This year’s Salesforce World Tour 2019 event in Boston on April 3rd focused on ways to improve the customer experience. Here’s a recap of the day-long event.

Salesforce World Tour Boston Keynote:

Salesforce Chief Equality Officer, Tony Prophet, opened the keynote with a proud statement. Salesforce applauds Boston, and not just for being a champion of sports – but for being a trailblazer of equality as a city. Prophet leads Salesforce to reflect the diversity and uphold the values of the communities it serves. He focused on gender, LGBTQ, and racial issues, leading all Salesforce Equality initiatives. He leads the keynote with an idea, that technology is not inherently good or bad, but it is what we choose to do with it that matters.  

During the rest of the keynote, Prophet and his Salesforce team lead the audience through two powerful customer stories and two interactive demonstrations. Allison Witherspoon, Senior Director of Product Marketing, Einstein AI & Analytics, completed a demo from her phone, in real time. She used Salesforce Einstein (artificial intelligence for everyone) to take notes using her voice. Einstein then offered insight and recommendations to increase engagement.  

Sessions that stood out:

Adoption #WorkDifferently Session highlighted the ‘War for Attention’ that many B2C businesses face. The problem to solve is the ability to retain and attract attention. This session explored ways to solve this problem creatively.

Achieving Customer 360: Use Salesforce to Unlock Customer Data revealed that most experiences are delivered in Silos. What’s the solution? Use customer 360 to build the customer profile in order to complete their experience.

Win, Close, and Retain Customers with a complete CRM solution outlined the benefits of using Salesforce as a CRM. According to Salesforce, 78% of business buyers seek trusted advisors – so that’s what a salesperson needs to become in order to win, close, and retain customers. 

“This is the fourth industrial revolution – Just because you build an app doesn’t mean your customers will use it”

Salesforce Chief Equality Officer, Tony Prophet

Tips for future Trailblazers attending Salesforce World Tour: 

Help your day go more smoothly with the Salesforce events app.  Use the Salesforce-created events app, from the Apple Store or Google Play, to search for sessions by session name or by speaker, view session details (including maps and directions), and participate in event Chatter feeds.

Allow 15 minutes or more to get to the Keynote (and charge your phone). In Boston, there was a full house for the Keynote at Salesforce World Tour (some arrived as early as an hour before)Also make sure your phone is charged and ready, since some of the prompts call for a photo. 

Give yourself a break. Sit down and learn new skills with experts – take advantage of this opportunity to learn something new (complete a customer 360 demo and one module of Trailhead to get a Salesforcethemed prize).

What is CloudCall for Salesforce?  

CloudCall attends Salesforce World Tour to demonstrate our advanced telephony features, meet our customers, and learn from the entire Salesforce community. CloudCall helps businesses and Salesforce users turn their communication in to intelligent data that enables them to make better, more insightful decisions, build better relationship’s, and get more done faster.

Manage all your calls right where your contact information is stored and instantly connect with your contacts. By using CloudCall, you can add advanced telephony features that could: 

  • Increase Call Volumes 
  • Provide Better Visibility into Users’ Call Activities 
  • Improve Your Customers’ Experience 

Learn more about CloudCall for Salesforce 

We look forward to attending the event next year, and going to Salesforce World Tour London on May 23rd

View us on the Salesforce appexchangeView us on the Salesforce appexchange