Vala Afshar

Contributor

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.

Latest from Vala Afshar

Show search filters
The future of customer service needs a new model of operational excellence

The future of customer service needs a new model of operational excellence

The future of customer services requires a new model of operational excellence that is built on the five pillars of customer centricity, outcome-first design, data-driven decision making and workflow, automation-focus, and ecosystem-based. The 2018 Customer Service Study from ThinkJar highlights strategy, budgeting, stakeholders, and the current top-trends: digital transformation, AI, IoT, and data-based decision making.

October 9, 2018 by

In the age of AI, trust is the most important core value

In the age of AI, trust is the most important core value

Unless your customers trust you -- and trust your use of technologies -- your business may soon be on the losing side of the customer experience battle. Customers want to know that the companies they do business with have trust as their most important core value and guiding principle.

September 5, 2018 by

Hiring managers say AI will change how we work within five years

Hiring managers say AI will change how we work within five years

As new technologies emerge in what some have dubbed the Fourth Industrial Revolution, innovative companies have already begun to adapt, prompting reevaluations of workforce development strategies. Artificial intelligence, in particular, brings new possibilities -- like increased productivity and innovation. It also has sweeping implications for employee skill sets.

August 29, 2018 by

Flow-based organizational design accelerates digital transformation

Flow-based organizational design accelerates digital transformation

Designing experiences for flow and continuous motion is an emerging trend in its infancy. Designing organizations for flow is not even being conceived of by most, and yet it is a foundational element for delivering the optimal user experience. We manage our resources including data, ideas and innovation, communications, expertise and even colleagues the same way as we do our customers, amassing them and bringing them to a standstill before processing and releasing them again. This must change.

July 11, 2018 by

How companies can innovate at scale

How companies can innovate at scale

Innovation and scale attract quite different types of people, require different approaches and toolsets, and represent different phases in the lifecycle of a product, process, or even a company.

June 26, 2018 by