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Vonage at Dreamforce 2022: Day One Highlights

This article was published on September 21, 2022

Events like Dreamforce provide a place for businesses and the tech world to come together to share new ideas, best practices, and exciting communications tools that transform the way we all do business by driving exceptional employee and customer experiences. And in the age of the experience economy, customer experience is increasingly becoming the primary means for businesses to differentiate and thrive.

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Dreamforce 2022, the world's largest software conference, opened today, promising 1,000+ informative sessions and workshops, and Vonage is proud to be an Innovator sponsor. The day opened with a Powerful Women ‘Power Breakfast’, at the Vonage Hub at InterContinental San Francisco, hosted by Vonage and Salesforce. Tara Aldridge, Vonage’s Strategic Services Director, joined thought leaders from Salesforce, Coveo, Pagerduty, and Formstack for a lively panel discussion focused on promoting women’s equality and growth. The engaging panelists all agreed on the importance of becoming comfortable advocating for oneself, and not to underestimate the power and support of strong mentors and sponsors in the workplace. With sponsors, mentors, and yourself all in your corner, you’ll find the right path. 

Vonage held a second breakout discussion with Jay Bellissimo, COO, Vonage, and Michael Maoz, SVP Innovation Strategy, Salesforce, to explore how success can be accelerated at a time of great uncertainty for employees and customers, using connected experiences. Jay explained how creating trusted relationships for both has been challenging and CEOs are now tasked with not only readying their business for the future but also ensuring their organizations are creating enriched customer and employee experiences in the short term. He noted that, “in times of uncertainty, innovation is the differentiator. Success or failure depends on what your position is on innovation and technology, and how you allow both to create better engagement.” Michael underlined the importance of supporting the employee experience in order to create a better customer experience, while Jay also highlighted the importance of empathy and human connection. “If you take the time to make a human connection, not only will that make you a better person, but you’ll see results in your business as well.”

At Vonage’s breakout session, ‘The Art of Customer Experience: Strategy to Execution’, Reggie Scales, SVP, Applications Group for Vonage, was joined by Brian Gressett, Director of Sales and Success Technology at CreditAssociates, and David Rosenbaum, Managing Partner, Solution Engineering at Rosetree Solutions, as they discussed the art of customer experience, from strategy to execution.

This exciting session uncovered how to identify and close the gaps in your customer experience, and what it really takes to understand and perform the art of customer and employee experience across your organization. Attendees learned from our passionate and proven sales and success thought leaders how to create a successful customer experience metrics program as CreditAssociates revealed how it digitally transformed its global business strategy by implementing Vonage Contact Center and Salesforce to enable an intelligent omnichannel customer experience and deliver an upgraded agent experience. 

Asked about how CreditAssociates elevates customer experience, Brian Gressett commented, “We are leveraging Vonage’s Conversation Analyzer speech analytics solution through which we are able to measure sentiment. We also proactively look for escalated clients that we need to reach back out to and refer to sites like Trustpilot to read reviews from customers. We’re also creating a plan to implement post-call surveys through Vonage to uncover additional customer feedback.”

Find out about Vonage’s sessions on days two and three at Dreamforce and use the free Salesforce Events app to reserve your seat. You can also book a meeting with Vonage now and register for a demo at the Vonage Hub to learn more about Vonage Contact Center for Salesforce.

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