Terry Brown

Today marks another milestone in my long journey with Salesforce and IBM. Why am I excited about this? Making sense of data and applying #AI at scale is IBMs sweet spot. Salesforce is the platform leader in customer experiences—and the future is access to quality, trusted data to scale and power deeper automation and unique experiences. This brings the power of both our brands together to solve real customer needs. With this announcement, we bring our joint customers LLMs, integrated data platforms, services and a approach to take Salesforce customer experience and automation to the next level. Real tools, and clear expertise with #ibmconsulting Salesforce customers will be able to access IBM Granite LLMs right in Salesforce Copilot. Learn more about IBM Granite for regulated industries. Watsonx.data will have native integration with Salesforce Data Cloud. Great pairing to power trusted AI in Salesforce. #watsonx So much in here for our joint customers and brings Salesforce and IBM partnership to a deeper level. Thank you Nick Otto Kate Woolley Tyler Carlson Jessie Dart Martin Pepper Mary Fratto Rowe Jay Rumwell Raphael (Rafi) Ezry Gustavo Netto Bijan Peters Niyati Desai Matthew Jankow Scot Blocker Alexa Vignone Bill Patterson Roger Premo Helen Dunavetsky Michelle Y. Reid, MBA Karen Feldman Jesús Mantas Jennifer Quinlan Jason Kelley Tonya McKinney Matt Francis RACHEL REINITZ Bob McDonald Matthew Candy Holli Haswell Steve Collins

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Bob Evans talks to Dave Wright, chief innovation officer, ServiceNow. They discuss the significant transformations and evolving roles driven by AI and digital innovation, drawing insights from ServiceNow’s recent Knowledge24 event in Las Vegas. #ServiceNow #AI #DigitalInnovation

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Are you seeing momentum in your ServiceNow implementation? The power of the platform is in your hands to make incremental improvements that result in massive transformation. Or, if it's more your style, go big and drop mics! #cask #servicenow

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Though most service organizations are investing in AI, 76% of executives struggle to scale it effectively, largely because of disconnected systems and siloed data. Today, #Salesforce announces Unified Knowledge, a new solution that integrates organizational knowledge resources from disparate third-party systems into #Salesforce, helping service agents be more efficient and resolve customer cases faster. See how Unified Knowledge uses AI to decrease resolution time and lower service costs at the same time:

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5 𝐐𝐔𝐄𝐒𝐓𝐈𝐎𝐍𝐒 𝐓𝐎 𝐀𝐒𝐊 𝐘𝐎𝐔𝐑𝐒𝐄𝐋𝐅 𝐀𝐁𝐎𝐔𝐓 𝐒𝐀𝐋𝐄𝐒𝐅𝐎𝐑𝐂𝐄: 1️⃣ Is your Salesforce implementation providing the fullest ROI you imagined when you selected it?  2️⃣ Is your Salesforce instance driving the company forward - or holding it back because it’s over-architected, not integrated fully, or misaligned to your company workflows?  3️⃣ Are your sales reps struggling with complicated workflows and your operations teams struggling to derive accurate insights from Salesforce data?  4️⃣ Is there more Salesforce can do to propel you forward if you only had the team capacity or expertise available? 5️⃣ Do you often wish you just had a local partner to consult on best practices for your industry and then admin the whole thing?   Send me a note and let our all-domestic-mostly-local salesforce team with dozens of certifications help you make #Salesforce work for you and help you win at work!  https://lnkd.in/eQi5b2Qb

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This is such a great milestone for the banking customers I work with. No one wants to be moving their data around, yet the businesses that are successful will be the ones that are able to harness the data around their organization to better serve their customers. This zero read capability with this extensive list is a big step in simplifying that.

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Want to learn how you can utilize the Now Platform to cut IT costs? We're sharing the strategies we use to optimize IT costs daily during this #Know24 session. Register here: http://spr.ly/61102b3kWM

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Before, it could take up to 25 minutes for a new lead to make it to the right sales development rep. Click below to watch how Salesforce has gotten that down to a matter of seconds with Data Cloud.

