Join us for the Salesforce & MuleSoft Automation Breakfast, where we will present the latest advancements in hyperautomation and its benefits for Salesforce customers. Please note that separate registration is required for this event, which you can complete here.

Explore the Expo and engage with a variety of partners from the ecosystem. Don't miss the chance to meet Service Cloud, Field Service, Tableau, MuleSoft, Slack, and Order Management experts at the Salesforce Village.

Step into the AI era with confidence. Learn how to activate AI in customer service to scale service, increase productivity, and save costs using the #1 AI platform for service. Together with NL Service Cloud leader, Serge Reuvers, Global Director Product Marketing, Rebecca Mackenzie, and SVP, Market Strategy, Ed Thompson, we dive into the latest innovations from Dreamforce and how you can consistently deliver on your top priorities.

Explore the Expo and engage with a variety of partners from the ecosystem. Don't miss the chance to meet Service Cloud, Field Service, Tableau, MuleSoft, Slack, and Order Management experts at the Salesforce Village.

 Track 1: How did Finnair evolve their customer service operations to keep pace with customer expectations?

The leading airline Finnair, understood the importance of evolving their customer service and importance of interacting with their customers. Continuous development has allowed them to stay ahead of the game in a rapidly changing environment. Finnair has increased their efficiency by strategically selecting new customer touchpoints and automating processes. How did they do this? You will find out in this session.

Track 2: Learn how Wensink Automotive Drives Customer-Centric Efficiency

Wensink Automotive, ranked nr 1. in automotive services by MT/Sprout, thrives in the digital age by leveraging every customer interaction to boost brand loyalty and solidify its position as a leader. But what's the secret to reaching the top? The automotive industry is notorious for having complex and fragmented IT landscapes. Given that context, how can service agents efficiently access all customer data right there when needed, and on a single screen?

Join us, as we uncover how Wensink Automotive, a trailblazing Dutch automotive company, has harnessed the power of Salesforce and Profit4SF to deliver exceptional, customer-centric, and efficient service at their contact center, conquering the complexities of a fragmented IT landscape.

Track 3: How Webfleet uses Field Service to deliver a lean and easy collaboration solution to service customers

Discover how Webfleet leveraged Salesforce Field Service to create a lean and scalable solution to drive a sustainable and efficient operational collaboration with a direct impact on customer satisfaction.

Track 1: Taking customer service to new heights in turbulent times with Corendon and Gen25 

Corendon is a well known tour operator and airline wrapped up in one. With a great entrepreneurial mindset it has been winning the hearts and minds of holiday travelers. Join us in this session to learn more about how Corendon and Gen25 set-up Service Cloud to improve data-empowered customer service before, during and after their holiday. It’s an impressive story which shortly after the start of the implementation was influenced by rapidly changing situations during the Covid-period, then changed again when business got back on track and accelerated after the skies opened again for holiday travellers in large volumes. We'll also look ahead to new challenges on the horizon!

Track 2: How to efficiently empower with Service Cloud excellence at scale

Discover how Zalando B2B, the foremost fashion marketplace in Europe, utilised Salesforce Service Cloud to establish a streamlined and adaptable system, enhancing operational collaboration and directly boosting customer satisfaction.

Track 3: How Topec Boosts Asset Performance with Salesforce Field Service

Topec International provides all-in-one energy solutions for emergency power generation in remote locations. Maintaining their power plants and generators in peak condition is crucial for delivering reliable energy and meeting SLAs. In this session, you will learn how Topec utilized Salesforce Field Service to digitize on-site inspections of complex assets in remote locations. Feeding these measurements directly into Salesforce enables the automation of preventive maintenance and real-time reporting. BlueHike applied best practices, service process knowledge, and a pragmatic approach to assist Topec in making a swift transition from paper and spreadsheets to Salesforce Field Service. Join this session for insights on applying asset-centric capabilities in Salesforce and lessons learned.

Explore the Expo and engage with a variety of partners from the ecosystem. Don't miss the chance to meet Service Cloud, Field Service, Tableau, MuleSoft, Slack, and Order Management experts at the Salesforce Village.

Track 1: How Adyen is scaling customer service through automation and AI

Innovative Global Payments Platform Adyen has always known how to deliver excellent customer service. With a growing operational department, their main challenge is to scale without compromising on consistency and quality in customer case handling. You will learn about their journey in using automation and AI, which allows them to set innovative global standards in service delivery.

Track 2: Learn how to build a Contact Center integrated with Salesforce Service Cloud Voice live with Vonage

Come and watch an interactive live session where Vonage will, using audience participation, configure a Contact Center integrated with Service Cloud Voice.

- See how easy it is to configure Einstein Next Best Action live

- Audience participation for Contact Center setup

- Come and watch us configure intelligent routing using data in Salesforce

- Interact with a speech bot & learn how real time transcription works.

Track 3: Elevating Customer Service: The Power of Field Service in a Digital World 

Explore the journey of FietsNED, as they evolved into the ultimate mobile business service partner for bike fleets by offering a premium customer field service. Discover how they created effortless journeys with optimal experiences for both their employees and clients. The scalable and robust field service solution improved the usability of mobile devices for their mechanics due to an asset based workflow. The newly implemented Salesforce data model and field service planning is more accurate and customer involved contributing to delivering an excellent service. 

Deloitte Digital will share the latest trends and developments from their Field Service Point of View and dive into key insights from the European Customer Service Excellence Survey 2023.

Track 1: How Top Employers Institute automates better experiences to improve the world of work

Learn how the global authority on recognizing excellence in people practices, Top Employers Institute, transformed their business with the help of Salesforce. To keep up with their year-on-year growth targets and be more versatile, Top Employers Institute started a program together with Valtech to change their IT landscape and organisation. By focusing on customer experience, automating processes and getting insights through the Salesforce platform, Top Employers Institute has been able to achieve their growth targets, lower the cost per customer whilst drastically increasing CSAT and ESAT.

In this session, Wouter-Tim will outline the path to this transformation, the implementation itself and the road ahead with the purpose of creating a better world of work. 

Track 3: How to deliver data-driven experiences in field service
Customer experiences in Service and Field Service are defined and shaped at those Moments that Matter. It's where brand loyalty is fueled. With the increasing availability of data, both multi-channel customer- and telemetry data, this data can be used to create Data-drive Experiences throughout the Customer Lifecycles. Not just by delivering customer- and context-specific service experiences, but also by turning Service into a revenue generator, activating upsell and cross-opportunities and/or launching new business models. Be inspired by how Accenture supports clients in creating data-driven experiences that matter.

Come together with partners, Salesforce experts, and fellow service enthusiasts to enjoy music, delightful conversations, and delicious refreshments.