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 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.

1 day ago 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

Accenture research: How to compete and win in the post-digital era

Accenture research: How to compete and win in the post-digital era

As the world is rapidly moving toward a post-digital era, and key technologies like artificial intelligence, distributed ledgers, and extended reality, leaders will need to set their sights beyond their ongoing digital transformations. More than nine in 10 business and IT executives view pace of technology innovation in their organizations as either accelerated or significantly accelerated in the past this three years, this according to the Accenture Technology Vision 2019 survey of more than 6,600 global leaders.

February 11, 2019 by in Digital Transformation

5 ways 'distributed trust' is changing brand loyalty

5 ways 'distributed trust' is changing brand loyalty

In a world where trust is being distributed in new kinds of ways, and with technological innovation continuing to empower customers to expect more from the companies they deal with, switch brands when they're not happy, and share their experiences online, companies must ensure they match up to customers' expectations of a superior experience if they want to stay competitive.

January 22, 2019 by in Digital Transformation