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I appreciate how lucky I am to work with big thinking coworkers like Stephen Morris and his organization of experts, who came up so frequently in my conversations at Snowflake Summit '24! In more than a few convos, I found myself talking about how easy it is today to take distilled data wisdom, from data science teams powered by NVIDIA, back into intelligent platforms, like ServiceNow, to help everyday users achieve more in their customer interactions. Pardoning excessive coma use and run on sentences, I cannot encourage you enough to reach out to CDW to learn more about how we've grown to be the best kept secret in the technology industry! #makeamazinghappen

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In a complex selling environment, businesses need to improve the seller experience, drive more revenue, and optimize how they go to market. New capabilities for @Salesforce Revenue Lifecycle Management address these challenges by providing an AI-guided quoting experience for direct sellers and more:

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A fantastic way to wrap up the ServiceNow Knowledge 2024 keynotes with an emphasis on humans and lives (after being inspired by jaw-dropping technology the past few days)! My biggest takeaways: a. How to collaborate well with people - know your true north and let the best idea win b. Celebrate success of others - really passionate sharint by Dan Levy on seeing Annie Murphy win the Emmys c. AI will change the world but humans will continue to thrive. We'll have to figure out the when and where and how of the crossroads of how we work with AI. Art is not a commodity. It is not about how much "art" we can generate quickly. Art and creativity is a huge unifying force.

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CX Dive does an in-depth look at how Pega uses its own Pega GenAI Knowledge Buddy to realize a 65% reduction in support tickets. https://pe.ga/3z9gi3S

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From marketing chief to customer champion: Discover the key shifts B2B CMOs are making to drive success in the digital age. Appian's CMO, Randy Guard, provides an insight into the role of marketing in this customer-centric era. #Appian #B2BMarketing #CustomerChampion

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I've been diving into Cask's 2024 High-Performing ServiceNow Program Report. It's a groundbreaking analysis of what makes a ServiceNow program ELITE, based on survey results. One key finding that stood out to me is that only 55% of respondents in high-performing environments feel confident in articulating the value of ServiceNow and their program. When I've done transformational workshops, this always comes up as something that can be really hard to do. In the rush to leverage the platform's capabilities, it's easy to overlook the importance of understanding the time, effort, and resources invested in solutions. Understanding the return on investment through financial and business outcome analysis is crucial. Being able to communicate this effectively to your organization helps build understanding and trust, and can help secure support (and funding) for solving the next big challenge! Exciting news - the full program report will be released next week! Stay tuned to gain valuable insights. #ServiceNow #ServiceNowHighPerformers #Cask

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Though most service organizations are investing in AI, 76% of executives struggle to scale it effectively, largely because of disconnected systems and siloed data. Today, #Salesforce announces Unified Knowledge, a new solution that integrates organizational knowledge resources from disparate third-party systems into #Salesforce, helping service agents be more efficient and resolve customer cases faster. See how Unified Knowledge uses AI to decrease resolution time and lower service costs at the same time:

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We know that impactful work requires time to focus, and at Salesforce, we’re using our own technology to carve out more space for our employees to do just that. For example, Einstein in Slack answered 370,000 queries in a single quarter — helping employees save time through AI-assisted meeting creation, content editing, feedback summarization, agenda creation, and more! With Project BaseCamp, we’re also creating a single destination for employees to search for and get support, news, events, tasks, and training — all highly personalized and relevant to them. In close partnership with our CIO Juan Perez, we’re just getting started. Together in Trust with our AI Council, we’ll continue to shape the global employee experience roadmap, prioritizing employee feedback and business needs. Check out my blog to learn more about how we’re putting AI in the hands of our employees to enhance their experience, engagement, and productivity.

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According to a recent report, MuleSoft customers saw an impressive 445% return on investment in just three years. By maintaining APIs and integrations, they were able to save an incredible 90% of development time. These results demonstrate the power of Mulesoft's features and certifications, including its integration with Salesforce. Check out the link below to learn more about what Mulesoft can do for your business. #Mulesoft #API #integration https://lnkd.in/gj-PbwAT

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Great discussion and shared insights on Mentorship, Career Development, and my journey to Microsoft. Check out T-Talks: Masterminding Digital Success for real advice and shared perspectives. I'd love to hear your words of encouragement and advice for others. Don't miss the episode hosted by TJ Walia. #Courageousleadership #TTalks #Microsoft #TJWalia #Mentorship 

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