A Beginner’s Guide to Agentforce Contact Center
In the past, delivering a modern customer service experience meant stitching together multiple applications and tools: CRM, telephony, AI assistants, automation, knowledge, and...
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Digital Transformation Understanding the Importance of Change Management
If we’ve learned anything after 10 years in business, it’s that change is the only constant. But as you probably know, there’s usually a “Who moved my cheese?” moment in any fast-paced and changing organization. The tendency...
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Healthcare & Life Sciences Becker’s Panel Recap: Healthcare Digital Transformations and Improved Patient Engagements
Last month, I presented a webinar for Becker’s Hospital Review on behalf of Silverline entitled “Post-Pandemic Decisions Accelerate Pace of Patient Access, Engagement, and Digital Experience Outreach.” Afterwards, I led a panel...
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Silverline News Silverline Names Andrew Blaisdell New Chief People Officer
NEW YORK, NY— November 2, 2020—Silverline, a Salesforce Platinum Consulting Firm headquartered in New York City, announced today Andrew Blaisdell has joined as chief people officer overseeing the company’s talent strategy,...
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Financial Services Digital Engagement Drives Connected Experiences in Banking
This is part five in a series on Connected Experiences for Banks and Credit Unions. Be sure to check out parts one, two, three, and four. No matter your intended audience or end goal, the urgency for digital transformation...
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Financial Services The Benefits of Salesforce Financial Services Cloud
Business today is all about relationships. That’s nothing new. But how you go about managing and maintaining those relationships is completely different in today’s business world. If you want to build relationships with...
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Financial Services Personalize the Customer Journey in Banking with 360-Degree Data
Imagine if your data was a loaf of bread. You’d want that loaf right out of the oven, right? Then why do so many financial institutions use batch processes that take 8-10 hours to deliver data into the hands of users, so that...
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Financial Services Event Recap: Salesforce Industries Summit for Financial Services
On October 15, 2020, Salesforce hosted its Salesforce Industries Summit for Financial Services. After the day-long event, our FS leadership got together on a LinkedIn Live session to chat through what they learned. Read on to...
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Healthcare & Life Sciences 5 Benefits of Patient-Centered Care
Great healthcare will always require levels of human interaction that can’t be replaced. But in an age of automation, healthcare providers need to use technology to provide a consumer-grade patient experience. Are you prepared...
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Banking How to Attract and Retain Banking Customers in a B2C World
This is part four in a series on Connected for Experiences Banks and Credit Unions. Be sure to check out parts one, two, and three. Data drives value throughout the customer journey, from lead identification to lead scoring and...
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Managed Services Zen and the Art of CoE Maintenance
Don’t be scared by the term “Center of Excellence.” It doesn’t have to be an entire section of a building staffed by dozens of people — though of course you could do that if you wanted. I work with hundreds of mid- to...
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Healthcare & Life Sciences Becker’s Webinar Recap: A Prescriptive Approach to Value-based Care
On October 15, 2020, Silverline presented a webinar for Becker’s Hospital Review entitled “Post-Pandemic Decisions Accelerate Pace of Patient Access, Engagement, and Digital Experience Outreach.” During the...
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Financial Services Webinar Recap: Why your CRM Needs ERM
On October 8, 2020, I was so excited to sit down with an incredible panel of CEOs and co-founders from Silverline, Equilar, and DotAlign to discuss the evolution of enterprise relationship management over the past decade. While...
