Vala Afshar

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Vala Afshar is the Chief Digital Evangelist for Salesforce. Afshar is the author of The Pursuit of Social Business Excellence. Afshar is also the co-host of DisrupTV, a weekly show covering the latest digital business and innovation market trends.

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Three ways consumer goods leaders are investing in the future

Three ways consumer goods leaders are investing in the future

Consumer Goods (CG) companies have three clear opportunities to upgrade their resources to create a stronger business for the future. Direct-to-consumer sales, customer service, and data will power the next decade for CG leaders. The future of CG belongs to brands that can own, manage, and effectively use data. Unfortunately, for many CG brands, accessing and deploying data is a challenge.

May 20, 2019 by in Digital Transformation

Three drivers of AI's explosive startup funding growth

Three drivers of AI's explosive startup funding growth

AI is one of the hottest sectors, with its technology promising to revolutionize and automate every industry imaginable. Venture Scanner has been covering this trend, showing a massive increase in AI startup funding. AI funding has more than tripled from 2016 to 2018. This phenomenon then begs the question: What caused this explosive growth in AI funding? There are three reasons.

April 23, 2019 by in Artificial Intelligence

New metrics are redefining customer service success

New metrics are redefining customer service success

In a digital, hyper-connected, and knowledge-sharing economy, customer service's definition of success is changing, and Key Performance Indicators (KPIs) are following suit. According to a recent global research from Salesforce, customer experience imperatives are ushering a new generation of service metrics that recognize speed can no longer be the sole indicator of success.

March 27, 2019 by in Digital Transformation

Customer service is poised for an AI revolution

Customer service is poised for an AI revolution

AI is viewed by customer service decision makers and agents alike as a boon to the customer and employee experience. AI adoption is nascent, but it's set to soar as more teams turn to chatbots, text, and voice analytics, and other use cases. Use of AI by customer service teams is projected to increase by 143 percent over the next 18 months.

March 25, 2019 by in Digital Transformation