Enhancing Employee Experience and Transforming Customer Work with AI: Highlights from Salesforce World Tour Essentials Helsinki

On 3.6.2024, I had the incredible opportunity to present as a keynote speaker alongside my colleague, Timo Kakkonen, at the Salesforce World Tour Essentials Helsinki event. The event took place at the stunning Musiikkitalo, a cultural landmark in Helsinki, Finland, and we were thrilled to address an audience of 1500 enthusiastic spectators.

Our keynote focused on two pivotal topics: enhancing the employee experience through the Salesforce platform and exploring the transformative potential of AI in customer work. Here's a recap of the key points we discussed during our presentation:

Improving Employee Experience with Salesforce and AI

In addition to the core principles of digital transformation, we shared specific strategies on how to enhance the employee experience using the Salesforce platform and AI technologies:

Streamline Systems and Interfaces

Reducing the number of different systems and user interfaces is crucial. By using the Salesforce platform as the base for all customer-related work and user interfaces, employees can work more efficiently and with greater ease. This consolidation minimizes confusion and enhances productivity.

Tailored CRM for Each User

Every user should have a tailored CRM experience. Customizing the CRM to meet individual user needs ensures that employees have access to the most relevant information and tools, enhancing their ability to serve customers effectively.

Guided Actions through System Recommendations

Implementing systems that recommend and guide users on the next best actions can significantly improve workflow efficiency. By providing actionable insights and suggestions, these systems help employees make informed decisions quickly and accurately.

Leveraging AI to Reduce Manual Work

AI has the potential to drastically reduce manual work by automating routine tasks and providing deeper insights into customer data. This not only frees up time for employees to focus on more strategic activities but also enhances the accuracy and quality of customer interactions.

Safety First

In today's digital landscape, data security is paramount. We emphasized the importance of ensuring that company data is used securely and that ownership of data remains with the organization. Protecting sensitive information is the foundation upon which all other initiatives should be built.

Understand and Implement Simple Use Cases

We encouraged attendees to start with simple use cases that directly address business needs. The journey of digital transformation can seem daunting, but by identifying straightforward applications of Salesforce, companies can begin to see immediate benefits. The key is to get started and build momentum.

Embrace the Fast-Paced Nature of Innovation

Innovation thrives in an environment where experimentation is encouraged. We highlighted the importance of trying fast, learning quickly, and being willing to fail faster. This approach allows organizations to iterate rapidly, refining their strategies and solutions based on real-world feedback.

Don’t Wait for Perfect Data

One of the most common obstacles to digital transformation is the misconception that data needs to be perfect before any meaningful action can be taken. We challenged this notion, urging companies not to wait for their data to be 100% accurate. In reality, data will never be perfect, and waiting for it can lead to missed opportunities.

Acknowledge the Need for Cultural Change

Technology alone cannot drive transformation. We underscored the importance of recognizing and addressing the cultural changes needed within an organization. Adopting new technologies and ways of working requires a shift in mindset, which can be a significant hurdle if not managed proactively.

Top Management Commitment and Support

Finally, we stressed the critical role of top management in the success of any digital transformation initiative. Commitment and support from leadership are essential for driving change, securing resources, and fostering an environment where innovation can flourish.

Reflecting on the Experience

Speaking at the Salesforce World Tour Essentials Helsinki was an inspiring and humbling experience. The enthusiasm and engagement from the audience were palpable, and it was clear that the topics we discussed resonated deeply with the attendees.

The event provided a valuable platform for sharing insights and best practices, and I was honored to be part of such a dynamic and forward-thinking community. As we continue to navigate the ever-evolving landscape of digital transformation, it's clear that the principles we discussed – data security, simplicity, agility, cultural change, and leadership support – will remain crucial to our collective success.

Looking Ahead

As we move forward, I am excited to see how organizations will leverage the Salesforce platform and AI to enhance their employee experiences and revolutionize customer work. The potential is immense, and I am confident that by embracing these principles, companies can achieve remarkable outcomes.

Thank you to everyone who attended and contributed to the vibrant discussions. I look forward to continuing this journey together and witnessing the transformative impact of our collective efforts.

If you want to hear more and learn how to make it happen in your organisation, contact us!