35 Inspiring Quotes from Dreamforce 2015

Customer Service, Salesforce, Customer Experience

There were many themes that came up multiple times during Dreamforce 2015. Three that I found particularly prevalent and relevant to a broad audience were the critical importance of customer service in the digital world; the challenges and responsibility of being a mindful leader; and the future of technology as we dance into the connected world.

I had the pleasure of hearing a multitude of different smart and thoughtful people speak on these subjects throughout my Dreamforce experience. It opened my mind to hear what they had to say and spurred ideas for my own life, both inside and outside of the business world.

Whether or not you were able to attend Dreamforce in person, I hope that in reading the words of these wonderful speakers, you, too, will be inspired.

On customer service in a digital world

Advice from Josh Jandrain, VP of Innovation, Berkshire Hathaway Travel Protection; Chaaru G Khera, Salesforce Lead, Allstate Insurance Company; Hamish Blank, Product Director, GE; and Greg Jacobi, Senior Vice President, Distribution – Customer Experience, Webster Bank.

  • Business digitalization is happening right now; embrace it Tweet: Business digitalization is happening right now; embrace it http://bit.ly/1haOtKF via @glancenetworks
  • Your biggest advantage is customer experience Tweet: Your biggest advantage is customer experience http://bit.ly/1haOtKF via @glancenetworks
  • On average, customers use 3-4 different channels to connect with a business Tweet: On average, customers use 3-4 different channels to connect with a business http://bit.ly/1haOtKF via @glancenetworks
  • Offer personalized assistance on the channels your customers prefer Tweet: Offer personalized assistance on the channels your customers prefer http://bit.ly/1haOtKF via @glancenetworks
  • Customers expect transparent, personalized, intelligent experiences Tweet: Customers expect transparent, personalized, intelligent experiences http://bit.ly/1haOtKF via @glancenetworks
  • Intelligently reach out to customers based on data from multiple sources Tweet: Intelligently reach out to customers based on data from multiple sources http://bit.ly/1haOtKF via @glancenetworks
  • Deliver a measurable outcome and a more immediate response to customers’ issues Tweet: Deliver a measurable outcome & a more immediate response to customers' issues http://bit.ly/1haOtKF via @glancenetworks
  • Customers may not take the same paths online as they do in person; businesses need to take this into account Tweet: Businesses: recognize that customers may not take the same paths online as they do in person http://bit.ly/1haOtKF via @glancenetworks
  • Customers can’t always figure everything out on their own; sometimes they need personalized, humanized service Tweet: Customers can’t always self-serve; sometimes they need personalized, humanized service http://bit.ly/1haOtKF via @glancenetworks
  • Customers want ease and speed – that’s what makes the digital experience so critical Tweet: Customers want ease and speed – that’s what makes the digital experience so critical http://bit.ly/1haOtKF via @glancenetworks
  • Gather feedback on the customer journey and use that information to continually improve your online customer service Tweet: Gather feedback on the customer journey; use the info to continually improve online customer service http://bit.ly/1haOtKF @glancenetworks

Read: How to Get the Fastest ROI From Your Customer Service Technology Investment (Infographic)

On succeeding as an entrepreneur and a strong leader

Advice from Katrina Lake, CEO and Founder, Stitch Fix; Leah Busque, CEO and Founder, TaskRabbit; and Julia Hartz, Co-founder and President, Eventbrite.

