunbelt Rentals UK & Ireland. By leveraging Salesforce's AI solutions, Sunbelt Rentals will enhance operations and drive intelligent, data-driven decision-making, showcasing the power of technology to transform an entire sector. This collaboration marks a significant step towards accelerating growth – enabling faster, deeper customer insights, and more agile ways of working. See how we're working together: https://lnkd.in/eePWDdfF #Salesforce #SunbeltRentals #DigitalTransformation #CustomerExperience #AI #Partnership

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I’ve rarely seen the highest-activity rep finish #1 on the revenue leaderboard and it’s fundamentally changed the way I measure productivity. Celebrating activity volume has one critical pitfall: What you measure increases - and it’s not always beneficial. If you focus primarily on number of calls made, a rep is better off making 100 dials and getting 0 connects than improving their list quality to make 50 dials with 3 connects. Not the behavior I want to incentivize. A good day isn’t just doing a bunch of activity - it’s doing all you can to make that activity meaningful. Over time, I’ve built a system that helps sellers balance volume of activity with quality of activity. It ensures that every day is spent on activities that drive revenue - not just check boxes. Because you don’t need to be the busiest rep on the team to be #1. You need to be the most intentional. That’s what makes a good day. And enough good days = a great year. Maybe you already know how to spend every day to ensure you hit quota. If you don’t, I’ve got my no-cost “Good Day” Framework and calculator for you here: https://lnkd.in/g879yrCK

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Exciting day at Genesys! Salesforce and ServiceNow have deepened their commitment to our shared vision with a $1.5B investment in Genesys. This isn’t just validation of our strategy — it’s a powerful signal to the market that #CX is transforming businesses, and Genesys is leading the charge through #AgenticAI and ecosystem-driven innovation. This milestone reinforces the strength of Genesys as the strategic customer experience (#CX) orchestration platform for all enterprises and deepens our global partnerships with both Salesforce and ServiceNow. Momentum for our joint solutions with Salesforce and ServiceNow is building.  Together, our partnerships are helping the world’s largest enterprises reimagine customer experiences.  Read more: https://lnkd.in/gtpftAAx

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Talkdesk has deepened strategic partnership with Salesforce. It highlights two of our product capabilities: Talkdesk for Service Cloud Voice and Talkdesk Embedded. Talkdesk for SCV seamlessly combines phone, digital channels, and CRM data within agents’ Service Cloud consoles. Talkdesk is now one of the first providers supporting unified routing in Service Cloud Voice, thus embedding our AI-powered voice directly into Service Cloud’s native routing engine. From the outset we have designed CXA to be easily accessible anywhere customer interactions are taking place. Today's announcement is another proof point of that vision. Please check it out: https://lnkd.in/gVtgvm-E

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I thought this was a good read on how CRM and CCaaS platforms are clearly converging, and there’s real value there. But I don’t think either one is where the real disruption happens (and for quick context I've spent nearly a decade building products in those markets). The opportunity is in the workspace: the system of action where customer conversations start, get routed, escalated, and ultimately resolved. That’s what we’re building at Front. It’s not just for Support. It’s for every team that supports the customer. That includes the prof services teams, account teams, support, and sales. All in one place, working from the same source of truth. What makes Front unique is that it’s built to power both the first AI touchpoint and the complex human workflows that follow. You can’t have just one without the other. It’s not enough to automate conversations if you don’t have a platform to manage the escalations, and vice versa. A lot of businesses are frustrated by having to stitch together multiple tools, whether it’s to solve the multi-channel problem or the multi-team problem. That single workspace is where AI can triage and respond, and where real people collaborate across teams when things get nuanced. And more and more, it’s not just about humans collaborating with each other. It’s about humans collaborating with AI: building agents, managing them, stepping in when needed. That’s where the future gets really interesting. #crm #ccaas #cx #customerops https://lnkd.in/gXHVDcwb

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Just because a contact centre call connects without a hitch, doesn’t mean the conversation feels smooth. When calls get the "jitters" audio cuts out, voices overlap, customers get frustrated, and agents have to work twice as hard to keep the call on track. Jitter is not a full outage, but it’s enough to make conversations harder than they should be. Here’s where I see the impact: - Customers lose confidence when they can’t clearly follow the conversation - Agents feel strained when jitter slows them down or skews their metrics - The business takes a hit when handle times rise and CSAT drops Jitter isn’t the cause, it’s the symptom of deeper issues in networks or devices When I ran contact centres, I never had visibility of this. In fact it never crossed my mind, but now that I can see it, I can't unsee it because quietly erodes both CX and EX At face value, jitter sounds like a technical problem, but I actually thinks it’s a people problem. It makes it harder for customers to trust and harder for agents to do their job. In my latest article, I dive into the impact of jitter, what causes it and how to identify it. (link in the comments)

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