At Salesforce’s Dreamforce 5 years back, Angela Ahrendts of Burberry explained that the online digital ecommerce experience should match the offline. And that is precisely what they did, using service cloud to deliver the same world class customer experience online that customers would receive walking into a retail store. You can hear their video story below.
Similarly, Dell established a social media control center to deliver similar capabilities. This was dubbed a “social enterprise” transformation. The truth is that back then, short of social listening through the Radian6 platform and a light connector to move a social comment into a sales lead or service cloud case, there wasn't much more to execute on.Read More