In the latest episode of Ad Victoriam’s  Salesforce Simplified podcast, we dive into the transformative role of AI in enhancing customer experience. Joined by guest Nick Glimsdahl, a senior account executive at VDS and host of the Press 1 for Nick podcast, the discussion explores how AI reshapes customer interactions across various industries. They delve into practical applications, such as real-time language translation, sentiment analysis, and predictive analytics, while addressing the balance between AI efficiency and maintaining a human touch. The episode provides valuable insights for businesses of all sizes looking to integrate AI seamlessly into their customer service frameworks without disrupting daily operations. Here are some of the audio highlights from the podcast…

How AI is Transforming the Customer Experience

We kicked off our conversation with Nick by asking him, in general, how he thought AI is currently transforming the customer experience landscape across various industries.

Ways That AI is Enhancing Customer Interactions

We were most interested in asking Nick about the most innovative ways AI is being used to enhance customer interactions, among them, real-time language translations.

Integrating AI Without Disrupting Day-to-Day Operations

Always a big concern for companies, when they implement anything new, is disruption to their operations. We wanted to know Nick’s thoughts on how companies can effectively integrate AI into their existing customer service frameworks without disrupting the day-to-day.

Key AI/Customer Experience Challenges for Businesses 

As someone who talks with companies every day about their challenges, we were curious about what Nick felt were the big issues in the AI/Customer Experience arena. For Nick, it is the “What happens if…” scenario.

There was a lot more to our conversation with Nick Glimsdahl on AI and Customer Experience. Listen to the entire podcast here.

Related Resources:

Enhancing Customer Experience Through Digital Transformation (Podcast w/Nick Glimsdahl)

Top Brands Do This to Create an Effective Customer Experience 

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Ike Wagh is a unique independent Salesforce Content Creator who has been using his platform to share his passion for Salesforce® with the world across social media. Ike has over 13,000 followers on LinkedIn and over 3,000 subscribers to his YouTube channel.

Ike was a recent guest on the AdVic “Salesforce Simplified” podcast and talked about his journey to becoming an independent Salesforce Content Creator, how he connects with others in the Salesforce Ohana, and how those inside Salesforce are reacting to his content. Here are some highlights from that conversation…

How Ike Started Creating Salesforce Content

In the Salesforce ecosystem since 2015 – with Salesforce Admin and CPQ experience under his belt – Ike told AdVic that in all of the roles he had he always felt something was missing.

“There was a creative itch that just couldn’t be scratched. Even if I could architect the most amazing thing, or at least in my opinion, if I was proud of it, there’s still something missing. So one day I was thinking, “You know what? Let me just…” I was actually, this was when I was a CPQ consultant, I thought, “I’m just going to start a YouTube channel.”

“And I think maybe there’s an audience that wants to see some reviews of apps because I’m always into new tools and trying to find new fun ways to solve problems, and I’m just going to make five-minute reviews of apps. And that was how everything started. So it really started with just putting myself out there making YouTube video app reviews.”

Salesforce Trends & Best Practices

We were curious how Ike stays up on Salesforce trends and best practices, oftentimes the subject of the content he creates and shares on social media.

“It’s really all about LinkedIn. The Salesforce Ohana is strangely huge LinkedIn fans, basically. So if I’m looking for trends, it comes down to what’s on my LinkedIn feed and also shout out to the Salesforce Ohana team. They’re great. So basically between those two resources, I can keep up with what’s going on and all the news.”

The Challenges of Creating Content

Content creation in any form presents its challenges. AdVic asked Ike how he faces his:

“There is an issue that I think a lot of content creators can empathize with, and that you get yourself deep into the metrics and you start to associate the value of your metrics directly with the value of your work and it gets kind of dangerous because then you think, “Wow, I spent so much time making this thing and if it doesn’t do,” I’m doing air quotes, “if it doesn’t do well, then maybe this wasn’t valuable.”

“And I think it’s a dangerous path because it can really deflate what you’re doing and how you feel. So it’s something I struggle with but I think a lot of the way that helps me is to try my best to always just work on the things that I truly have fun doing because in that way, even if it doesn’t do great, I can just remember that this was a fun project. Whereas your other option is work on something that you are not enjoying and if it doesn’t do well, it’s like it’s a double whammy. So just basically always choose and work on the projects that truly inspire or [you] have fun with.”

What They Don’t Tell You

So, now that Ike has been creating his unique brand of Salesforce content for a while, we wondered if there was anything that he wished he had known when he first started?

“Yeah, no one cares. No one cares at all. So care less, that is my tip. And there’s actually, one, it’s psychological and it has to do with the algorithms, many of the algorithms in which we share content on. If it’s not doing well, you don’t need to worry that… I think it’s almost like you might think, ‘Oh, I just came into a big room and everyone is looking at me put myself out there, and it flops and how embarrassing.’ But actually, your reach when you first post something is very small, and only if it gets engagement does a wider audience see it.

“So, remember, if something doesn’t do well, there’s also a good chance that not a lot of people saw it in the first place. So take a deep breath. It’s okay and people care way less than you ever think. So that is something that I struggled with, but I wish I knew from the beginning.”

