#38 How To Actually Implement AI in A Meaningful Way

07/10/24 • 51 min

On this episode, Irina Gutman, the Global Leader of Professional Services for AI at Salesforce, discusses how to support customers in transitioning to AI products and services, and she dives deep into the implementation process, change management, AI products, data organization, and job impact. Plus, Irina explains how she views the role of AI in customer service.

Key Takeaways:

AI implementation requires a consultative approach, understanding customer vision, goals, and obstacles.
Change management is crucial in addressing the impact of AI on the workforce and demystifying AI-related fears.
AI products such as generative AI, predictive AI, and automation are tailored to customer needs and integrated into the flow of work.
Data organization and cleanliness are essential for successful AI implementation, and training models and prompt engineering play a key role in AI customization.
The impact of AI on jobs involves the optimization of certain roles and the emergence of new job opportunities, requiring a shift in mindset and adaptation. AI in customer service requires human oversight and ethical considerations.
Responsible AI implementation involves risk assessment and consideration of workforce impact.
Staying updated on AI technology is essential for informed decision-making and future readiness.

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How can you bring all your disconnected, enterprise data into Salesforce to deliver a 360-degree view of your customer? The answer is Data Cloud. With more than 200 implementations completed globally, the leading Salesforce experts from Professional Services can help you realize value quickly with Data Cloud. To learn more, visit salesforce.com/products/data to learn more.

Mission.org is a media studio producing content alongside world-class clients. Learn more at

mission.org

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Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

Mission.org is a media studio producing content alongside world-class clients.
Learn more at mission.org

Key Takeaways:

AI implementation requires a consultative approach, understanding customer vision, goals, and obstacles.
Change management is crucial in addressing the impact of AI on the workforce and demystifying AI-related fears.
AI products such as generative AI, predictive AI, and automation are tailored to customer needs and integrated into the flow of work.
Data organization and cleanliness are essential for successful AI implementation, and training models and prompt engineering play a key role in AI customization.
The impact of AI on jobs involves the optimization of certain roles and the emergence of new job opportunities, requiring a shift in mindset and adaptation. AI in customer service requires human oversight and ethical considerations.
Responsible AI implementation involves risk assessment and consideration of workforce impact.
Staying updated on AI technology is essential for informed decision-making and future readiness.

–

Mission.org is a media studio producing content alongside world-class clients. Learn more at

mission.org

–

Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

Mission.org is a media studio producing content alongside world-class clients.
Learn more at mission.org

Previous Episode

#37 The Need For Speed in Customer Experience

On this episode, Tom Williams, Chief Experience Officer at Discount Tire, shares his journey from a part-time tire technician to a leadership role. He emphasizes the importance of empowering employees and listening to their ideas. Plus, he explains how Discount Tire prioritizes the customer experience by introducing innovative concepts and technology.

Key Takeaways:

Empowering employees and listening to their ideas leads to great choices and better customer experiences.
How Discount Tire prioritizes the customer experience
Ways Discount Tire uses technology to empower and educate consumers in their tire-buying process.
Why Discount Tires evaluates success based on whether they are building dreams for their people and generating profits to invest in their vision for the future.
Starting with empathy is key when designing customer experiences.

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Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org.

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Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

Mission.org is a media studio producing content alongside world-class clients.
Learn more at mission.org

Next Episode

#39 Optimizing Campaigns and Driving Revenue with AI

On this episode, Alison Lindland, the CMO of Movable Ink, discusses the impact of AI on marketing teams and she emphasizes the need for teams to adapt to the changing landscape and support their clients throughout their journeys. Alison also shares insights on the company's customer advisory board and the value of collaborating with clients to drive product innovation.

Key Takeaways:

How Movable Inc. utilizes AI technology to optimize campaigns and explore new categories for individual recipients
How AI is changing the work and structure of marketing teams, requiring them to adapt and support their clients through change management.
Why employee experience is a key factor in delivering a great customer experience
Why marketing leaders need to be comfortable with change if they want to succeed in the AI-driven landscape.

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Mission.org is a media studio producing content alongside world-class clients. Learn more at

mission.org

–

Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce

Mission.org is a media studio producing content alongside world-class clients.
Learn more at mission.org