The largest gathering of service professionals in the world takes place in the exact location most of them would never want to be: an enormous sales conference.
That alone tells you all you need to know about the quality of customer service programming at Dreamforce.
But with an agenda and attendee list growing larger every year, Salesforce’s marquee event can easily feel overwhelming. Here are our picks to help curious customer service pros prioritize their time.
Monday, November 6
Amazing Customer Service: Turn Your Contact Center Into a Profit Center
10:30am @ Marriott Marquis Hotel, Yerba Buena Salon 10-12
Start your week off right with the stories, insights, and energy Shep Hyken is sure to provide. This talk will offer specific tips you can apply as soon as you return to the office while also addressing the broader trends you need to be thinking about as we approach 2018.
4 Trends High Performance Customer Service Teams are Embracing
1:30pm @ Marriott Marquis Hotel, Yerba Buena Salon 4-6
This session pairs an SVP of Sales with a Head of Customer Service for a holistic discussion of how businesses can generate more revenue beyond the initial purchase. You should leave with plenty of ammunition for making customer service a more prominent part of your company’s commercial strategy.
Tuesday, November 7
Evolve Your Community and Your Customer Experience
9:00am @ Marriott Marquis Hotel, Yerba Buena Salon 1-3
Panelists from a B2B software brand and an Australian grocery brand share their experiences building loyal customer communities (and reducing support costs along the way). This session will help you abandon the notion that only hip social startups are capable of creating a passionate fan following.
Service Cloud Keynote: Transform Your Service With The #1 Service Platform
1:30pm @ Moscone North, Keynote Room – North Hall D
Don’t let the title deceive you into thinking this will be an hour-long product pitch. Salesforce SVPs will be joined by speakers from Marriott, Hulu, and Childfund ready to reveal how their teams have shifted company culture and evolved their customer experiences across every channel.
Wednesday, November 8
AI and Humans in a Post Channel World
10:30am @ Marriott Marquis Hotel, Nob Hill A-D
What trip to Silicon Valley would be complete without a closer look at the risks and opportunities associated with artificial intelligence? There’s little doubt that humans will continue to hold the key to personalized customer service, but ignoring the emerging technologies that may assist along the way could be a regrettable error.
Building a Customer Service Solution For The Next Decade
1:30pm @ Marriott Marquis Hotel, Nob Hill A-D
At this point in the week, your head will be swimming with all sorts of ambitious ideas for the future. This session will help you prioritize them intelligently. Think tank president Esteban Kolsky will share objective data on customer service innovation strategies that have shown the strongest potential.
Thursday, November 9
Global Research: The Second Annual State of Service
8:30am @ Marriott Marquis Hotel, Yerba Buena Salon 10-12
If you’re not recovering from a party or sprinting to the airport, make time for this one. A detailed analysis of the current state of customer service will help put everything you heard throughout the week into better context.