Apr

–

Apr

2023

PDT

7:00PM

PDT

The Heart of Service Summit

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1:00pm ET

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Session description goes here. Salesforce has sought to change the world for the better through technology that builds stronger relationships. Between companies and their customers. Between employees and far-flung teams.

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The Heart of Service Summit

Discover how flexible tools and trusted technology can drive the shift from human to digital-first service across every industry.

RSVPs Closed

About the event

Transitioning into the new AI era for service is complicated. It requires leaders to take a step back and redefine how service is delivered. Picture a world where data and AI drive the service experience. Where a company anticipates and addresses customer needs before they arise. A world where conversational AI takes care of the mundane and helps service teams open up new opportunities for revenue.

- Learn how Salesforce can be a catalyst in streamlining your customer service. Innovations such as Einstein Copilot and Data Cloud are setting new standards in customer engagement and issue resolution, and our integrated suite of tools help you enhance every interaction.

- Discover how Artificial Intelligence has become a cornerstone of customer satisfaction and efficiency. By harnessing the power of data, AI is proving to be a game-changer.

- Learn how to empower field service teams to reach faster resolutions, boost CSAT and maximise asset uptime and revenue with real-time insights from connected assets and AI predictions.

This is an in-person event with limited seats, so secure your spot by registering today!

Speakers

Ed Thompson

SVP, Market Strategy, Salesforce

Jan Verbrugghe

Senior Director, Solution Engineering, Salesforce

Nora Reitsma - Nollen

Regional Vice President, Service Cloud, Salesforce

Marcella de Rouw

Account Executive, Service Cloud, Salesforce

Sandy Ruikes

Manager, Solution Engineering, Salesforce

Paul Turner

VP Strategic Accounts, Continental Europe, Vonage

Jorge Alamañac

Managing Director, Comways

Luca Redaelli

Head of Customer Service Europe, Openlane

Kevin Kapteyn

Product Owner Omnichannel & Service Cloud at Gall & Gall en Etos

Jurgen De Becker

Head of Strategic Global Alliances – EMEA at Genesys

Nicolas Georlette

Partner at Deloitte Belgium

Julien Caufriez

Specialist Leader at Deloitte Digital

Ruben Klerks

Manager Customer Experience Etos at Gall & Gall

Keith Daly

Product Manager at Salesforce

Melissa Bal

Deloitte

Robert Dijkhuis

Municipality of Amsterdam

Ron van Loon

Practice Lead & Solution Architect at BlueHike

Ryan Nichols

Chief Customer Officer, Service Cloud, Salesforce

Susan Emerson

SVP, Product GTM, Salesforce

Antonio Lemos

Senior Manager - Field Force Management Expert at Accenture

Simon Marechal

Chief Commercial Officer, Spire

Stephane Plancke

Head of Core – AI-Advisor for Schoenen Torfs, Member of Spire FORWARD

Rudi Meys

Enterprise Architect, Belfius Direct

Laurens Winkel

CEO & Owner, Boat Bike Tours BV

Romy ten Nijenhuis

Team lead of the Salesforce dev team Coolblue

Agenda

11:30 - 12:30

Registration & Lunch

Explore the Expo, engage with a variety of partners from the ecosystem, and don't miss the chance to meet Salesforce product experts.

12:30 - 13:45

Opening Keynote: Be on the Cutting Edge of AI

We are in the most transformative era in service. Learn how Service Cloud helps power the shift from human to AI-first service to deliver proactive support, provide 24/7 service and lift CSAT.

13:45 - 14:00

Break

Explore the Campground and engage with a variety of partners from the ecosystem.

14:00 - 14:30

Breakout Sessions I

Track 1: Revolutionize Customer Support with AgentForce Service Agent

Resolve cases 24/7 with an autonomous AI agent that's built for customer support. Learn how you can get started with Agentforce Service Agent to deflect more cases, reduce costs, and increase CSAT.

Track 2: Deflect, Digitize and Drive Revenue in Your Contact Center

Scale service and connect all of your contact center channels to reap the benefits of richer customer conversations. Increase case deflection with intelligent service experiences that are fueled by your knowledge base.

Track 3: From Uptime to Upsell: Infusing Data & AI into Field Service

Explore how data and AI-powered innovations help everyone from the back office to onsite deliver customer-centric service, cut costs and drive revenue.

Track 4: How Salesforce Uses Customer Support with Ken O'Dwyer

Join us as we explore how Salesforce uses its own technology to deliver exceptional service to its customers. Kicking off with how drive and envision Customer Support.

14:45 - 15:15

Breakout Sessions II

Track 1: Vonage and Comways: Transforming Customer Service Voice Across Borders

Come and see Salesforce's Service Cloud Voice with Vonage partner telephony, including a demo showcasing AI with audience participation. Customer story: Salesforce Service Cloud Voice Implementations for Openlane and Endress+Hauser.

