{"id":1874,"date":"2016-12-19T23:04:30","date_gmt":"2016-12-19T23:04:30","guid":{"rendered":"https:\/\/ptpinc.com\/staging\/?p=1874"},"modified":"2020-06-22T17:08:39","modified_gmt":"2020-06-23T00:08:39","slug":"tour-einstein-salesforce-crew","status":"publish","type":"post","link":"https:\/\/ptpinc.com\/staging\/enterprise-cx\/tour-einstein-salesforce-crew\/","title":{"rendered":"On Tour With Einstein and the Salesforce Crew"},"content":{"rendered":"

PTP was on hand with Salesforce, Einstein, and other mascots with large heads to explore customer service, patient experience, and omnichannel explosions.<\/p>\n

<\/p>\n

\"image1\"
Me, presenting the Omnichannel Explosion in New York City<\/figcaption><\/figure>\n

You might have heard of Salesforce. Yes, perhaps the largest CRM on the planet, and for good reason.<\/p>\n

PTP has been a partner of Salesforce for some time, and we have a stable of Salesforce certified professionals on our staff that help our clients implement and optimize the tool, including the Service Cloud offering, to ensure the most seamless customer experience possible. <\/span><\/p>\n

Salesforce also knows a thing a two about events. Their flagship event, Dreamforce, takes over San Francisco once a year and draws over 150,000 people. But Salesforce also has their World Tour events, which we sponsor and attend.<\/p>\n

A few days ago, we were at the Salesforce World Tour New York City, and I wanted to share a few observations that we\u2019re seeing happening in the call center and customer experience environment.<\/span><\/p>\n

Namely, the continued movement toward <\/span>Omnichannel<\/b>, and the push for <\/span>healthcare<\/b> to catch up with retail and provide greater patient experiences.<\/span><\/p>\n

 <\/p>\n

The Omnichannel Explosion is Upon Us\u00a0<\/b><\/p>\n

We at PTP have been talking for a long time about the ever increasing <\/span>need<\/span><\/i> for an omnichannel solution. And that is, providing a seamless – and interactive – experience with your customers in whatever way they choose: from inside a store or facility, to a desktop device, to a mobile device, to a phone call, email, chat, text…you name it. And ensuring that experience carries all the way through the journey: From the minute they encounter your brand, to when they complete a purchase, and back around again. It\u2019s empowering your customer so they want to come back again and again. <\/span><\/p>\n

\"PTP
Larry and the escaped mascots!<\/figcaption><\/figure>\n

Salesforce is now picking up on the trend and has\u00a0introduced us (or should I say \u2018re-introduced us\u2019) to <\/span>Einstein<\/b>.<\/span><\/p>\n

Salesforce Einstein is essentially an artificial intelligence agent built into the core platform. Einstein sits in the background and proactively pushes data and solutions to call center agents – and customers, as necessary – based on the customer\u2019s profile and information, and the specific interaction taking place. <\/span><\/p>\n

Einstein dovetails right into the omnichannel experience. It\u2019s a step toward the future by creating a digital agent that can identify customer information and preference and deliver an interaction the way the customer prefers. <\/span><\/p>\n

Throw in many of the other organizations who are deploying AI agents, looking at consolidated channel management, and other means of digital assistance, and the industry is moving in the direction we have been saying it would go: Intelligent Omnichannel. <\/span><\/p>\n

Einstein could prove to serve a wider audience the more the adoption takes place.<\/span><\/p>\n

 <\/p>\n

The Patient Experience Isn\u2019t Limited to the Facility<\/b><\/p>\n

Another area that we at PTP have been talking about is extending the patient experience beyond the actual in-facility patient care. <\/span><\/p>\n

In other words, it\u2019s not just about the patient\u2019s experience at the hospital or doctor\u2019s office (which, is admittedly very important), but it\u2019s also about the experience <\/span>before<\/span><\/i> they enter the facility, when they <\/span>leave<\/span><\/i>, in <\/span>between<\/span><\/i> visits, and the full cycle throughout. Not only just for the patient, but for family and caregivers, as well. <\/span><\/p>\n

At the event, we talked with a number of healthcare professionals who are embracing this concept. <\/span><\/p>\n

Just a couple of weeks ago, we sponsored and attended the NGPX conference, or Next Generation Patient Experience conference. We met some amazing people and I had the pleasure of presenting on the Omnichannel Explosion.<\/span><\/p>\n

The focus there was, again, more on the patient experience while in the facility. The in-patient experience, if you will. But what had had light coverage was the communication before, after, and during. <\/span><\/p>\n

That\u2019s where Salesforce Health Cloud is stepping in to help. And that\u2019s where we at PTP offer services to ensure healthcare organizations deliver a full rounded patient experience so those folks will not be quickly readmitted for the same issues, stay healthier, stay informed, choose your hospital next time, and even refer their friends and relatives. <\/span><\/p>\n

\"img_1858\"
The obligatory selfie. Me, Jeff and Larry on tour!<\/figcaption><\/figure>\n

The healthcare industry is certainly seeing the value in this process and driving to make steps in that direction. Their growth and sustainability depends upon it. As more people get used to receiving this type of experience from their retail and other vendors, they will begin to expect it from their healthcare providers, as well.<\/span><\/p>\n

 <\/p>\n

Supporting the Tour<\/b><\/p>\n

New York wasn’t\u00a0our only stop with our partner. We\u2019ve hit stops in Chicago, DC, and of course, San Francisco for the mothership Dreamforce event.\u00a0<\/span><\/p>\n

If you\u2019re attending one of the upcoming stops, come find us and say hi! Never know what we may teach each other.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

PTP was on hand with Salesforce, Einstein, and other mascots with large heads to explore customer service, patient experience, and omnichannel explosions.<\/p>\n","protected":false},"author":5,"featured_media":1876,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[10],"tags":[66,71,13,24,74,73,70,72],"class_list":["post-1874","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-enterprise-cx","tag-customer-experience","tag-einstein","tag-featured","tag-healthcare","tag-omnichannel","tag-ptp","tag-salesforce","tag-service-cloud"],"acf":[],"_links":{"self":[{"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/posts\/1874"}],"collection":[{"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/comments?post=1874"}],"version-history":[{"count":0,"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/posts\/1874\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/media\/1876"}],"wp:attachment":[{"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/media?parent=1874"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/categories?post=1874"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/tags?post=1874"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}