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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Salesforce Platform Customer 360 Audiences: What You Need to Know
The concept of a 360 degree view of a customer seems like it’s always been around. We all know it as a single view of the customer: understanding who they are, what they do, when they do it, and ultimately what drives them to...
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Financial Services Salesforce Spring ‘21 Features: Interaction Summaries and Branch Management
Salesforce launched Financial Services Cloud (FSC) in March of 2016, and since that day, they have continued to introduce new features and improvements with each release. The Spring ‘21 release is no exception and comes packed...
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Financial Services ESG in Action: How Financial Sponsors & Corporations Can Contribute
In December 2020, I had the pleasure of helping to host our first annual Silverline Capital Markets & Innovation Summit with industry thought leaders from Nasdaq, Refinitiv, Salesforce, Equilar, and more. The goal of our...
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Healthcare & Life Sciences 5 Major Healthcare Industry Trends Providers Need to Know in 2021
Providers and healthcare leaders of today focus on improving the quality of patient care and engagement. The shift to value-based care means patients expect providers to deliver personal, targeted care with changing delivery...
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Banking Leveraging Salesforce for Community Bank Mergers and Acquisitions
Bank mergers and acquisitions are a big undertaking for financial institutions. They take months to years of planning and coordination that requires significant resourcing dedication that could potentially slow down other...
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Media & Entertainment The Path to Digital Transformation in Ad Sales Part 2
In regards to digital transformation in the media and entertainment industries, part 1 of this blog series talked about the need to have technology that scales with the ever-evolving content consumption habits of consumers....
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Healthcare & Life Sciences 6 Ways Interoperability in Healthcare Helps Providers
Providers often deal with multiple systems to handle patient data. Between EMRs, lab data, patient contact information, paper intake forms, and more, it’s difficult to provide coordinated and efficient patient care. With the...
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Healthcare & Life Sciences How to Revitalize Patient Centricity in Pharma
Patient centricity. Patient-focused medicine. Patient-centric approaches. These words have become so overused in the pharmaceutical industry that it’s hard to remember what they really mean: leading with empathy when it comes...
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Financial Services Driving Diversity with Nasdaq & Equilar
On December 1st, 2020, Nasdaq filed a proposal with the US Securities and Exchange Commission to “adopt new listing rules related to board diversity and disclosure. If approved by the SEC, the new listing rules would...
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Financial Services 3 Ways to Increase Financial Services Cloud Adoption with Change Management
The secret ingredient to a successful financial services cloud implementation? It’s a critical success factor that is independent of the tools and technology being implemented: organizational change management. When you...
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Silverline News Silverline Ranks on Inc. Magazine’s List of the Fastest-Growing Private Companies in the New York City Metro Region
Companies on the 2021 Inc. 5000 Regionals: NYC Metro list had an average growth rate of more than 200 percent. New York, NY, March 16, 2021 – Inc. magazine today revealed that Silverline is No. 277 on its second annual Inc....
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Banking How Can the Banking Industry Improve Customer Service?
Expectations for banking experiences have been shifting. And thanks to COVID-19, these expectations moved faster and more frenzied than anyone could have predicted. There’s a new baseline for the customer experience in...