Track 2: Spire: Unleashing AI to Supercharge Your Service Center's Efficiency

Join Spire’s CCO, Simon Marechal, along with leaders from Schoenen Torfs, Belfius Direct, and others, as they explore the possibilities of AI in boosting service center efficiency.Learn how Salesforce AI can transform operations and drive innovation in customer service.

Track 3: Pidpa and BlueHike: Boosting Hands-On Tool Time with Field Service Optimization

Learn how Pidpa tackles the technical personnel shortage by streamlining scheduling with Salesforce Field Service. From high-volume, short-term customer visits to complex team-based appointments, SFS provides a single platform to effectively manage a wide range of scheduling scenarios.

Track 4: How Salesforce uses Agentforce on our portals! With Christian Langenberg

In this session we elaborate on how our help portals deflect more than 90% of our cases. And where AI is paving the route for us in Self Service.

15:15 - 15:45

Break

Don’t miss the chance to meet Service Cloud, Field Service, Tableau, MuleSoft, Slack, and Order Management Services experts.

15:45 - 16:15

Breakout Sessions III

Track 1: Gall & Gall - Driving cost efficiencies in our contact center while remaining top notch Service

Gall&Gall celebrates 140 years of outstanding Service, we will get a look at how Gall&Gall is automating Commerce and Service, to create that 1-single source of truth. And aiming for the best quality while outsourcing agents, and becoming more and more productive with AI in the journey that follows.

Track 2: Boat Bike Tours - Einstein Case Detection & Agentforce first steps

This session will explore how Boat Bike Tours is utilizing Einstein Case Detection to streamline customer support processes and enhance operational efficiency and will also highlight the initial steps taken with Agentforce.

Track 3: Coolblue - Creating the best Field Service Excellence with a smile

Streamlining Solar Panel Installations with Field Service: From Initial Inquiry to Maintenance.

Track 4: How Salesforce delivers Self Service & Customer Success Metrices with Christian Langenberg

Get the hottest insights in town on how we are launching and deploying agentforce on our portals.

16:30 - 17:00

Breakout Sessions IV

Track 1: The Combined Power of Genesys, Salesforce, and Deloitte Digital

The importance and relevancy of our partnership providing enhanced CX solutions and tooling for optimised contact center operations. We help to achieve frictionless experiences across touchpoints, fostering loyalty and fuelling for success.

Track 2: Deloitte and Gemeente Amsterdam - Personal, simple, and accessible service

How the Municipality of Amsterdam is leveraging an Omnichannel Platform to gain control over its services and communication, thereby making them personal, simple, and accessible for its citizens.

Track 3: Accenture: Delivering a step change in efficiency with Salesforce Field Service and Accenture

The impact of field service in the operational efficiency and customer satisfaction with success stories. How Accenture approaches and leverage specialisation to make this happen.

Track 4: How Salesforce empowers Service Excellence with Christian Langenberg and Keith Daly

For our trailblazers who missed this first session - In this session we elaborate on how our help portals deflect more than 90% of our cases. And where AI is paving the route for us in Service Excellence.

17:00 - 18:00

Networking Reception

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

Salesforce on Salesforce Theatre

Join us as we explore how Salesforce uses its own technology to deliver exceptional service to its customers.

During these sessions we elaborate on a variety of use cases how Salesforce leverages its own service platform to streamline service operations, improve NPS and drive business growth.

The agenda content for this theatre and timeslots are included in the above agenda section under Track 4.

Visit the Campground

Partner Ecosystem
Engage with the most knowledgeable partners from the Salesforce ecosystem and discover how they can help accelerate customer success.

Service Cloud
Scale service with customer magic. Join our booth and learn more about reducing costs while driving efficiency with solutions for automation, self-service, and digital engagement.

Salesforce Field Service
Power efficient field service operations. Visit our booth and learn how to connect back-end operations with the field to increase productivity and meet customer expectations.

Service Cloud Automation powered by MuleSoft
Join us at the MuleSoft booth to discover how Salesforce Automation can help your team spend less time on tasks and more time on engagement and valuable conversations.

Order Servicing

Empower your agents with a 360-degree view of all orders across channels. Say goodbye to the hassle of navigating multiple systems and reduce swivel-chair moments. Contact center agents can efficiently manage orders, including WISMO, cancellations, returns, and exchanges, all from one console. Streamline customer operations and enhance customer service with ease.

Analytics for Service
Learn how to leverage data insights to drive service efficiency and provide next-level customer experiences.

Slack
Maximise your employee productivity with Slack. Join our booth and find out how Slack can help you drive efficiency and speed up processes to improve your customer experience.

Einstein's Laboratory

Step into the Lab to Ideate your Formula for Success and Build your first Service Agent. This hands-on pressure cooker co-creation experience is about strategy, business, tech and execution.