  • Being required to be financially diligent makes a company strong Tweet: Being required to be financially diligent makes a company strong http://bit.ly/1haOtKF via @glancenetworks
  • Don’t be afraid to take the plunge – embrace the unknown Tweet: Don't be afraid to take the plunge - embrace the unknown http://bit.ly/1haOtKF via @glancenetworks
  • To succeed as an entrepreneur, find good mentors and surround yourself with strong talent Tweet: To succeed as an entrepreneur, find good mentors & surround yourself with strong talent http://bit.ly/1haOtKF via @glancenetworks
  • You don’t have to know the end of your journey but you do have to have a plan for progress Tweet: You don't have to know the end of your journey but you do have to have a plan for progress http://bit.ly/1haOtKF via @glancenetworks
  • Have a mission for both company and employees; both should enable you to deliver on your customer promises Tweet: Have a mission for company & employees; both should enable you to deliver on your customer promises http://bit.ly/1haOtKF @glancenetworks
  • To make corporate values come to life, don’t just write them down – build practices around them Tweet: To make corporate values come to life, don't just write them down - build practices around them http://bit.ly/1haOtKF via @glancenetworks
  • Set smaller milestones to help you achieve bigger goals Tweet: Set smaller milestones to help you achieve bigger goals http://bit.ly/1haOtKF via @glancenetworks
  • A good leader is passionate about his or her business Tweet: A good leader is passionate about his or her business http://bit.ly/1haOtKF via @glancenetworks
  • Culture matters and companies that remember that, win Tweet: Culture matters and companies that remember that, win http://bit.ly/1haOtKF via @glancenetworks
  • Influence action rather than manipulating people to act Tweet: Influence action rather than manipulating people to act http://bit.ly/1haOtKF via @glancenetworks
  • CEOs create and amplify company culture – be mindful of your goals and inspire thoughtful behavior Tweet: CEOs create and amplify company culture - be mindful of your goals & inspire thoughtful behavior http://bit.ly/1haOtKF via @glancenetworks
  • Over-share knowledge – keep corporate communication lines open Tweet: Over-share knowledge - keep corporate communication lines open http://bit.ly/1haOtKF via @glancenetworks
  • Make it easy for people to connect individual contributions to company goals Tweet: Make it easy for people to connect individual contributions to company goals http://bit.ly/1haOtKF via @glancenetworks
  • Keep career conversations open and honest to encourage growth across your organization Tweet: Keep career conversations open & honest to encourage growth across your organization http://bit.ly/1haOtKF via @glancenetworks
  • A team that works with strong conviction will produce powerful results Tweet: A team that works with strong conviction will produce powerful results http://bit.ly/1haOtKF via @glancenetworks

Read: Women in Technology: Leaderships at Dreamforce – #DF15

On the state of technology today – and in the future

Advice from science fiction authors David Brin and Ramez Naam.

  • There’s a deep, built-in desire for humans to communicate with one another Tweet: There's a deep, built-in desire for humans to communicate with one another http://bit.ly/1haOtKF via @glancenetworks
  • Technology’s ability to put communication into hyperdrive is transformative Tweet: Technology's ability to put communication into hyperdrive is transformative http://bit.ly/1haOtKF via @glancenetworks
  • Technologies that boost communication increase empathy Tweet: Technologies that boost communication increase empathy http://bit.ly/1haOtKF via @glancenetworks
  • All human beings are geniuses at wanting – it’s the one thing AI will never have Tweet: All human beings are geniuses at wanting - it's the one thing AI will never have http://bit.ly/1haOtKF via @glancenetworks
  • When everything is connected, everything is vulnerable Tweet: When everything is connected, everything is vulnerable http://bit.ly/1haOtKF via @glancenetworks
  • On social media, recognize that sooner or later, everything you do will become public Tweet: On social media, recognize that sooner or later, everything you do will become public http://bit.ly/1haOtKF via @glancenetworks
  • It should be reasonable to have privacy for the masses and transparency for those in power Tweet: It should be reasonable to have privacy for the masses & transparency for those in power http://bit.ly/1haOtKF via @glancenetworks
  • You can anticipate change, but in unexpected situations, it’s resilience that will get you through Tweet: You can anticipate change, but in unexpected situations it's resilience that will get you through http://bit.ly/1haOtKF via @glancenetworks
  • Technology is allowing us to catch and prove things we never could before; it’s the great equalizer Tweet: Technology is allowing us to catch & prove things we never could before; it's the great equalizer http://bit.ly/1haOtKF via @glancenetworks


I hope you enjoyed these quotes from Dreamforce 2015. I can only imagine what inspiring things we will learn next year at Dreamforce 2016!

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