There is much more to our conversation with independent Salesforce Content Creator Ike Wagh, including how people inside Salesforce are interacting with his content. Listen to the full Ad Victoriam “Salesforce Simplified” podcast here, or anywhere you listen to podcasts. 

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For those who don’t know, Product Information Management (PIM) refers to the process of handling all the data, content, and other material that you need to market and sell products. PIM also ensures that quality data is created for internal use and multichannel distribution.

PIM was the topic on a recent AdVic® “Salesforce Simplified” podcast. In that episode we talked more about what PIM is, how it can help companies, and how it can be implemented into Salesforce systems. And to talk about all of that, we invited Mike Milburn, who has a deep background within the Salesforce® ecosystem (he is actually one of the founders of Service Cloud), and is now the co-founder and Co-CEO of Pimly, which is a new and innovative solution that brings all of a company’s product information into Salesforce to easily manage and utilize product data and digital assets across their Salesforce clouds. What follows are some highlights from our conversation with Mike.

The Importance of PIM for Businesses

We started our conversation with Mike by asking him to define PIM and its importance to businesses in today’s ultra-competitive landscape.

“The image that I’d like to conjure up,” Mike began, “is actually if you pull out your phone or your computer and you pull up Amazon or Target or Walmart and you look at what you last ordered, and I would like to think or believe and I’m probably pretty sure that most of your listeners have probably ordered something in the last 24 hours or in the last week, but if you pull up that order you’re looking at a modern embodiment of product information. You see unstructured content or pictures and videos and graphics that help inform you of the product, good or service you’re looking at, you can zoom in and you can get really up close and personal with the content. Then you also see structured data, and it could be as simple as the length or width or height of the item that you purchased, it could be the kind of material, it could be the ingredients in that product. But essentially, eCommerce is driven by product information.

“So, I think almost everybody interacts with product information in some way, shape or form, especially in this 2023 kind of post COVID eCommerce centric way. So that’s what product information is, it’s the set of attributes and the set of videos and pictures. So it’s the structured and unstructured data that makes up the DNA of any product, good or service.”

The Challenges of Implementing a PIM System

Mike offered this scenario about implementing PIM from the Pimly perspective.

“When you think about your company’s product catalog, or maybe you went on Amazon and you purchased some shoes and you think about all of the different pictures and style for shoes, and you think about all that information, the first thing you’ve got to do is organize that. And so we’ve made it fast and easier and simple to organize that information in the same UI and UX that 17 million trailblazers are familiar, with the Salesforce Classic or the Salesforce Lightning interface. So, I think that’s a neat part of it.

“The second piece of it is with our partner first model, we have an incredible delivery arm that has built and designed thousands or millions of Salesforce systems. So we’re seeing implementation times that are delivered in days and weeks instead of months because they simply know the Salesforce platform. So, it’s still a process, we’re making it easier.”

Integrating Pimly Into Salesforce

We wondered about the ease of integrating Pimly into Salesforce and Mike set the record straight on the word “integrating.”

While it is easy, Mike added, “It’s kind of funny because it’s not even integrated because it’s built on core, so we don’t have to integrate. And so one of my favorite Salesforce alumni is a guy named Rob Pickeral and he invented this phrase called configuration, and it was really a hybrid of configuration and customization. And this word customization is pretty terrifying because it sounds hard and complex, but configuration is easy. It’s like a paint by numbers book, and any trailblazer can configure in Salesforce. And the neat part about Pimly is that we’re natively built on Salesforce, and that means with clicks not code. You can drag and drop and you can configure your product information natively on Salesforce. We make it fast and easy and simple. So it’s not even integrated, that’s too complex. It’s built natively on Salesforce.”

Measuring ROI

We thought it important to ask Mike about measuring ROI and what Pimly users should we be watching for.

“We’re really trailblazing a new path here and let’s start off with Salesforce,” Mike remarked. “And so every customer of Salesforce is looking for value. We’re adding value to the Salesforce platform for every single user. And this is a really important point, PIMs traditionally were for 5 people or 10 people or 15 people, maybe a product manager or an eCommerce team. We believe that modern PIMs are for every Salesforce user. So, I think of things like the value of Salesforce overall and the usage of Salesforce overall is going to go up with Pimly. That’s a pretty cool measurement I think of sales efficiency and sales. Productivity is going to go up because you’re using similar, easy, fast, simple tools that are powered by Salesforce. I think of service, service productivity, service enablement, CSAT, all the critical customer service metrics. I think those are going to go up and once they’re powered by Pimly.

“And then finally, I think that there’s an agility quotient. CIOs are looking to do more today than ever before with fewer technologies and more trusted technologies. And Salesforce has certainly earned the right over the last 25 years to be one of the most trusted technologies on the planet. And so you’re putting your critical information in one of the most critical business ready systems, and I think therein is an efficiency of trust and scale.”

Mike Milburn offered many more insights into Product Information Management on the podcast, which you can hear in its entirety here, or wherever you listen to podcasts.

Webinar: Unlocking the Potential of Commerce

Having access to accurate product information is a challenge and can have serious implications, especially in the MedTech sector. This issue is difficult to solve without a Product Information Management (PIM) system and strategy. This webinar provides an overview of PIM, how it helps the MedTech sector, and will demonstrate how Pimly, the only Salesforce-native PIM solution on the market, bridges the gap between product information and CRM.

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